Beyond Philosophy

NOVEMBER 2, 2023

However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Do you want something lesser but more immediate or longer-term with a more significant benefit? Stanford Professor Itamar Simonson is very clever.

Personalization 221

Personalization Sales 221

Beyond Philosophy

OCTOBER 19, 2023

But you won’t be surprised if you ask the question. Consider abstract thinking versus concrete thinking or short-term thinking versus long-term thinking or emotional, hot cognition versus sensible, cool cognition. Also, it doesn’t take any energy to make that decision because it’s always there.

Journey mapping 221

Journey mapping Sales Surveys Education 221

Beyond Philosophy

MAY 4, 2023

Make some long-term decisions and long-term bets. The book has a lot of superior wisdom, but, in particular, I liked Blanchard’s question at one point: What would you do if you weren’t scared? In other words, don’t give up. Rule #5: Make some long-term decisions and long-term bets.

Consulting 195

Consulting Consulting Education Customer Experience 195

Beyond Philosophy

AUGUST 5, 2023

Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. From a psychological perspective, perception isn’t the correct term. 05:00 Before we move further into solving Damien’s pickle, we define our terms in the style of psychology.

Customer Experience 195

Customer Experience Feedback Surveys 195

Beyond Philosophy

SEPTEMBER 22, 2022

Therefore, one issue of the newsletter won’t be enough. ” He implies with his playful description that our brains like patterns, and we couldn’t turn off this preference even if we wanted to. So, we usually don’t. Memory is also classified into two types, short- and long-term memory.

Consulting 221

Consulting Consulting Customer Experience Management 221

Beyond Philosophy

MAY 6, 2023

After a search of both my hard drives (computer and memory), I realized that I didn’t. Now, part of not having any content on the subject means I didn’t have a definition ready for the term. To remedy this giant hole in our content, we recorded this podcast.

Marketing 368

Marketing Customer Experience 368

Beyond Philosophy

AUGUST 3, 2023

Have Long-Term Goals Hopefully, your working life will also span decades. You have likely worked some in the world and, in doing so, have determined there are some things you want to do and some things you don’t. Also, most of us have an immediacy focus on our short-term goals and rewards.

Sales 195

Sales Management Marketing Consulting 195

Beyond Philosophy

FEBRUARY 15, 2024

However, he hasn’t the faintest idea of how to do it from a practical sense. Still, when you ask them what emotion they are trying to evoke, they tend to gravitate towards terms like “positive” or “favorable.” For example, if customers say they aren’t sure about something, they feel uncertain.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

APRIL 16, 2021

Don’t be naïve. Rule #1: Don’t Be Naïve. . Many people don’t think they have company politics, or if they do, that the company politics do not affect them. If people were all behaving rationally, then politics wouldn’t be a thing. So, don’t be naïve about people’s motivations.

Management 370

Management Consulting Consulting Personalization 370

ShepHyken

AUGUST 3, 2021

This is even more important as we advance because brands that don’t understand loyalty and community will be dead in the water. Brands and companies can now predict what you might like, prevent fraud, mitigate risk, or identify a new market that hasn’t been touched.

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

Beyond Philosophy

JULY 2, 2020

Organizations that are responding to things: Firms who are responding accept that the changes are not going to go away, at least not in the short term, meaning the next year or so. When times are good, and business is in a growth mindset or at least a good mindset, people generally don’t like uncertainty, with some exceptions.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. So, does that mean we shouldn’t plan for it?

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

MARCH 4, 2024

What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? We don’t do it for the ratings or because it is cool and popular. We don’t do it for any other reason than to give back to our communities.”

Wireless 201

Wireless Finance Accountability Customer Experience 201

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. The CMO stopped me because he knew right away that it wouldn’t work for their company. However, I don’t think his situation is unique.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

ShepHyken

JANUARY 15, 2024

Accountability isn’t about assigning blame. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. This means consistently choosing actions and behaviors that align with your goals and long-term success.

Accountability 196

Accountability Coaching Best practices Customer Service 196

Beyond Philosophy

DECEMBER 22, 2023

Some of you might be thinking, “Don’t we already do this with devices like Alexa?” In this episode, we hear what Mead thinks about AI and the pathways for its utility in experiences in the short and long term. ” You certainly do, and it works seamlessly.

Consulting 221

Consulting Consulting Education Customer effort 221

Beyond Philosophy

FEBRUARY 13, 2021

However, it doesn’t have to be. The problem is sometimes they aren’t buying habitually from you, but instead from your competition. Changing customer habits requires disrupting the trigger so customers don’t start in on their automatic response. A lot of the behavioral sciences can feel intimidating.

Government 448

Government Consulting Consulting Customer Experience 448

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. And for them, this isn’t just about numbers; it’s about understanding the ‘why’ behind customer opinions. Ain’t that powerful?!

Feedback 157

Feedback Analytics Multichannel Surveys 157

Beyond Philosophy

NOVEMBER 27, 2020

Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. I didn’t want to go in for glasses because of the pandemic, so I ordered them online. Dobrev says an exciting subset to this term is Social Causes. There are a few reasons for this result.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

OCTOBER 2, 2021

However, it doesn’t have to be. We don’t measure the worth of our families and friends with metrics like time and money savings. It requires thinking long-term and in detail about how you interact with your customers. I can guarantee they will save you time and money. My guess is probably not.

Consulting 243

Consulting Consulting Banking Metrics 243

Beyond Philosophy

FEBRUARY 23, 2023

I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. Then you really won’t lose any customers. This pickle is a difficult one when we live in times of inflation.

Education 195

Education Management 195

ShepHyken

DECEMBER 11, 2023

For example, offering knowledge and content for free or demonstrating appreciation for customers at all stages of their journey creates loyalty and long-term relationships. Don’t punish your good customers for the sins of the few bad ones. 95% of your customers will be friendly, regular people.

Customer centricity 207

Customer centricity Morale Feedback Customer Experience 207

Beyond Philosophy

NOVEMBER 17, 2022

So, we always have uncertainty, which isn’t a great feeling. ” If we see an obvious best choice, you don’t have to feel uncertain about your decision, and you will feel more comfortable moving forward. However, you can’t always have a no-brainer, which can be stressful. It rarely does.

Management 195

Management Consulting Consulting Marketing 195

ShepHyken

DECEMBER 6, 2022

Companies should have systems in place to leverage that knowledge so that everyone, from the frontlines to the boardroom, is headed in the same direction in terms of the customer experience culture. Don’t show up to work wearing a bib and look for someone to make your life easier. Quotes:   . ” About:    .

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

Beyond Philosophy

MAY 18, 2023

I knew I didn’t understand myself when I first heard that, so I figured out why. One of the most exciting things about this experience was that I didn’t recognize the person they described. I didn’t think I was like that. We say things we don’t mean to get a rise from each other.

Management 195

Management Personalization Call Center Customer Experience 195

Beyond Philosophy

AUGUST 4, 2022

As of now, only humans decide; AI hasn’t progressed to that level of decision in this scenario. A machine takeover is purely (ridiculous) fiction with the technology we have today, per Dr. Turner, because using a bunch of linear regressions to replace the complexity of human thought and cognition doesn’t make any sense.

Technology 370

Technology Engineering Marketing Consulting 370

Beyond Philosophy

MARCH 23, 2023

Unfortunately, that isn’t my concept. However, the term might be. Ignoring any one of those doesn’t have good consequences for the experience. Moreover, trends don’t always get the buy-in they should from senior management. So, for all of our sakes, I don’t want Employee Experience to be a fad.

Management 195

Management Personalization Customer Experience Consulting 195

Beyond Philosophy

OCTOBER 24, 2020

However, it doesn’t have to be. Recognize this is a long-term goal. Remember that “you don’t make an omelet without breaking eggs.” Recognize this is a long-term goal. If you think you will implement and complete a culture change in six months, I wouldn’t recommend taking it on.

Employee engagement 243

Employee engagement Consulting Consulting Customer Experience 243

Beyond Philosophy

DECEMBER 16, 2021

Finding a way to stand out is the secret to long-term customer strategy success. . Moreover, we interviewed Vice Chairman of Ogilvy UK Rory Sutherland , who says the only way to compete for the long-term is not to do what everyone else is doing. The beginning of most teen movies will spell them out for you if you don’t.)

Education 243

Education Best practices Consulting Consulting 243

Beyond Philosophy

SEPTEMBER 3, 2020

While most people agree that this is true, we don’t always do what it takes to build trust. It is critical to remember that people won’t trust you just because you’ve turned up. ” As a rule, we don’t start off trusting people in general, especially businesses. Building trust with customers is vital.

Banking 390

Banking Consulting Consulting Accountability 390

Beyond Philosophy

JANUARY 23, 2020

No organization is going to invest its resources in improving the Customer Experience but not have any expectations for a return on investment, at least not one that is going to survive long-term. So, if you don’t measure your results, then you might be one of the 25 percent updating your resume this year. .

Consulting 444

Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

NOVEMBER 11, 2021

At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. Moreover, it doesn’t feel like my call is important to them as I hang on the line forever and a day. Direct Line said that it wasn’t their responsibility to fix whatever was happening with the vehicle; I disagreed.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

MARCH 16, 2023

With so many companies concentrating on investing resources in customer experience management, with all the technology and tools in use to make it easier than ever before, why don’t we see the opposite? It’s counterintuitive that the ASCI customer satisfaction numbers aren’t through the roof and instead declining.

Technology 221

Technology Marketing Self service Customer Experience 221

Beyond Philosophy

NOVEMBER 30, 2023

However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. However, to create a breakthrough to change the organization’s culture, you can’t stop there. NICE Systems, Inc., and Fred Reichheld.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

AUGUST 27, 2020

However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions. Now, this wouldn’t be a massive problem if we always zeroed in on the essential stuff. Justification Doesn’t Always Lead to Successful Long-Term Decisions.

Consulting 418

Consulting Consulting Customer Experience Management 418

Beyond Philosophy

MARCH 17, 2022

It’s hard to imagine being loyal to a person or an organization that you don’t trust and that you don’t feel cares for you. Don’t try and be something that you’re not, because you get to know customers over time. You can’t pretend to be somebody else for years; you have to be yourself. .

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

AUGUST 31, 2023

You would rather that wasn’t necessary, but it is reality. You can’t be on the phone while waiting for someone to pick you up. Hint: telling them their call is important to you isn’t it.) Knowing you are 12th in line isn’t the best news, but it is at least news. Waiting is not ideal.

Wait times 221

Wait times Airlines Call Center Benchmark 221