Beyond Philosophy

FEBRUARY 23, 2024

Different payment methods carry varying degrees of discomfort when used. In this episode, we explore where your customers are emotionally relative to the purchases they make and how guiding them to an improved mental accounting from your business perspective is essential. You are not imagining things.

Accountability 222

Accountability Finance Technology Management 222

Beyond Philosophy

JULY 13, 2023

The issue was the AI didn’t pinpoint why the customers were leaving. However, the trade-off is that it does it without making the connections about why in the data. But, unfortunately, we don’t get it; we cannot understand the context. What we need is that context, which explains why it is 42.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

APRIL 11, 2024

But how should you do it, and why is it important? I like how this framework allows companies to think differently about how customers use their products or services. But the Jobs to Be Done framework makes you wonder why the person using the drill wants a hole. So, if that was the job, why buy an expensive brand like Gucci?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

FEBRUARY 14, 2023

Consider this question: If your company could be like any other company, what would you want it to be like? In business, we compare ourselves to the competition. We often look at market share as one of the success criteria. If we’re losing market share to a competitor, we analyze why. It’s not even about you.

Surveys 374

Surveys Customer Service Marketing 374

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. In some cases, it’s due to inertia, and distinguishing between the two is what we’ll delve into today. Did you know we have a YouTube Channel too?

Airlines 222

Airlines Consulting Consulting Education 222

Beyond Philosophy

FEBRUARY 13, 2021

Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. In it we learn the habitual cycle of customer behavior and also how to change habits using the different parts of it. Measure the difference. Measure the difference.

Government 450

Government Consulting Consulting Customer Experience 450

ShepHyken

OCTOBER 12, 2022

More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why. We steer them to the phone, so we don’t need any other channels. . Customers call us, but we didn’t invent the phone.”

Customer Service 393

Customer Service Customer Care Customer Support 393

Beyond Philosophy

OCTOBER 14, 2023

People change their minds all the time for a lot of different reasons. Why they change their mind has a lot of influences, and understanding how a customer’s mind works can help you manage these situations to the best possible outcome. We think of ourselves as unitary, meaning the only version of ourselves.

Sales 195

Sales Management Customer Experience 195

ShepHyken

JANUARY 10, 2024

I experienced something worth sharing recently, and we can take at least three lessons from it. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. There must be consistency in the level of service and answers you get from different employees.

Customer Service 229

Customer Service Airlines Customer Experience Management 229

Beyond Philosophy

AUGUST 18, 2022

Today, we discuss personality and try to correct imbalances placed on one type of personality over another. There are specific characteristics that make people different from other people, and we can group those. Extroversion: This one we already covered, but I will add some argue that this is the most dominant dimension.

Personalization 367

Personalization Consulting Consulting Management 367

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 873

Transportation Surveys Consulting Consulting 873

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. You have to understand the why behind the repeat business. .

Customer Service 432

Customer Service 432

Beyond Philosophy

OCTOBER 19, 2023

Today, we will discuss why customers change their minds and what you can do about it. The essential theoretical insight regarding why customers change their minds is that we often think of our minds as unitary, meaning only one version of our minds. We apply different cognitive systems to making a decision.

Journey mapping 222

Journey mapping Sales Surveys Education 222

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. There is another difference here, too. So, Why Do We Want Personalization?

Personalization 195

Personalization Advertising Technology Marketing 195

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap.

Customer Service 253

Customer Service 253

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. When we have to do something very soon, we are less likely to fall victim to it. We realize we would need to carve out time to make this happen.

Healthcare 222

Healthcare Engineering Banking Accountability 222

Beyond Philosophy

JULY 7, 2022

We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Retail is Back, But Different. Half an hour later, Nautica texted me, “We’ve seen that you’ve been on our website. Why not check this item at 70% off?” Almost Perfect.

Technology 403

Technology Consulting Consulting Personalization 403

ShepHyken

FEBRUARY 22, 2022

We must properly serve our internal customers, even before we send them out to serve others. We tend to send an experienced employee out to serve customers without allowing them to take a breath and find out what they need from us as leaders. ” We have a cultural problem where employees are afraid to speak up.

Coaching 308

Coaching Personalization Customer Service Management 308

Beyond Philosophy

SEPTEMBER 2, 2023

We are very judgmental, particularly when it comes to prices. We can always tell whether something is a good or bad deal. The fact that some of the ways we do this are not as accurate as others doesn’t even occur to us. However, some choose a different tack, which doesn’t always make it easy to compare.

Customer Experience 195

Customer Experience 195

ShepHyken

DECEMBER 26, 2023

But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Do more in 24! Be more responsive – We start with one of my favorites. Be more consistent – I’m surprised when employees of the same company have different answers to the same question.

Customer Service 392

Customer Service Accountability Customer Experience 392

Beyond Philosophy

FEBRUARY 2, 2024

It’s the difference between chalk and cheese. Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service. Have you ever heard the following?

Scripts 222

Scripts Consulting Consulting Customer Experience 222

Beyond Philosophy

FEBRUARY 29, 2024

It’s a big splurge for us, and we look forward to it. As she said it, I thought, “Sure…but with that booking, we have now spent that money 27 times.” ” We haven’t, of course, but the idea here was that we mentally allocated that money toward the cruise and had done so with that money numerous times.

Accountability 195

Accountability Finance Banking Management 195

Beyond Philosophy

JUNE 1, 2023

We talk about emotions and the behavioral sciences in a Customer Experience. We design our content through this lens. For example, we were working for one of the cellular phone companies in the States. It was part of the project where we mapped their lost and stolen processes. It’s our lens, our context.

Accountability 195

Accountability Call Center Education Consulting 195

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. After the show, we heard from John Hughes , who is connected with me on LinkedIn. After the show, we heard from John Hughes , who is connected with me on LinkedIn.

Surveys 219

Surveys Feedback Customer Service Customer Experience 219

Beyond Philosophy

MARCH 8, 2024

In this episode, you will also learn: The various reasons we find ourselves in such situations that often involve avoiding conflict, fearing consequences, or having poor communication systems within the team. This episode explores how to avoid such situations in your organization.

Construction 222

Construction Management 222

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. I’m obsessed with memory. ” effect.

Feedback 487

Feedback Consulting Consulting Government 487

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. Many of us want a quick answer we can trust from somebody who would know. We should not trust our intuition; it’s not always right, only sometimes. What is Intuition?

Analytics 370

Analytics Consulting Consulting Personalization 370

Beyond Philosophy

MARCH 7, 2024

We asked millions of questions from thousands of business people in hundreds of companies. Then, once we sorted through it all, we identified the Emotional Signature®. Over almost two decades, we have been gathering data about emotional influence on values. Value is fundamental here. Do you mean market share?

Customer emotions 195

Customer emotions Construction Surveys Finance 195

ShepHyken

MAY 18, 2022

Why didn’t he say that in the first place? What made me think of this was when Angelica, one of our team members at Shepard Presentations, shared a customer service story about why she chose one coffee shop over another, even though it was more expensive. Angelica then asked, “Does it taste different?” . It’s okay.?And

Customer Service 301

Customer Service 301

Beyond Philosophy

OCTOBER 21, 2023

Before we get into any of that, it is essential to remember that your brand is a tactic. In this episode, we explore the areas of value a brand usually provides and what an organization can do to ensure that their brand delivers the right ones to customers. It communicates the value you provide customers.

Customer Experience 195

Customer Experience 195

Beyond Philosophy

MARCH 14, 2024

Today, we will discuss how to avoid this situation in your organization. Other reasons we find ourselves in this situation aren’t about being polite, particularly at work. We have probably ended up in an Abilene Paradoxical situation at one time or another. Having a team with different experiences helps avoid this situation.

Personalization 195

Personalization Management 195

Beyond Philosophy

MAY 25, 2022

We have the pandemic to thank for part of this realization about the contact center’s value. In this episode, we host Thomas Goodmanson , President and CO of Calabrio , a global Customer Experience intelligence company that builds software to enrich customer interactions. Please tell us how we are doing!

Contact Center 370

Contact Center Consulting Consulting Coaching 370

ShepHyken

APRIL 7, 2021

The salesman said, “Sorry, they are actually a different company.” Same name, same logo, same products, but different prices; and I couldn’t get them to budge. She works at Barnes and Noble and she wrote: Up until about two years ago, the stores and online retail site were two different entities. They know how to buy.

Upselling 344

Upselling Customer Service Sales Customer Experience 344

Beyond Philosophy

JUNE 18, 2022

5 Rules for Effective Customer Research That Make A Difference. With her help, we devised a list of five rules for making these efforts effective. The 5 Rules for Effective Customer Research That Make a Difference include: 1. Please tell us how we are doing! Key Ideas to Improve your Customer Experience.

Consulting 222

Consulting Consulting Surveys Metrics 222

Beyond Philosophy

JANUARY 11, 2024

Before we launch into that, let’s review what is happening with habits at a psychological level. The idea here is that our Intuitive System will recognize this cycle the first few times we do it and turn it into a habit. Then, you can determine why they buy from someone else. We have never even considered another brand.

Education 222

Education Feedback Call Center Marketing 222

CCNG

APRIL 6, 2022

We asked and discussed the question: "What are you doing as a company to set up training programs for those who want to lead (not all people want to), and truly pick the best person for the job based on their ability to lead?" ?With We were able to discuss a couple of different cultural styles.? Why should people stay with you?

CCNG 195

CCNG Surveys Personalization Management 195