Beyond Philosophy

AUGUST 13, 2022

Psychology research determined that there are common areas of personality that all people share with many characteristics that fall under them. Key Ideas to Improve your Customer Experience. Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue?

Personalization 222

Personalization Consulting Consulting Surveys 222

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. And if all goes well, eventually, you make a sale.

Customer Service 302

Customer Service Advertising Sales Marketing 302

Beyond Philosophy

FEBRUARY 27, 2020

a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!),

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 873

Transportation Surveys Consulting Consulting 873

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. You All Want Growth.

Consulting 480

Consulting Consulting Marketing Customer Experience 480

Beyond Philosophy

MAY 19, 2022

So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . Last year, Apple increased its subscription service, and its services revenue went up 24 percent. Apple’s services segment is up to $19.5 We are in a bit of a subscription economy.

Accountability 222

Accountability Consulting Consulting Customer Experience 222

Beyond Philosophy

SEPTEMBER 26, 2020

In psychology, it’s called Naïve Diversification Bias, and it means that we are notoriously bad at predicting our future selves’ wants. In psychology, it’s called Naïve Diversification Bias, and it means that we are notoriously bad at predicting our future selves’ wants. Key Takeaways. Itamar Simonson, Ph.D.,

Journey mapping 398

Journey mapping Consulting Consulting Customer Experience 398

Beyond Philosophy

NOVEMBER 18, 2023

Also, these comparisons might differ depending upon the customer segment to which the individual belongs. Also, these comparisons might differ depending upon the customer segment to which the individual belongs. We also discuss how you can use it to create improved experiences with no regrets for your customers.

Marketing 195

Marketing Customer Experience 195

Myra Golden Media

MAY 27, 2021

7:40: How do we push the human factor and the psychological side of dealing with the customer, but still looking at the KPIs of the company? 7:40: How do we push the human factor and the psychological side of dealing with the customer, but still looking at the KPIs of the company? And lots, and lots on quality assurance!

Education 333

Education Personalization Management Customer Service 333

CCNG

OCTOBER 11, 2023

You're definitely a little irritated, and to top it off, the recorded message announces, "For faster service, go to our website, where you can quickly find everything you need." When you find the answer, your company policy doesn't allow you to do what you know is right for the customer. You've been taking back-to-back calls.

CCNG 195

CCNG Customer Experience B2C Finance 195

Beyond Philosophy

JUNE 8, 2018

Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. For years, research has indicated that the future of success for business is in customer experience. But recent PwC research shows that businesses have a customer experience disconnect.

Consulting 322

Consulting Consulting Customer Experience Technology 322

Beyond Philosophy

NOVEMBER 27, 2021

In this episode, we explore how nostalgia can help your customers feel happy about your offerings, too. In this episode, we explore how nostalgia can help your customers feel happy about your offerings, too. Key Ideas to Improve Your Customer Experience. 04:39 Ryan explains what nostalgia is from a psychological perspective.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. I was in a Starbucks recently.

Wait times 404

Wait times Management Consulting Consulting 404

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. So, what does a job to be done have to do with customers?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

AUGUST 26, 2023

It stinks to wait around for something as a customer. However, it’s a fact of life that customers have accepted over time. It also stinks to know that your experience makes customers wait sometimes. However, despite your diligent efforts, you still have some time where customers are waiting around.

Management 195

Management Customer Experience 195

Beyond Philosophy

JUNE 25, 2022

Psychologically, there are a lot of reasons we do this. We also talk about how you can overcome a bad reputation and change customers perceptions of you with your customer strategy. Key Ideas to Improve your Customer Experience. Some are psychological; some are social. Please tell us how we are doing!

Construction 195

Construction Consulting Consulting Surveys 195

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But there are other, not-travel related customer experience shambles too!

Airlines 500

Airlines Healthcare Government Self service 500

Beyond Philosophy

MAY 25, 2023

However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. However, if we explain why we think they apply, you could gain more insight into your customer behavior. It’s a process.

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

Beyond Philosophy

JULY 31, 2021

When it comes to your bottom line, pricing your products and services is essential. In this episode, we explore the psychology of pricing, the difference between pricing products vs. services, and what you can do to help your customers compare your pricing to your competition, and pick your offer over theirs.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make.

Customer Service 352

Customer Service B2B Customer Experience Marketing 352

Beyond Philosophy

FEBRUARY 26, 2022

Do you know when in your experience customers decide to buy from you or not? Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? I mention it because customers also “cross the Rubicon” when they decide things. Key Ideas to Improve your Customer Experience.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

SEPTEMBER 18, 2016

A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service. A Customer Experience has several influences.

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. The easy things in Customer Experience have been done. It’s a bit like weight loss.

Consulting 361

Consulting Consulting Customer Experience Management 361

Win the Customer

MARCH 3, 2014

Customers are living, breathing, feeling individuals who need care, attention, and meaning when it comes to the experience we create for them in our customer service offerings. Customer Service'

Customer Service 136

Customer Service 136

Beyond Philosophy

OCTOBER 9, 2021

Psychologically, we tend to cling to what we believe and look for resources that support our views. Key Ideas to Improve your Customer Experience. This open and balanced view of opposing opinions is what we advocate when trying to come up with new ideas that foster customer-driven growth in your organization.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

DECEMBER 17, 2022

There are a number of psychological reasons why change is hard, and much of it has to do with habits. Key Ideas to Improve your Customer Experience. 20:01 Colin explains how similar failures often happen with Customer Experience programs, too, but that those failures say a lot more than many people think they do.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. Fiber Customer Installation has Many Tied up in Knots  In today’s digital-first world, the demand for high-speed internet is more critical than ever.

Self service 124

Self service APIs Upselling Contact Center 124

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, when you look at an experience from a customer perspective, customers don’t see it that way.

Journey mapping 252

Journey mapping Consulting Consulting Customer Experience 252

Beyond Philosophy

APRIL 13, 2023

In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. FOMO, or fear of missing out, is a powerful marketing tool.

Marketing 195

Marketing Accountability Education Management 195

Beyond Philosophy

MAY 14, 2022

How many streaming services do you subscribe to? Subscriptions have a lot of appealing features to customers. In this episode, we explore the reasons why customer like subscriptions and how psychology influences these feelings. Key Ideas to Improve your Customer Experience. Do you subscribe to satellite radio?

Consulting 195

Consulting Consulting Accountability Surveys 195

Beyond Philosophy

JUNE 18, 2021

There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” However, it turns out that there is more to pricing than that, and no surprise here, some of that extra bit is psychological.

Sales 222

Sales Consulting Consulting Advertising 222

Beyond Philosophy

SEPTEMBER 17, 2022

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust. This week, the Intuitive Customer is going Netflix. Complete this short survey.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

CSM Magazine

JULY 28, 2023

That’s the power of psychology in customer service. More and more businesses are turning to psychological principles to elevate their customer experiences to levels unheard of a decade ago. As such, we’re seeing an uptick in psychology master’s requirements in organizations globally.

Customer Experience 52

Customer Experience Sales Personalization Customer Service 52

Beyond Philosophy

JUNE 22, 2018

This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. The Predictability of Choosing the Middle. Burger King’s?

Sales 361

Sales Consulting Consulting Customer Experience 361

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. What advice can you give me? Engage with video.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Myra Golden Media

JULY 2, 2019

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. How tactically using empathy helps you acknowledge customer concern and instantly create calm.

Coaching 264

Coaching Feedback Customer Support Management 264

Beyond Philosophy

MARCH 8, 2019

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know.

Consulting 335

Consulting Consulting Customer Experience Marketing 335