Beyond Philosophy

AUGUST 20, 2020

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. When using it, people have increased challenges in generating content.

Transportation 870

Transportation Surveys Consulting Consulting 870

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. This example is a gain-loss framing.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, their reactions put in place are also temporary.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

OCTOBER 1, 2022

They connect us to our past and drive our behavior in the present. 12:12 We learn how SOHCAHTOA from trigonometry is an excellent example of mnemonic devices that help us remember things and why. 26:41 We discuss how we sometimes misremember things, as studied by Elizabeth Loftus and presented on her TED Talk.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

FEBRUARY 3, 2020

How you present information has a significant effect on how your customers perceive the message. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

Marketing 327

Marketing Consulting Consulting Customer Experience 327

Beyond Philosophy

NOVEMBER 11, 2021

For example, when I hear, “We’re experiencing an unexpectedly high volume of calls at the moment, but your call is very important to us,” I feel frustrated. ” What you are reading thus far is an example of a complaint. Hence the five rules I present today. Empower your people. Be fast, stupid.

Consulting 383

Consulting Consulting Call Center Metrics 383

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

Beyond Philosophy

FEBRUARY 10, 2022

For example, a recent report by t he American Customer Satisfaction Index (ACSI) showed that only 30 percent of the businesses the ASCI tracked improved their Customer Satisfaction scores over the past ten years. For example, North Star Metrics should matter the most, and others would fall under that. Subscribe today right here.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

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

Beyond Philosophy

JULY 9, 2020

It presents an opportunity to use what we call a Golden Question. For example, if you were to ask your customers whether they phone or text their friends, you could determine that people who phone are older and people who text are younger or that those that text are more comfortable with technology than those who call.

Consulting 406

Consulting Consulting Marketing Personalization 406

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. Culture filters comedy and humor.

Coaching 413

Coaching Consulting Consulting Personalization 413

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. My colleague was watching a presentation and noticed people were commenting on the presentation. appeared first on CX Consulting.

Consulting 195

Consulting Consulting Personalization Management 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

Beyond Philosophy

JANUARY 1, 2022

I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. We take a close look at Tina’s business pickle and present real-world, practical solutions to convince the engineers it’s worth it to develop a business relationships with customers. Is This True?

Engineering 259

Engineering Consulting Consulting Customer Experience 259

Beyond Philosophy

NOVEMBER 12, 2020

However, you don’t force people in a direction; instead, the way you present the options with subtle clues affects what they choose. So, to take this idea into the digital space, consider how you can influence your customers to behave the way you want them to act with the way you present your online interaction choices. .

Chatbots 405

Chatbots Consulting Consulting Government 405

Beyond Philosophy

JULY 13, 2021

This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience. For example, the trampoline retailer could say they don’t do installations but then present five installer options. For example, I stayed at a hotel that offered a shuttle service from the airport.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

FEBRUARY 10, 2020

Examples could be Apple moving from equipment and into entertainment, or Dyson moving from vacuums into fans. An example I use many times in my presentations is our work with Maersk Line. For example, we did work with Memorial Herman Hospital System in Houston many years ago that wanted to improve their patient experience.

Consulting 430

Consulting Consulting Entertainment Telecommunications 430

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. Are you ready for AI? Some firms are. Kihlstrom is more optimistic.

Self service 221

Self service Analytics Personalization Consulting 221

Beyond Philosophy

DECEMBER 30, 2021

However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Personalization 195

Personalization Consulting Consulting Quality management 195

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 27, 2020

For example, if I were to offer you the choice between giving you $100 now, or you could wait a week, and I would give you $100 then. For example, you have likely heard the term, “A bird in the hand is worth two in the bush.” Gambling is another example of how we participate in Hyperbolic Discounting. We have an immediacy bias.

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

AUGUST 18, 2022

For example, many actors are introverts, as well as stand-up comedians. For example, behavioral economics is Situational Psychology. Assertiveness represents how you present your ideas. For example, I am curious, naturally. The common misconception is that introverts are shy, timid, and socially awkward.

Personalization 367

Personalization Consulting Consulting Management 367

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

NOVEMBER 25, 2021

For example, Jeanne-Claude’s perspective analyzes the competitor’s offerings objectively regarding the essential attributes. For example, choosing a university is a complicated decision for many students. So, for example, Which? We had several vendors that responded to our request for proposal and presented.

CRM 195

CRM Consulting Consulting Metrics 195

CSM Magazine

NOVEMBER 9, 2020

Below are the professionals you need to consult after getting injured. Sometimes the jury might ask for a statement from the doctor to back the evidence you present in court. After you have suffered a personal injury and sought medical attention, the next thing to do is to consult with a reputed injury attorney. An Attorney.

Consulting 52

Consulting Consulting Personalization 52

Beyond Philosophy

JULY 16, 2019

Choice Architecture is nudging people in one particular direction by the way you arrange or present the options. For example, the city of Sarasota could have stepped up fines, although, I’m reasonably sure this would not have been effective for the homeless. In my example, it’s an armrest down the middle of the bench.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

TechSee

APRIL 1, 2024

For example, by asking customers for their name, contact information and an image of their proof of purchase, your CSR will have everything they need to quickly and easily identify the customer, activate their warranty, and more. To learn more, please contact your TechSee representative or schedule your complimentary consultation today.

Self service 124

Self service Consulting Consulting Contact Center 124

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

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

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. In the early days of our global Customer Experience consultancy, we worked with a water company in the UK, which is highly regulated but has a monopoly in their area.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. For example, I enjoy fishing and have ten fishing rods. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

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

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. Sure, there are also examples of people not coping well with these things, too, but on the whole, it’s been affirming. It’s surprising what we can accomplish when the opportunity presents itself.

Consulting 221

Consulting Consulting Government Coaching 221

Beyond Philosophy

JANUARY 9, 2021

In this episode of the podcast, we are going to take a closer look at what Digital Nudges are, how they work, and why, and share some examples of Digital Nudges that work and some that don’t. 04:40 We give examples of what we mean by Digital Nudging and the concepts from Behavior Science behind them, starting with Scarcity.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

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

ShepHyken

JUNE 25, 2021

She writes about how leaders can lead by example and model the change that they wish to see from their employees. Better yet, present them (spoke or unspoken, as was the case with Troy) with a problem or a situation, and let them come to the conclusion themselves. How do leaders drive (lasting) change? . Talk is cheap.

Customer centricity 295

Customer centricity Coaching Consulting Consulting 295

Beyond Philosophy

JANUARY 2, 2021

In this episode, we discuss this exercise’s critical question to present a new experience for your customers. Here are some highlights of the discussion: 04:35 Colin presents how he came to this discussion when working with a client. appeared first on CX Consulting. Key Ideas to Improve Your Customer Experience.

Education 170

Education Consulting Consulting Customer Experience 170