Beyond Philosophy

APRIL 21, 2021

How to Build UNBREAKABLE Relationships With Your Customers. In this episode, we speak with Jason Ten-Pow , President of ONR CX and author of the new book UNBREAKABLE: A proven process for building relationships with customers , about how to build deeper and profitable relationships with customers. Please tell us how we are doing!

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Consulting Consulting Customer Experience Surveys 195

Satrix Solutions

MAY 13, 2021

With this in mind, we offer several complexities to consider when surveying your B2B customers. Fortunately, many of the considerations when building your customer satisfaction and loyalty survey can actually free you from the common constraints found in general consumer surveys. Be open to complexity in survey design.

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B2B Surveys B2C SaaS 78

ProProfs Blog

APRIL 16, 2020

With the in-depth knowledge of the user’s perspective, the content marketing strategy gets closer to its goals, and online surveys are great to obtain this knowledge. SEMrush survey shows that only 9% of businesses are fully satisfied with their strategy, which reveals the necessity of improvement in this. Create Happy Customers.

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Surveys Marketing Feedback Consulting 78

PeopleMetrics

JULY 29, 2020

I have been writing and taking surveys for 30+ years. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. No bad surveys.

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Surveys Consulting Consulting Analytics 71

Beyond Philosophy

FEBRUARY 26, 2022

07:59 We explain how your customers essentially “Cross the Rubicon” in your experience, too. 17:16 We discuss how all the decisions along the way are also subject to the Rubicon Model. 21:07 The discussion turns into how to strategize in your experience to take advantage of the timing for customer decision-making.

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Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

JULY 31, 2021

09:15 Colin shares a story about how a low price can send the wrong signals, too. 12:05 Ryan explains how Reference Points can help customer evaluate intangible items. 14:46 Colin shares and example of what Anchoring can do for your pricing, and how to pay too much for things in some cases. Please tell us how we are doing!

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

FEBRUARY 16, 2022

Please tell us how we are doing! Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. How can we help? The post Unlocking The Future: How To Use Data To Predict Your Customers Next Move appeared first on CX Consulting.

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Self service Consulting Consulting Customer Experience 221

Beyond Philosophy

FEBRUARY 22, 2019

Measuring customer emotions is vitally important as over 50% of a customer experience is about how a customer feels. This appears to be a significant challenge for researcher’s in today’s world, as well as getting Customers to answer surveys in the first place. <!–more–>

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Customer emotions Consulting Consulting Surveys 312

Beyond Philosophy

DECEMBER 15, 2021

Please tell us how we are doing! Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. How can we help? The post How to Successfully Change to a Digital Experience and Create ROI appeared first on CX Consulting.

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Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

JULY 16, 2022

Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy?

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Consulting Consulting Surveys Customer Experience 394

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. 07:29 We identify how opportunities to improve often exist that correspond to regular business expenses that cost you nothing extra to fix. Complete this short survey.

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Customer Experience Consulting Consulting Enterprise 221

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?

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Surveys Feedback SaaS B2B 78

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

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Surveys B2B Advertising Feedback 78

Beyond Philosophy

JANUARY 8, 2022

Please tell us how we are doing! Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. How can we help? How to Rationally Decide if the Time Has Come to Sack Them appeared first on CX Consulting.

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Consulting Consulting Accountability Customer Experience 221

Beyond Philosophy

SEPTEMBER 26, 2018

We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them. How Do We Measure a Feeling? By that, I mean with a customer survey in the mail or online, etc.

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Customer emotions Consulting Consulting Customer Experience 324

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

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Surveys B2B Feedback Technical Support 78

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. Do it yourself, or engage with a customer experience consultant like us. They deserve it.

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Customer Experience Airlines Customer centricity Surveys 348

ShepHyken

FEBRUARY 20, 2024

She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,” It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again.

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Metrics Customer Service Consulting Consulting 377

Beyond Philosophy

DECEMBER 8, 2023

In this episode, we talk about how to make this distinction. We also talk about how to develop strategies that nurture genuine customer loyalty. Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. How can we help?

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Airlines Consulting Consulting Education 221

Beyond Philosophy

DECEMBER 22, 2023

Here are some other key moments in the discussion: 04:11 Mead kicks off the discussion about AI with his predictions for the short term, meaning the next one to five years, and it might surprise you to hear how easy it will be for customers. 11:51 We discuss examples of how future AI-enabled CXs will have more proactivity than they do today.

Consulting 221

Consulting Consulting Education Customer effort 221

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. A study by the Boston Consulting Group showed that companies that followed a data-driven approach to decision making could expect an increase of 20-30% in their earnings. The “why?”

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Surveys Upselling Employee engagement Sales 122

Toister Performance Solutions

JUNE 13, 2019

Andrew Gilliam, ITS Service Desk Consultant. Andrew Gilliam is an ITS Service Desk Consultant at Western Kentucky University. He improved the response rate to customer service surveys by 370 percent simply by changing the wording of the survey invitation email. Small changes can often lead to big results.

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Surveys Consulting Consulting Feedback 48

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. Have you ever been inside a Whole Foods that sells Louis Vuitton bags? Most likely no.

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Marketing Customer Service Consulting Consulting 253

Beyond Philosophy

AUGUST 27, 2022

Intuition comes from the fast and automatic part, so understanding how that works will also help you understand when your intuition is serving you—or failing you. 03:48 Ryan discusses what he learned from Hogarth’s book regarding where intuition comes from and how it forms. Please tell us how we are doing! How can we help?

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Consulting Consulting Surveys Customer Experience 354

Beyond Philosophy

JUNE 15, 2018

Now, to be clear, I don’t mean a shallow survey or a quick question here or there. You need to dig in and understand how your experience performs in relation to their expectations and their idea of what your product or service should cost. Here’s How To Check appeared first on. The post Is Your Price Right?

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Airlines Accountability Consulting Consulting 360

Beyond Philosophy

MAY 28, 2022

This week we consult Bob about how to find out if the account he manages as part of his new position trusts his company. 04:13 We share our first suggestion for Bob, which is to ask customers if they trust you, preferably on surveys, which is the easy part; the hard part is what we tell you about the answers.

Consulting 221

Consulting Consulting Accountability Surveys 221

PeopleMetrics

FEBRUARY 21, 2023

To help your business start researching the customer experience at your organization, this guide will dive into a few essentials for how to develop a research program. Standard CX programs should strive to survey customers and collect their feedback about various aspects of the customer journey. Feasibility of data collection methods.

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Customer Experience Journey mapping Surveys Banking 117

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. I conducted a survey of 1,084 U.S. Despite the widespread use of surveys, many companies are doing a poor job identifying the problems that lead to customer rage.

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Customer Service Surveys Consulting Consulting 141

Clarabridge

APRIL 26, 2017

Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? In a recent blog post, Net Promoter Score and Customer Feedback Consultant Adam Ramshaw outlines some ways to set targets for NPS surveys.

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Surveys Customer Experience Consulting Consulting 69

Connecting the Dots

JUNE 30, 2021

In an article published by Customer Think, author John Goodman explains the key differentiators between companies that move the needle following investments in customer surveys and those companies that do not. Learn how to get executive buy-in to KPIs and to keep the same objective for at least six years. READ the full article here. .

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Best practices Surveys Engineering Consulting 62

Beyond Philosophy

APRIL 9, 2018

Now that we understand each other on that fundamental point, here are my suggestions for how to get your customers to talk: Invest a lot of time with customers. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Feedback Personalization Consulting Consulting 262

Beyond Philosophy

FEBRUARY 13, 2021

In it we learn the habitual cycle of customer behavior and also how to change habits using the different parts of it. 09:37 We share a story about how Delta understood my trigger at the airport, and got me to change my habits using that information, and why it worked. Please tell us how we are doing! Complete this short survey.

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Government Consulting Consulting Customer Experience 448

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. The company started out as a survey tool for academics and has grown into a multi-product feedback software. You will need to reach out for a consultation first.

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Feedback Consulting Consulting Enterprise 83

Beyond Philosophy

NOVEMBER 6, 2021

These rules help you come to better outcomes with your dissatisfied customers and how to see complaints for what they are: opportunities to improve what’s broken in your Customer Experience. When it comes to handling customer complaints, there is no substitute for understanding how customers feel and showing them empathy.

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Consulting Consulting Customer Experience Surveys 243

Fonolo

AUGUST 25, 2022

We’ll cover what accessibility looks like for agents and customers, and how to create an accessible call center. How to Improve Call Center Accessibility. TIP: Hire an accessibility consultant to provide a presentation and take Qs and As from your agents. Yes, we know how far IVR has come. Customer satisfaction surveys.

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Call Center Interactive Voice Response Contact Center Wait times 87

Beyond Philosophy

MARCH 7, 2024

While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives.

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Customer emotions Construction Surveys Finance 195

ProProfs Blog

FEBRUARY 21, 2019

Conducting widespread research is no longer a time-consuming activity, companies have started adopting survey software to help conduct this research. We asked various customer experience experts how survey results have helped shape their marketing campaigns. Bruce Harpham B2B SaaS Content Marketing Consultant. The result?

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Surveys Marketing B2B SaaS 95