Call Center Weekly

OCTOBER 30, 2017

I've also utilized the following as training opportunities: Shadow Mentorship Webinars Department Library Lunch and Learn Meet up groups Volunteer Opportunities Alternative training methods also lend well to the diverse learning styles. I have led or consulted contact centers of various sizes across numerous industries.

Government 240

Government Contact Center Consulting Consulting 240

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. Read on for three key takeaways from this discussion, or listen to the no-holds-barred conversation by watching the full webinar on-demand.

Sales 89

Sales Upselling Accountability SaaS 89

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Ashley also suggested that sending a personal message or offer from your CEO can go a long way with the customer. Elevate a communication by sending it from a member of your executive leadership team with a personal message or offer.

Morale 72

Morale Education Surveys Accountability 72

Beyond Philosophy

SEPTEMBER 13, 2017

I understand this thinking; I am exactly this person. Join us for our Intuitive Customer Conversations webinar series. These FREE and informative webinars are designed to expand on the ideas behind understanding customer behavior. Webinar times are at 11am Eastern USA time every other Monday.

Consulting 373

Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. I tell them in blogs, in the books I write, and in the webinars we offer. Stories help people connect a concept to a real-life experience.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

SEPTEMBER 12, 2016

When you ask a person why they bought something, they can always tell you straightaway. Is the person lying? As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. It might not be the reason, but it’s the reason they give. Tell us about an irrational purchase that you have made.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

SEPTEMBER 26, 2016

It can also be called a trigger, e.g., the person has just heard troubling news. The routine is the habitual behavior, e.g., the person begins chewing on his or her fingernails and cuticles. As Customer Experience Consultants, we see organizations trying to change customers’ habits all the time. A ROUTINE begins.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

NOVEMBER 13, 2017

Burton conducted an experiment where he showed people pairs of faces and asked them whether the two faces were the same person. As a global customer experience consultancy we have recognized for a long time that customers’ overall experience with a company or brand is driven primarily by emotional and subconscious factors.

Consulting 334

Consulting Consulting Banking Customer Experience 334

Beyond Philosophy

JULY 13, 2016

On how personalization can improve a customer’s online experience, the online retailer said it was important to examine “past transactions and entry points to serve relevant content.”. Q: Is Personalization imperative for Customer Experience. When you personalize the experience for a person, they feel cared for, valued, appreciated.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

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. One of the significant discussions we had in that webinar was about customer intent. However, that isn’t as difficult in an in-person interaction. appeared first on CX Consulting.

Technology 402

Technology Consulting Consulting Personalization 402

Beyond Philosophy

OCTOBER 3, 2016

In this type, you compare traits of someone you see to a personal archetype. When we work with our clients in the Customer Experience Consultancy side of Beyond Philosophy, we share these heuristics and help our clients design an experience that appeals to their customers’ need for easy. We want habit!

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 15, 2015

If a person is cognitively depleted (Read: tired), then they are far more likely not to participate and look for an easier path of resistance (read: your competition’s experience). Please CLICK HERE to join us for the Webinar. Who doesn’t feel cognitively depleted from time to time? on September 24th at 12 p.m.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! Personally, I value people who challenge me in a positive way… this means not just saying “Yes!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

JANUARY 2, 2019

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Sign up for webinars. Hire consultants to run a workshop. But we can change it.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

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. Join me for a FREE webinar, Where Customer Experience Measurement Goes Wrong , on Tuesday 22nd August.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

OCTOBER 17, 2016

In our Customer Experience Consultancy, Beyond Philosophy , we emphasize teaching customer-facing employees to recognize people’s emotions and manage them to a better emotional outcome. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Method:CRM

JUNE 10, 2015

you’ll want to attend our June 17th webinar. In the webinar, Gregg will demonstrate how Method:Donor takes the guesswork out of entering donations for your clients. Register anyway and we’ll let you know when the webinar is available on-demand. The post [Webinar] An Introduction to Method:Donor appeared first on Method:CRM.

Accountability 64

Accountability Education Best practices Management 64

Beyond Philosophy

APRIL 24, 2017

As global customer experience consultants, one thing we know for sure is that a poor Employee Experience leads to a poor Customer Experience. The term represents the emotional engagement that a person has with a brand. Join me on May 2nd for our free webinar, The Future Customer Experience Today. Every company has one.

Consulting 317

Consulting Consulting Banking Customer Experience 317

Beyond Philosophy

SEPTEMBER 18, 2016

Wells Fargo should attend our global book launch webinar for my new book, ‘The Intuitive Customer’ Palgrave MacMillan 2017 and find out how to manage your Customer Experience through the use of behavioural economics. These decisions were made at the sales person level, but each of them had a manager.

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. The concept of making a stronger bond based on personalization and positive emotional outcomes that result from a customer-centered experience is one they already accept. Three Truths Every Marketer Should Know about CX in China.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

COPC

OCTOBER 26, 2023

Related CX Technology Consulting Fusing technology and expertise to design and deliver exceptional service journeys. We refer to this as giving the LLM amnesia, just like a person with amnesia who can communicate with language but can’t remember anything. Think of “amnesia” as a protective mechanism.

Technology 76

Technology Customer Experience APIs Consulting 76

Beyond Philosophy

NOVEMBER 15, 2017

In our global Customer Experience Consultancy, we train our clients to assess how Customer-centric they are. Do you have a person or team of people responsible for managing the Customer Experience for your organization? How is Your Organization Focused? Astonishing BIG Gains from Little Changes!

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

JANUARY 26, 2015

Anything else gets my personal VETO. Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. 4 Ways to Gain Customers’ Trust in Data Security.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

SEPTEMBER 25, 2017

The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. Customers universally hate them, and it can be frustrating when you need to talk to a real person, but can’t figure out how to reach one. But I have a big problem with Big Data. Unbelievable!

Big data 284

Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept. All people have different influences that come to bear on what they buy and from whom.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

TechSee

JUNE 16, 2022

This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Brad Cleveland, Author, Speaker & Consultant. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

MARCH 29, 2017

Employees are now referred to as Partners since the founder, John Spedan Lewis signed away his personal ownership rights to the employees some years ago. I founded my global Customer Experience Consultancy in 2002 when Customer Experience wasn’t a thing yet. Perhaps in this way, John Lewis is omniscient in their omnichannel strategy.

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

Beyond Philosophy

FEBRUARY 5, 2018

Personally, I’m not so sure. One of the most important things we teach in our customer experience consultancy is that customers’ feelings and subconscious factors are the biggest influencers of customer behavior. The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop.

Consulting 250

Consulting Consulting Big data Banking 250

Beyond Philosophy

SEPTEMBER 22, 2016

Cognitive depletion (also called Ego Depletion) refers to the state of mind a person reaches when they are tired where they no longer make good decisions. This short video explains the concept in more detail: We see this behavior in our day-to-day work as Customer Experience Consultants. Do you recognize this thinking in yourself?

Consulting 318

Consulting Consulting Customer Experience Personalization 318

Beyond Philosophy

OCTOBER 24, 2014

Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. We hope to see you at our webinar, “ How to Become TripAdvisor’s No.1 Many organizations recruit employees for their technical competence.

Consulting 297

Consulting Consulting Customer Experience Feedback 297

Beyond Philosophy

MARCH 4, 2019

Our guest, Zhecho Dobrev is a senior consultant at Beyond Philosophy and he shared some of the latest developments in the field. As global Customer Experience consultants, the challenge for us has always been capturing authentic customer emotions. So, What Do We Mean by Authentic Emotion Measurement? You can put people in MRI scanners.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

JUNE 27, 2016

In the “after” photo, the person is thinner, but also stands in a more open posture, with chest thrust out and tummy tucked in. A closed posture with crossed arms can effectively convey dominance and a no-nonsense attitude, so it might be good for a personal injury lawyer. Does posture matter? The Role Of CX In A Sales Culture.

Customer centricity 282

Customer centricity Consulting Consulting Personalization 282

Beyond Philosophy

JUNE 7, 2017

There are, in fact, only a handful of CEOs who have managed to retain their personal vox populi, and these are usually the CEOs of companies that have been building brand trust and loyalty for a lot longer than most. The Trust CX. Trust is a basic component of a good Customer Experience. Small Talk And Trust. The post Is Trust Dead?

Government 304

Government Advertising Surveys Marketing 304

Beyond Philosophy

OCTOBER 16, 2017

Color and brand personality. It can also be very effective in helping customers understand the personality of your brand. Find out more in our next FREE webinar Customers Are Irrational – Don’t Fight It, Embrace It! on October 19th. New Research Reveals Lack Of Customer Understanding.

Consulting 301

Consulting Consulting Customer Experience Personalization 301

Beyond Philosophy

JUNE 26, 2017

When there is trouble, customers want to speak to a person about it, to feel that it is taken care of and resolved. As global Customer Experience Consultants, every Customer Experience has, what we call, an Emotional Signature®, whether they are deliberate about it or not. Ostensibly, retailers want the same things. Credit Crisis.

Consulting 305

Consulting Consulting Sales Customer Experience 305