Beyond Philosophy

FEBRUARY 8, 2024

My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language. In my global Customer Experience Consultancy, I have trained countless employees on using the right types of language.

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Scripts Consulting Consulting Personalization 195

Russel Lolacher

FEBRUARY 1, 2021

A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. This was not a presentation. ” – M.F.

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Personalization Employee engagement Consulting Consulting 81

Beyond Philosophy

JANUARY 14, 2023

For example, I like to make drawings with pen and paper during my sales presentations with a contact. However, there are several signals that a person sends when they are ready to buy. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. If they do, it’s a good sign.

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Consulting Consulting Sales Surveys 243

DMG Consulting

APRIL 19, 2023

AI technologies are enabling smart applications that invite agents to request their own schedules, shift swaps, work hours, or time-off,” said Donna Fluss, President of DMG Consulting. It also presents customer satisfaction survey results that rate the vendors and their products. To order your copy of the Report, visit dmgconsult.com.

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Consulting Consulting Enterprise Marketing 48

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 870

Transportation Surveys Consulting Consulting 870

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.

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Consulting Consulting Personalization Management 195

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?

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Engineering Consulting Consulting Customer Experience 259

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.

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Personalization Consulting Consulting Enterprise 52

DMG Consulting

FEBRUARY 14, 2022

DMG Consulting Releases New Report on The State of Artificial Intelligence in Contact Centers. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting . MEDIA ALERT.

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Consulting Consulting Contact Center Virtual Agent 48

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.

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Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! So, I named my company Beyond Philosophy.

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Consulting Consulting Customer Experience Customer retention 461

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.

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Consulting Consulting Personalization 52

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.

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Self service Consulting Consulting Contact Center 124

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.

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Marketing Entertainment Consulting Consulting 405

Education Services Group

MARCH 11, 2022

If people are expected to deliver a business-impacting service like Customer Success, doesn’t it make sense to consult with them to programmatically gather their feedback about what they are seeing and experiencing as they deliver it? The post Making Purpose Personal appeared first on ESG. Ability to collaborate with strategy.

Personalization 52

Personalization Automotive Best practices Education 52

Beyond Philosophy

FEBRUARY 20, 2021

We talk to Pine about how the pandemic changed in-person events, trade shows, and conferences for the better and what we can learn from going virtual. The idea behind the hybrid event is a live event with attendees, and then a simultaneous online event complements the in-person one. Businesses responded to this need with hybrid events.

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Consulting Consulting Customer Experience Surveys 195

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. It’s surprising what we can accomplish when the opportunity presents itself. I thought I would share them here as well.

Consulting 221

Consulting Consulting Government Coaching 221

Beyond Philosophy

OCTOBER 2, 2017

Whether the person is conscious of their emotions or not, people buy based on how they feel. Since you can’t rely on customers to account for what made them feel the way they did, you must understand the hidden influences present in your current Customer Experience and how they motivate behavior.

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Customer Experience Customer emotions Consulting Consulting 573

Beyond Philosophy

DECEMBER 26, 2020

However, even a year as challenging as this one presents new insights and opportunities for us all. From the impressive power of human resilience and ingenuity during crises to a renewed appreciation for the most important things in life, we share both personal and professional lessons we learned this year. How can we help?

Consulting 259

Consulting Consulting Surveys Customer Experience 259

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. However, what the Forrester Consulting survey revealed is that this real-time data isn’t helping CX, at least not at the moment. What is a CX Data Platform? Use of a single data point.

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Consulting Consulting Customer emotions Personalization 321

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

DECEMBER 19, 2017

They include: Personalization. It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there. In my experience British companies like to do things by themselves rather that invest in bringing in consultants like ours. Time and Effort.

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Customer centricity Consulting Consulting Banking 382

Customer Guru

APRIL 10, 2018

Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. He has also launched his personal portal www.delightingcustomers.com with the sole objective of helping organizations develop their business with the philosophy of ‘Sales Heaps but Service Reaps’.

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Consulting Consulting Customer Service Customer centricity 110

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.

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Self service Analytics Personalization Consulting 221

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 448

Transportation Surveys Consulting Consulting 448

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. I had a terrible presentation to a C-suite for a retail client once. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Consulting Consulting Customer Experience Management 390

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. Key Takeaways. Click here find out more.

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Customer Experience Consulting Consulting Customer centricity 370

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. Second, you can examine how to customize your present experience to serve their needs and concerns and maximize your flexibility.

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Consulting Consulting Marketing Personalization 406

Beyond Philosophy

FEBRUARY 16, 2022

16:14 We discuss the differences between customers regarding the channels they use to interact with a company and how data can help you provide solutions to present a consistent experience regardless of the contact made. 22:09 Colin asks about segmentation and how they use it to personalize experiences.

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Self service Consulting Consulting Customer Experience 221

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.

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Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

JANUARY 15, 2019

Research shows that when more testosterone is present in the body, people are more likely to engage in risky behavior. The way choices are presented changes our risk tolerance. The chances you take as a young single person might be different than ones you take as a parent with a mortgage.

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Consulting Consulting Accountability Customer Experience 257

Beyond Philosophy

APRIL 28, 2019

15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. What Customer Emotions Drive the Most Value. I didn’t know.

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Customer emotions Consulting Consulting Marketing 316

Beyond Philosophy

AUGUST 15, 2020

This slant is the result of our self-presentational concerns. In other words, we don’t want to come across as a negative person. Professor Melumad says there are two important points about these boundary conditions, which include: People are more likely to disclose personal information on their phones than their computers.

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Consulting Consulting Personalization Surveys 345

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. Empathy and sensitivity are the traits you would look for in a person managing an EX program. The first person we would hire would be the Head of CX. So the second person we would hire would be a Customer Insights Manager.

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Journey mapping Analytics Customer centricity Government 307

Beyond Philosophy

DECEMBER 17, 2022

Keep on rolling with your present strategy.). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. The post New Year’s Resolutions: Why some people win, but most people lose appeared first on CX Consulting. Want to be in the second group?

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Consulting Consulting Surveys Customer Experience 150

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. I had a terrible presentation to a C-suite for a retail client once. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Consulting Consulting Customer Experience Management 300

Beyond Philosophy

MARCH 7, 2019

I went to a presentation about the results of our research concerning customer satisfaction with some of our key products and services. I was taken by the fact the person presenting was presenting it as if to say, “I don’t know why I bother in presenting this to you.” I stopped her and asked her why.

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Customer emotions Surveys Consulting Consulting 305