Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

JULY 14, 2022

Here’s a great example of this type of humor from Studio C featuring Scott Sterling’s face : A lot of sarcasm, especially barbed sarcasm where the other person doesn’t pick up on it, would be an example of humor inspired by the Superiority Theory. There are also dark examples.

Coaching 413

Coaching Consulting Consulting Personalization 413

Beyond Philosophy

JANUARY 1, 2022

I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. Now, we do, and not just in our personal lives. We have personal relationships in business, too. appeared first on CX Consulting. Key Ideas to Improve your Customer Experience. Is This True?

Engineering 259

Engineering Consulting Consulting Customer Experience 259

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. These programs enhance a person’s work rather than replace them.

Self service 221

Self service Analytics Personalization Consulting 221

Beyond Philosophy

FEBRUARY 25, 2021

This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. Starting in March 2020, Pine, a regular speaker, watched as all the events he was booked for canceled their in-person events and replaced them with virtual ones.

Consulting 195

Consulting Consulting Personalization Management 195

Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations. For example, when it is easy to do and benefits the other person a ton, you should do these things.

Personalization 358

Personalization Marketing Consulting Consulting 358

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

JULY 9, 2020

It presents an opportunity to use what we call a Golden Question. A Golden Question is a sort where the answer reveals the “type” of person the respondent is. For example, Full Metal Jacket and Nervous Face Mask Wearer segments are scared. These customer segments are feeling different things.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

JANUARY 19, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. This situation is an example of Confirmation Bias, a psychological concept that is deeply rooted in all of us.

Consulting 390

Consulting Consulting Customer Experience Management 390

Education Services Group

FEBRUARY 22, 2022

Sheik and Anita wrote a new paper: Executive Communication: A CS Leader’s Guide on Presenting to Personality Types that I definitely encourage you to read, if you haven’t already. The best methods to determine your leadership’s personality types. The best methods to determine your leadership’s personality types.

Personalization 52

Personalization Consulting Consulting Enterprise 52

Beyond Philosophy

FEBRUARY 24, 2022

Having an opinion is critical whether you are an employee or a consultant. As a consultant, you not only should have an opinion, but you should also realize that your opinion is what the company bought. You might have a detailed presentation and 27 painstakingly constructed slides to go through, but they might not want to see that.

Consulting 221

Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast. Sure, there are also examples of people not coping well with these things, too, but on the whole, it’s been affirming.

Consulting 221

Consulting Consulting Government Coaching 221

Inbenta

JUNE 30, 2021

Chatbot examples in the travel & leisure industry. Chatbot examples in the utility industry. Chatbot examples in the retail industry. Chatbot examples in the manufacturing industry. Chatbot examples in the healthcare industry. Chatbot examples in the healthcare industry. Contents: Introduction.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

TechSee

APRIL 1, 2024

From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows. By the time the customer connects with a service representative, all of the key information will be presented to the remote agent, preparing them for a quick resolution.

Self service 124

Self service Consulting Consulting Contact Center 124

Beyond Philosophy

SEPTEMBER 2, 2021

The behavioral sciences present us with a couple of different theoretical approaches that can help us figure out what could be going on here. For example, if you were going to try to persuade someone to do something in their behavior, like throwing away an ugly shirt, you could take two paths. if they don’t throw it out.

Banking 195

Banking Personalization Consulting Consulting 195

Beyond Philosophy

MAY 25, 2023

For example, parcel service is where I see this kind of mistake made with Journey Mapping. For example: How was the parking? Framing: How does the way you present the information affect customers’ experience, and is there a way to optimize it? For example, some people might instantly choose a particular chain.

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. This situation is an example of Confirmation Bias, a psychological concept that is deeply rooted in all of us.

Consulting 300

Consulting Consulting Customer Experience Management 300

TechSee

APRIL 1, 2024

From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows. By the time the customer connects with a service representative, all of the key information will be presented to the remote agent, preparing them for a quick resolution.

Self service 109

Self service Consulting Consulting Contact Center 109

CSM Magazine

NOVEMBER 9, 2020

In many instances, a person is injured because of a mistake made by another person. In this case, one can file a personal injury claim to seek compensation for the damages and losses they suffered due to the incident. Below are the professionals you need to consult after getting injured. An Attorney.

Consulting 52

Consulting Consulting Personalization 52

Beyond Philosophy

DECEMBER 28, 2020

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Now, I adapt my presentations based on where I am speaking. This exercise is one of the first things we do when consulting an organization.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

FEBRUARY 16, 2022

For example, at a recent CX Live Event, I heard Michelle Huenink, Director, Customer Experience & Success at Microsoft, speak about how the company was using their data to provide predictive—and in some cases—prescriptive experiences to their customers. 22:09 Colin asks about segmentation and how they use it to personalize experiences.

Self service 221

Self service Consulting Consulting Customer Experience 221

Beyond Philosophy

DECEMBER 6, 2017

This brief 2-minute video shares some of the ways Nudges do work: In each of the video’s examples, you can see how nudging works best when it works with our natural instincts. For example, the shirt example talks about how stores persuade us to buy more shirts than we need. Sliced bread is a good example. Attractive.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359

Beyond Philosophy

AUGUST 25, 2022

Also, the proactive experience indicates that you offer a personal experience for them, making customers feel important and appreciated. Change is something most people avoid because of the challenges it presents. For example, it is a good idea to know your customers’ channel preferences, meaning email, text, etc.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

AUGUST 17, 2023

Time Well Spent Pine developed the Time Progression with his collaboration partner and colleague Dave Norton, founder of Stone Mantel and Insights Consultancy. Pine picked up this idea from a speaker at a conference where Pine was also giving a presentation. Instead of providing a better experience, it’s worse and less personal.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

JULY 7, 2022

Now, they are transitioning back to unrestricted in-person interactions, but not to the same place they were for all those years. It was good to motivate me in the retail store to give them my mobile number so Nautica could present me with opportunities I might fancy putting into my virtual cart.

Technology 402

Technology Consulting Consulting Personalization 402

Beyond Philosophy

APRIL 16, 2021

For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. For example, does the person want to reduce headcount overall? Now, you are presenting them with something they want, too. It also teaches you to play by the rules of the game.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

OCTOBER 4, 2018

For example. I am a morning person. For example, people on diets rarely go for the ice cream first thing in the morning. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. It is later in the day.

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. The idea behind long-form advertising is if the person is willing to engage with a long-form ad, then it is evidence that they are into it, which leads to more investment. . Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

MARCH 7, 2024

My global Customer Experience consultancy developed a research methodology that defines the hidden impact of your experience on customer behavior. A great example I use to illustrate this point is how Disney Theme Parks asked their guests what, if anything, they would change about their food options at the park.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

SEPTEMBER 17, 2020

Even if a person doesn’t consider themselves “fashionable,” they know there are things they would rather look at than other things. . ” For example, stainless steel appliances have been fashionable in kitchen appliances for years. Townsend says there are two things organizations should remember about this. .

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

MAY 21, 2021

Nir Eyal, author, consultant, and investor, created a two-by-two framework into different lying categories. So, for example, participants roll a die, and every time they rolled a five, they received some reward. We can lie a little bit and still deceive ourselves into thinking that we’re a mostly honest person.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

Beyond Philosophy

MARCH 26, 2021

For example, when someone hugs us, we feel cared for, so the B2B organization thinks that means we want them to embrace their customers. For example, in the B2B setting, it could be as simple as acknowledging how busy your customer might be and making something simple for them to accommodate their lack of time.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

SEPTEMBER 24, 2020

Professor Hamilton explained that science is a rigorous identification and measurement of phenomena, leading to understanding it systematically and then presenting it with a causal link or a theory. For example, I talked to a client and asked him if he had any client research in a specific area. Take Amazon, for example.

Entertainment 348

Entertainment Consulting Consulting Finance 348

CCNG

MARCH 1, 2022

This is when you showcase that team member to a person up the corporate ladder from you, a colleague, a different department head, or a group of people. Plan ahead so this person understands what is going to happen. Work on the project together, and give them specific acknowledgment as you both are presenting.

CCNG 195

CCNG Engineering Consulting Consulting 195

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Reichheld says NPS Prism helps. .

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

DECEMBER 15, 2022

For example, in the case of a bad economy, a journalist might want to write a story about something that can turn the economy around. It’s an example of Framing. It’s an example of Framing. For example, American Giant, a premium hoodie sweatshirts company, wanted a PR campaign but didn’t have any money.

Entertainment 195

Entertainment Airlines Advertising Technology 195

Beyond Philosophy

JUNE 1, 2023

For example, we were working for one of the cellular phone companies in the States. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. I deal with this problem often in my consultative role. Let me explain using a personal (if embarrassing) example.

Accountability 195

Accountability Call Center Education Consulting 195