Beyond Philosophy

MARCH 1, 2019

Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions. Those that do measure customer emotions don’t think about how they will use it. To measure customer emotions, you need the proper tools to do a job.

Customer emotions 246

Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

JUNE 17, 2019

There are three things in particular that drive me nuts at a restaurant, because they blatantly show that the restaurant is not customer centric. As we discussed in our Podcast recentl y , a restaurant — or any business — that does not develop a customer-centric culture cannot deliver a great customer experience.

Customer centricity 304

Customer centricity Consulting Consulting Scripts 304

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience? Customers are Irrational: Stop Fighting It.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

JULY 11, 2016

Most corporate apps are clunky, not Customer-centric. They are not, for the most part, customer-centric in their approach. IT people, for the most part, are not the most customer-centric individuals in the world. This process is a chance to start again with new, customer-centric thinking.

Customer centricity 306

Customer centricity Consulting Consulting Customer emotions 306

Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

Journey mapping 358

Journey mapping Banking Customer emotions Customer centricity 358

Lumoa

FEBRUARY 16, 2023

It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important?

Feedback 94

Feedback Best practices Analytics Surveys 94

Beyond Philosophy

OCTOBER 2, 2017

Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric. It is far better to simply admit that things aren’t right, apologize and explain how you’re going to fix the problem. Review Sites are Helpful – If a Company Bothers to Listen.

Customer centricity 333

Customer centricity Consulting Consulting Customer emotions 333

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

DECEMBER 7, 2016

We have a wide range of resources – ranging from learning the CX Essentials to the T ools for a customer centricity assessment. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

DECEMBER 5, 2017

The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge. We see this sort of thing all the time in our global Customer Experience consultancy.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Help Scout

AUGUST 5, 2021

Great customer service folks are often highly empathetic, putting them at risk of taking on some of those customer emotions, leading to compassion fatigue. Customer service staff care. At least in customer-centric companies, the customer-facing folks care about their customers and about doing a good job.

Customer Service 135

Customer Service Management Customer centricity Customer emotions 135

Beyond Philosophy

NOVEMBER 16, 2016

We have a wide range of resources – ranging from learning the CX Essentials to the tools for a customer centricity assessment. If you enjoyed this post, you might be interested in the following blogs: · The Secret to Rewarding Customer Loyalty. · How to Measure Customer Emotions. · Are You Inside-Out or Outside-In?

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

JULY 6, 2016

These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JULY 13, 2016

EST, for more insight on how to create a customer-centric digital experience for your customers in our 30-minute webinar, “5 Steps for an Effective Customer Centric Digital Transformation.” How to Measure Customer Emotions. Register here today !

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

FEBRUARY 3, 2022

She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. How to Operationalize Journey Mapping. In one of my books, Revolutionize Your Customer Experience , I delved into research about the nine internal areas that affect Customer Experience.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works. So what can the rest of businesses learn from them?

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

APRIL 2, 2020

What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this. I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural.

Customer centricity 399

Customer centricity Customer emotions Consulting Consulting 399

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

SEPTEMBER 27, 2017

It would build goodwill by adjusting its billing practices to alleviate customers’ financial stress, instead of maximizing its own profits by forcing customers to apply for rebates on a case by case basis. In short, it would be attuned to its customers’ emotional reactions.

Wireless 294

Wireless Telecommunications Customer centricity Customer emotions 294

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

Beyond Philosophy

JULY 29, 2021

Often, the best leader is the person with the ability to get on with people and understand how emotions play into the team. Also, the ability to read people allows them to understand customer emotions. Some artistic talents and emotional intelligence can get overlooked or underappreciated.

Customer Experience 222

Customer Experience Consulting Consulting Customer centricity 222

Beyond Philosophy

OCTOBER 24, 2014

If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction ” on Thursday, October 30th, 2014. I couldn’t agree more.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

Beyond Philosophy

SEPTEMBER 5, 2014

Not only does it make it easy since you don’t have to remember what you told each particular person, but it also gives you direction on how to plan your time because you have to keep your commitments. View our books on Customer Experience here. I like the simplicity of this. If you would like to follow Beyond Philosophy click here.

Employee engagement 199

Employee engagement Customer emotions Customer centricity Customer Experience 199

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

SEPTEMBER 5, 2014

Not only does it make it easy since you don’t have to remember what you told each particular person, but it also gives you direction on how to plan your time because you have to keep your commitments. View our books on Customer Experience here. I like the simplicity of this. If you would like to follow Beyond Philosophy click here.

Employee engagement 150

Employee engagement Customer emotions Customer centricity Customer Experience 150

Beyond Philosophy

DECEMBER 3, 2015

To do your job effectively you should understand how emotions are evoked and design this into your Customer Experience or campaign. You therefore need to understand behavioral economics and how to make the most of Customer’s irrationality. Welcome to the new world of practical behavioral economics!

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Lumoa

FEBRUARY 6, 2018

Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? How to overcome those challenges? How to overcome those challenges? It’s more than just digital.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.

Journey mapping 77

Journey mapping Customer emotions Customer centricity Contact Center 77

Beyond Philosophy

JULY 16, 2015

When we train front line people on how to read nonverbal communication, we recognize this is a critical part of emotional intelligence. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. We all do it all the time. Reserve your spot today!

Customer centricity 337

Customer centricity Personalization Customer emotions Marketing 337

360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.

Journey mapping 56

Journey mapping Customer emotions Customer centricity Contact Center 56

CX Global Media

MAY 11, 2020

You also need to know how to apply AI to enhance your customers’ experience effectively. Studies have shown that using AI in the contact center can either improve or diminish customer engagement and retention. How to introduce AI to your customers successfully. But which ones?

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

Vonage

MARCH 26, 2018

Create a customer-focused vision statement Defining your customer service principles in a vision statement provides a strategic reference point. The easiest way to create a customer-centric vision statement is by focusing on key expectations identified in your customer profiles.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58