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You Can’t Legislate Customer Centricity

Beyond Philosophy

We are making sure our government integrates intelligence to combat cyber threats, just as we have done to combat terrorism. Can you legislate a critical part of serving your Customers well in this way? Customer centricity is not the result of a sweeping (and frankly, rather relaxed) standard issued by the government.

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Future Of Marketing Wins A Nobel Prize!

Beyond Philosophy

In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. An approach that looks at customer emotions would listen to what customers are thinking, saying and experiencing. Theme parks are a good example of how this might play out.

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How Not To Engage Employees: Telecoms Lead The Way Again

Beyond Philosophy

The federal government pressured both sides to return to the negotiating table in Washington D.C. How to Measure Customer Emotions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. with the help of a federal mediator.

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5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. Emotions create memories. It is crucial today to keep the customers that you’ve got, let alone attracting new customers.

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What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I am not judging the Scots by any means.

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Are you Prejudiced?

Beyond Philosophy

We have emotions that create instincts and “gut feelings” that affect our judgment and actions. At the same time, however, we have reason that helps us use rational deliberation to help us plan and govern our actions. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

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How to Measure Customer Emotions

Beyond Philosophy

In this series, professionals describe what numbers govern their happiness. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. Write your own #MyMetric post here. What is the NEV?