Beyond Philosophy

OCTOBER 3, 2016

In this type, you compare traits of someone you see to a personal archetype. For example, you meet someone who eats vegan, so you assume they also exercise on a regular basis because your sister is a vegan and she is (obnoxiously) health conscious and exercises all the time. We want habit! Training Employees on Nonverbal Clues.

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Consulting Consulting Customer Experience Marketing 419

CCNG

APRIL 19, 2023

Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams. Even better, make these equity sessions an inclusive exercise by including all supervisors. Such actions will result in a more prepared, equipped, and informed team.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Beyond Philosophy

OCTOBER 2, 2017

Whether the person is conscious of their emotions or not, people buy based on how they feel. This exercise will not reveal the real reasons customers decided to buy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

Beyond Philosophy

DECEMBER 17, 2022

Usually, we want to stop having bad ones, i.e., start losing weight and exercising, quit biting nails, or to stop smoking or drinking so much. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Key Ideas to Improve your Customer Experience.

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Consulting Consulting Surveys Customer Experience 150

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

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. Take a personality assessment. Extrapolate from how they communicate with you.

Personalization 52

Personalization Consulting Consulting Enterprise 52

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. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days.

Consulting 221

Consulting Consulting Government Coaching 221

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. Ideally, it would be great to have one person who did both, but those are a rare breed. . Both forms of intelligence are essential.

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Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Forrester, a research and consulting firm, refers to four types of Value Drivers in a recent report from September. Then, test your choices, he says. Satmetrix Systems, Inc.,

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

JANUARY 19, 2023

I also encourage my client’s participation in the exercise by positioning the pen towards their side of the table. For example, some consultants say that during a sales call, when the prospect switches from talking about what you do to what they do, it indicates that they are making a mental switch to the purchasing process.

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Consulting Consulting Finance Sales 195

Beyond Philosophy

AUGUST 21, 2017

By nature, I’m an organized person. We see it every day in our customer experience consultancy. If you have the traits of a confident person, you’ll be better able to respond to factors you can’t control. I like things clear and orderly, laid out in black and white. I wanted to know, with absolute certainty. Trust your gut.

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Consulting Consulting Healthcare Coaching 351

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. Another way to try to overcome Confirmation Bias at an individual level is to walk a mile in another person’s shoes.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

MARCH 17, 2022

When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships. What makes that person loyal to you? We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. Individuals have business and personal needs.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

FEBRUARY 17, 2020

In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company. When working with clients in this area, their organizations always gain a focus that was lacking before undertaking the exercise with us. .

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Airlines Call Center Consulting Consulting 415

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. . They displayed many products on a 4′ x 4′ square and an 8′ x 8′ square, both in-person and on-screen. There is a universal appreciation of aesthetics.

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Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

SEPTEMBER 6, 2019

Now imagine a person gets a ladder, climbs up above the forest canopy, and looks around. Most of the clients we begin working with in our global Customer Experience consultancy need some help developing strategy. The result of the exercise was that Maersk wanted three things: They want their customers to trust them.

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Journey mapping Consulting Consulting Customer Experience 332

Beyond Philosophy

OCTOBER 9, 2017

When someone sees the company provides an 800 number to call when troubleshooting (Stimulus), customers feel “comforted” and “relieved” (Response), and these feelings make them likely to recommend the company to another person (Effect). Empty talk about customer feelings doesn’t do anything for your business.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

ClientSuccess

FEBRUARY 14, 2019

From : Gregg Frohman , Director of Consulting. My mornings tend to begin with a little exercise and a lot of coffee. The personality test that comes with this book is the most insightful personality test I’ve ever taken. Let’s get started with this week’s post! Company : ClientSuccess. Location : Lehi, Utah.

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Consulting Consulting Best practices SaaS 50

Beyond Philosophy

JANUARY 19, 2019

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. However, exercise caution wielding this powerful new tool. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience. <!–more?. –more?.

Marketing 210

Marketing Customer emotions Consulting Consulting 210

Beyond Philosophy

DECEMBER 28, 2020

This exercise is one of the first things we do when consulting an organization. A person from that culture managing that experience locally has his or her Intuitive System trained already and can detect when something is awry. The post Designing Country Culture into Your Global Experience appeared first on CX Consulting.

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Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

FEBRUARY 20, 2020

As you recall, the future of interaction on social media is for a brand to respond as if it were a person, and it will likely be AI-powered in the future. Moreover, this exercise requires an understanding of human behavior, interactions, and knowledge of what is happening with customer interactions emotionally rather than rationally.

Construction 406

Construction Chatbots Consulting Consulting 406

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. Another way to try to overcome Confirmation Bias at an individual level is to walk a mile in another person’s shoes.

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Consulting Consulting Customer Experience Management 300

Beyond Philosophy

OCTOBER 4, 2018

I am a morning person. 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. As a global Customer Experience consultant, I encourage my clients to design accommodations for this effect in the Customer Experience. For example.

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

JANUARY 19, 2019

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. However, exercise caution wielding this powerful new tool. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience. <!–more?. –more?.

Marketing 199

Marketing Customer emotions Consulting Consulting 199

Beyond Philosophy

DECEMBER 23, 2015

As a quick summary of the post they were: Asking a person to do a favor makes them like you more because they assume you are the type of person that’s worth a favor. In our Customer Mirrors exercise, we help organizations see their experience from the perspective of the Customer. They are: . Humans are driven by emotions.

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Consulting Consulting Personalization Customer Experience 186

Beyond Philosophy

NOVEMBER 10, 2022

For example, the first people or person is the decision maker. Then, the next group or person is the person you think won’t like the idea. The last group or person would be people or a person you consider an ally. The exercise requires people to say no to everything for 24 hours.

Telemarketing 195

Telemarketing Healthcare Customer effort Personalization 195

ShepHyken

DECEMBER 4, 2020

Do it yourself, or engage with a customer experience consultant like us. Creating a customer experience roadmap is not an easy exercise. When you offer only one better touchpoint, all the other points look and feel even worse. So, take the time to build your customer experience roadmap and align your budgets with it. They deserve it.

Customer Experience 346

Customer Experience Airlines Customer centricity Surveys 346

Beyond Philosophy

MAY 26, 2022

Dommer says certain personality traits relate to people’s identities more than others. Dommer says that when you ask people to describe themselves, some start with personality traits. For example, they might say, “I’m funny, intelligent, and [insert whatever personality trait you might have].

Personalization 195

Personalization Marketing Consulting Consulting 195

ChurnZero

JANUARY 18, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. As a Customer Success recruiting firm, we speak with active and passive job seekers all day, every day.

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Consulting Consulting SaaS Feedback 98

Beyond Philosophy

SEPTEMBER 13, 2017

Part of the exercise was to make virtual meal choices along the way. I understand this thinking; I am exactly this person. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. I never go with the highest one or the lowest one.

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Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

JUNE 8, 2016

The prominent economist, the John Kenneth Galbraith said: “A person buying ordinary products in a supermarket is in touch with his deepest emotions.”. To find out, you need to undertake an Emotional Signature® exercise to assess your current level of emotional engagement with your customers. These are all excellent tactics.

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Consulting Consulting Customer Experience Personalization 283

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. Who is the manual geared toward?

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Consulting Consulting Customer Experience Feedback 67

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Flexibility at work means employees feel empowered to take care of personal responsibilities while contributing to greater company goals.

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Employee engagement Consulting Consulting Morale 108

Beyond Philosophy

MARCH 26, 2021

Customers also say things like the organization focuses on them, like the customer is the only person in the room or that the representative picks up the customer’s call right away. Even if some of the ideas are terrible or impractical, the exercise has influenced the team to be mindful of making customers feel a specific emotion.

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Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

JUNE 23, 2022

Often, the customers were people the shop owners knew personally from shopping in their small business for years. The most critical part of this exercise is to keep the respondents engaged. The post 5 Rules for Effective Customer Research That Make A Difference appeared first on CX Consulting. Subscribe today right here.

Surveys 195

Surveys Consulting Consulting Metrics 195

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. Of course, there is a personal cost to every person or employee impacted by the mental health issues of their co-workers, families and friends, yet this topic is seldom discussed.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

ChurnZero

JULY 6, 2023

Once they went through this exercise, the problem became obvious. Do they receive a personalized video from the CEO welcoming them to the community? The entire exercise should be centered on answering this question: What is it you want customers to think, experience and feel at each stage in their relationship with your company?

Journey mapping 52

Journey mapping SaaS Consulting Consulting 52