Beyond Philosophy

OCTOBER 3, 2016

When we work with our clients in the Customer Experience Consultancy side of Beyond Philosophy, we share these heuristics and help our clients design an experience that appeals to their customers’ need for easy. We want habit! We rely on our automatic or intuitive thinking whenever possible because thinking is exhausting.

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Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 12, 2016

As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. What people do is much different than what people say they will do.

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Beyond Philosophy

DECEMBER 19, 2017

in 2016 to 7.75 It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there. In my experience British companies like to do things by themselves rather that invest in bringing in consultants like ours. Per the report, brands in the U.K.

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Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Banking Accountability Consulting Consulting 352

Beyond Philosophy

OCTOBER 17, 2016

In our Customer Experience Consultancy, Beyond Philosophy , we emphasize teaching customer-facing employees to recognize people’s emotions and manage them to a better emotional outcome. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 26, 2016

As Customer Experience Consultants, we see organizations trying to change customers’ habits all the time. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Your company is probably doing the same with their customers.

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Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

OCTOBER 31, 2016

As global Customer Experience Consultants, we say that KPIs tied to your Sales Goals influence the culture to focus on its goals rather than on what the customer needs or wants. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. By 2016, he was right about his predictions following the JetBlue interaction. In other words, brands behave like humans in these channels.

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Airlines Call Center Consulting Consulting 415

Beyond Philosophy

FEBRUARY 21, 2020

Brand personification is a fundamental principle of the concept of Conversational Commerce first introduced in 2016 by Chris Messina, tech expert, and inventor of the hashtag. The post The hidden success for brands in the future appeared first on Customer Experience Consulting. This podcast is produced by Resonate Recordings.

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Chatbots Consulting Consulting Technology 395

Beyond Philosophy

OCTOBER 29, 2015

Morgan Stanley upgraded LULU , predicting that the stock will continue its success in earnings for 2016. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The VOC is the Key. So what does this story show us? It shows us two things.

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Beyond Philosophy

NOVEMBER 2, 2016

To learn more about how hotels should be managing their customer experience, and improving yours, register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59! Astonishing BIG Gains from Little Changes!

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Advertising Consulting Consulting Customer Experience 419

Beyond Philosophy

NOVEMBER 9, 2016

To learn more about these fascinating and compelling concepts for business, please join our training for $59 which complements our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions. 3 Critical Change Management Steps.

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Customer emotions Education Consulting Consulting 414

Beyond Philosophy

FEBRUARY 27, 2017

In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within.

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Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

SEPTEMBER 28, 2016

To learn more about Halos and other compelling concepts for business, please read our latest book The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience To The Next Level (Palgrave Macmillan, 2016). Colin is an international author of six bestselling books and an engaging keynote speaker.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

NOVEMBER 7, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59! Follow Colin Shaw on Twitter @ColinShaw_CX.

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Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

DECEMBER 12, 2016

Learn more about the psychology behind customer behavior and other compelling concepts for business, in our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). Astonishing Big Gains from Little Changes. Trade in Old Thinking for New.

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Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

JUNE 22, 2017

In my latest book, The Intuitive Customer , (Palgrave Macmillan, 2016), co-authored by Professor Ryan Hamilton of Emory University, we explain the psychological concepts that influence this anatomy, from how we make decisions to how we find shortcuts to save energy to how memories of an experience are formed, among others.

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Consulting Consulting Customer Experience 404

Beyond Philosophy

JULY 11, 2016

In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation. We see this all the time as Customer Experience Consultants. Join us on Thursday, July 14 th , 2016, at 11 a.m. All of these connected devices are delivering Digital Customer Experiences.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Airlines Consulting Consulting Customer centricity 305

Beyond Philosophy

OCTOBER 24, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59! Astonishing Big Gains from Little Changes!

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

AUGUST 30, 2017

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. www.npr.org 13 December 2016. 24 September 2016. Colin is an international author of five bestselling books and an engaging keynote speaker. 18 July 2017. < www.complex.com.

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Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

AUGUST 2, 2017

Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. Gallup reported in 2016 that only 29% of the Millennials said they were engaged at their jobs, meaning the remaining 71% said they aren’t. Satisfied employees are excellent.

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Consulting Consulting Employee engagement Customer Experience 302

Beyond Philosophy

MAY 15, 2017

For companies that are still not seeing the big picture, the 2016 Nielson Report, Global Connected Commerce , could help. 2016 has been the year when businesses accelerated their focus on omnichannel platforms to ease their transition to the digital commerce space. It hints that retail therapy is fast giving way to e-tail therapy.

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Omni-channel support Sales Marketing Technology 333

Beyond Philosophy

JULY 13, 2016

As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. However, in our Customer Experience consultancy, we have faced tasks as daunting as this and succeeded. Join us on Thursday, July 14 th , 2016, at 11 a.m.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

SEPTEMBER 22, 2016

This short video explains the concept in more detail: We see this behavior in our day-to-day work as Customer Experience Consultants. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 3 Common Ways Customers Make Decisions.

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Consulting Consulting Customer Experience Personalization 318

Beyond Philosophy

NOVEMBER 8, 2017

My co-author of The Intuitive Customer (Palgrave Macmillan, 2016), Professor Ryan Hamilton of Emory University, compares the Intuitive System to a helpful 8-year-old. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Government Consulting Consulting Customer Experience 345

Beyond Philosophy

DECEMBER 8, 2015

The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? appeared first on Beyond Philosophy | CX Consultants | Customer Experience. This, as noted, is the tip of the employee emotion, attitude, and behavior research insights iceberg. There’s a lot more to tell.

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Brand ambassadors Customer Experience Enterprise Feedback 170

Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. As Customer Experience Consultants, we see these influences play out every day in how customers make decisions. All people have different influences that come to bear on what they buy and from whom.

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Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

MARCH 7, 2016

Heinz used a different kind of humor to promote its ketchup products during the 2016 Super Bowl. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. After watching a few of these ads, even I am ready to go out and buy their products!

Advertising 278

Advertising Consulting Consulting Customer emotions 278

Beyond Philosophy

SEPTEMBER 5, 2016

As Customer Experience Consultants, we see irrational behavior by customers all the time. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. But what about when we are customers? For instance, have you ever…. Are You Irrational?

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Consulting Consulting Customer Experience Sales 0

Outsource Consultants

AUGUST 18, 2020

Call center advisory firm Outsource Consultants, LLC appears on the list for the second year in a row at #1751 overall and #169 in the Midwest, due to an impressive 244% 3-year growth rate. Outsource Consultants is a call center referral and advisory firm that helps companies find the perfect fit outsource call centers. More about Inc.

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Consulting Consulting outsourcing Call Center 104

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. What was really going on here?

Airlines 310

Airlines Management Transportation Consulting 310

Beyond Philosophy

AUGUST 9, 2017

The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Iq Food Co. does not take cash.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

FEBRUARY 29, 2016

This understanding comes from a field called Behavioral Economics, and the topic of my next book, (Palgrave Macmillan, 2016). appeared first on Beyond Philosophy | CX Consultants | Customer Experience. The post Industry Secrets Leaked – Predicting Customer Behavior!

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Coaching Consulting Consulting Customer Experience 279

Beyond Philosophy

MAY 3, 2018

As a global Customer Experience consultant hearing this news, I worry, too. I founded my global Customer Experience consultancy in 2002. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 10 December 2016. www.weforum.org.

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Wireless Consulting Consulting Airlines 284

Beyond Philosophy

AUGUST 31, 2016

To learn more about these fascinating and compelling concepts for business, please register for our latest book and FREE book launch webinar: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions. 3 Critical Change Management Steps.

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Customer emotions Education Consulting Consulting 279

teleopti

OCTOBER 9, 2018

Teleopti earned the top ranking in overall customer satisfaction, according to DMG Consulting LLC, a leading contact center research and consultancy firm, in its 2015-2016 Workforce Management Product and Market Report, hot off the press.

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Consulting Consulting Surveys Contact Center 89