Beyond Philosophy

JANUARY 2, 2019

On my recent podcast , I shared the following seven issues that are causing this situation. You have to know what matters most to customers so you can fix the right stuff. You have to know what matters most to customers so you can fix the right stuff. However, if that happens, I worry Customer Experience as a movement will die.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

FEBRUARY 19, 2019

It was not a fruitful conversation; they were in denial. We hosted a special guest Professor Barbara Kahn from the Wharton School at the University of Pennsylvania on our recent podcast. Professor Kahn co-hosts a weekly program on Sirius XM Channel 132 called “Marketing Matters.” Streaming is never going to catch on.”.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

Beyond Philosophy

JULY 27, 2023

We are discussing authenticity here because one of our podcast listeners asked us to discuss it. Then again, if it felt authentic to the attendees, does it matter if it was? They matter a lot for certain things, and for others, they’ll matter less. Authenticity is an essential part of an experience.

Customer centricity 195

Customer centricity Personalization 195

Beyond Philosophy

OCTOBER 4, 2018

No matter what my mum told me, I am not unique. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast. Hear the rest of the conversation on “ How Does Time of Day Affect How Much We Sell?” on The Intuitive Customer Podcast. For example. I am a morning person.

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

JANUARY 10, 2019

We discussed how our mental accounting affects our behavior as customers in our recent podcast. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive.

Accountability 317

Accountability Customer Experience Entertainment Benchmark 317

Beyond Philosophy

JULY 24, 2019

We discussed Facebook on a recent podcast and the implications of privacy violations for their users. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. That is where I sit.

Customer centricity 348

Customer centricity Government Morale Advertising 348

Beyond Philosophy

JANUARY 13, 2022

This topic came up on a recent podcast. Sometimes, Robert says, no matter how much time, effort, and investment you put into improving the customer relationship, it remains dismal from both perspectives. There is a process, and today we will look at when and how you should sack a customer. . But there are limits. Who Should Decide?

Accountability 195

Accountability Consulting Consulting Sales 195

Customer Service Life

APRIL 12, 2023

In this post, I’ll share a quick rundown of some of these recent conversations along with a handful of articles I’ve had the privilege of contributing to. The CX Passport Podcast I recently joined my friend, Rick Denton on episode 94 of his podcast. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

Beyond Philosophy

MARCH 28, 2019

We discussed uncertainty in business and Customer Experience and how to cope with it in a recent podcast. A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. Coping with Uncertainty in Business.

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

FEBRUARY 19, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. One of the overarching principles that guide your behavior when engaging with senior executives is to remember what matters to them most. A lot of the behavioral sciences can feel intimidating.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel.

Sales 195

Sales Management Marketing Consulting 195

Beyond Philosophy

JUNE 6, 2019

We did a recent podcast on how people are sometimes scared of new technology. It’s a matter of when and in what way firms choose to use them. We have discovered since discussing and writing about it, that plenty of people find facial recognition technology and facial expression analysis technology creepy.

Airlines 354

Airlines Banking Technology Customer emotions 354

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. Look at podcasting as its own program. I love that.

Entertainment 122

Entertainment Education Employee engagement 122

Nicereply

DECEMBER 3, 2020

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. But in this podcast, our guest Jacob Wick from the Customer Care team at Slido , argues that it doesn’t matter who’s right; it only matters what the customer wants to accomplish.

Customer Care 97

Customer Care Customer Experience Customer Service 97

Beyond Philosophy

MAY 31, 2019

We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. We prepare for what we see is inevitable and put our hopes in the most unlikely of positive outcomes. This behavior is how we react to uncertainty. However, it is doubtful that she will ever be in an airplane crash.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

Beyond Philosophy

APRIL 4, 2019

We discussed where branding and Customer Experience interact and prioritize in a recent podcast. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. What does that mean?

Call Center 326

Call Center Consulting Consulting Benchmark 326

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. I share them because I have also learned that if you don’t deal with them correctly, you can endanger your career.

Consulting 221

Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

JULY 11, 2019

One of the things this example shows is that as a restaurant owner, it doesn’t matter how good your restaurant is. It also doesn’t matter how close it is to various locations or how short the wait time is either. We explored how we retrieve these memories at the moment of decision in a recent podcast.

Consulting 297

Consulting Consulting Benchmark Advertising 297

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. She is a Subject Matter Expert in Product Lifecycle Management (PLM), Product Portfolio Management (PPM), Labeling and Artwork Management (LAM) for manufacturers.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven. Customer research should be a priority every year. Cast your net wide.

Surveys 195

Surveys Consulting Consulting Metrics 195

Beyond Philosophy

OCTOBER 18, 2019

We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service. My regular readers (and podcast listeners) know that I love Apple. These two systems work together and tradeoff tasks between them. The Two Systems are not exclusive.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

SEPTEMBER 23, 2021

On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. The idea for the book came from Hyken’s conversation with the CEO of a haircutting franchise. We all want customers that return and buy more for us. So, how do you get customers to come back? .

Airlines 273

Airlines Feedback Self service Best practices 273

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. We discussed these on the podcast in a series, and they include: You can use each area to determine how Customer-Centric your organization is on a model we call Naïve to Natural. But it isn’t. .

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

NOVEMBER 15, 2019

We discussed Price Image on a recent podcast. Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. It was historically a working-class neighborhood with many immigrant families living there.

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

JULY 28, 2022

Many of their books might only sell to a few readers, but it doesn’t matter to Amazon because it cost them practically nothing to have them “in stock.” Now, you might be thinking, what is the “Long Tail?” ” and are prepared to Google it. Moreover, you might feel tempted to look up “The OA.”

Metrics 221

Metrics Marketing Consulting Consulting 221

ShepHyken

MARCH 4, 2022

If the whole company is focused on the customer experience, everyone can better understand the customers’ needs and what matters to the customer. Engage the customers by providing helpful content in blogs, emails, social media posts, videos, or podcasts. He shares how organizations can deliver a total customer experience.

Customer Experience 180

Customer Experience Customer centricity Sales Marketing 180

Beyond Philosophy

APRIL 18, 2019

We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience. Multiple things occur.

Construction 319

Construction Benchmark Consulting Consulting 319

Interaction Metrics

JANUARY 26, 2024

In this episode of the podcast Distribution Talk , Jason Bader has a far-reaching conversation with Martha Brooke. Highlights from the Conversation: This interview has been edited for length and clarity. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service.

Call Center 62

Call Center Metrics Coaching Surveys 62

Beyond Philosophy

SEPTEMBER 19, 2019

Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining.

Big data 283

Big data Consulting Consulting Customer Experience 283

Beyond Philosophy

APRIL 25, 2019

We had Professor Bill Hedgecock, associate professor of marketing Carlson School of Management at the University of Minnesota, as a guest on a recent podcast to talk about facial recognition and facial expression analysis technology and application in Customer Experience programs. Walmart and KFC use facial recognition technology.

Technology 296

Technology Entertainment Consulting Consulting 296

Nicereply

NOVEMBER 19, 2020

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Others imagine a value-driver function, such as an implementation team or subject matter specialists. In Conversation with Sukhpreet Anand, VP of Operations at Unifyed. Customer Success is a concept that isn’t well defined.

Upselling 98

Upselling Accountability Sales Management 98

ShepHyken

OCTOBER 30, 2018

Making progress on important work, getting things done that matter, and connecting with peers matter is also important. Sam is also the host of CX Cast , Forrester’s weekly customer experience podcast. How can you reduce friction and increase conversions? How the experience ended. What causes employee boredom?

Customer centricity 217

Customer centricity Employee engagement Customer Experience Surveys 217

Russel Lolacher

JANUARY 23, 2022

In episode five of Relationships at Work, I hang out with Vernon Ross , author and found of Enterprise Podcaster, which helps organizations get into the world of podcasting. We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Or, listen on: Apple Podcasts.

Employee engagement 98

Employee engagement Surveys Sales Personalization 98

ShepHyken

DECEMBER 24, 2021

It’s only for certain types of businesses: It doesn’t matter if you’re a small company or you don’t focus on e-commerce, if you handle customer credit card data, you need to be compliant.? . Increased Sales: PCI compliance reduces anxiety for customers sharing sensitive data, meaning more conversions and sales. .

Call Center 308

Call Center outsourcing Banking Education 308

Beyond Philosophy

JULY 29, 2019

In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast. Surprisingly, there are not training courses on company politics and how to deal with them. Politics are everywhere and in every organization. Why Office Politics are Worth Managing.

Consulting 260

Consulting Consulting Morale Benchmark 260

Beyond Philosophy

FEBRUARY 13, 2019

We discussed a common mistake a lot of people make with psychological theory in our recent podcast. The circumstances of the situation matter. However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. What is the mistake?

Consulting 230

Consulting Consulting Benchmark Government 230

Playvox

JULY 25, 2022

Today we’re announcing a new way to learn about customer service for people who love to listen: the Masters of Support podcast. This new podcast showcases expert voices from around the CX industry sharing lessons learned, valuable truths, and extraordinary stories about becoming masters of support. What’s the new podcast all about?

Customer Service 52

Customer Service Contact Center Best practices Customer Support 52