2007 Consulting Personalization 
Beyond Philosophy
JANUARY 19, 2015
Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. brands, covering 16 product categories, were analyzed during the period from 2007 to 2010. Over 600 of the most talked-about U.S.
Beyond Philosophy
OCTOBER 15, 2015
Not Feeling Valued: Navigating automated systems, feeling unable to reach a real person (13%). Suffering impolite agents (9%). Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Waiting on hold too long (15%).
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Beyond Philosophy
MAY 8, 2019
These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today. To listen in , please click here.
Beyond Philosophy
JUNE 8, 2016
The prominent economist, the John Kenneth Galbraith said: “A person buying ordinary products in a supermarket is in touch with his deepest emotions.”. Our research culminated in my book The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). Customers Use Emotions in Their Decision-Making.
Beyond Philosophy
OCTOBER 7, 2021
Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. I wrote a book in 2007 called The DNA of Customer Experience: How Emotions Drive Value. The post 5 Rules That Absolutely Build Customer Loyalty appeared first on CX Consulting. It’s emotional.
Beyond Philosophy
MARCH 3, 2016
Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.
Beyond Philosophy
JUNE 4, 2015
To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.
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