Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. Discount retailers are partly to blame, but the real culprit is the internet.

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

OCTOBER 3, 2016

In the book I have just written with Professor Ryan Hamilton of Emory University called The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we discuss how important easy is to customers’ behavior. Because it’s easier and doesn’t take so much energy as rational thinking does.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. in 2016 to 7.75 Brands in the U.S.,

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

SEPTEMBER 12, 2016

Professor Ryan Hamilton of Emory University and I wrote a book about this concept called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we explain how this irrationality inherent to the human condition manifests itself in our daily lives. No questions asked.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. Ensuring Excellent Experiences with Empathy and Empowerment.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

OCTOBER 31, 2016

An essential step to creating a customer-focused culture is to change your Key Performance Indicators (KPIs). 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.

Banking 0

Banking Consulting Consulting Sales 0

Beyond Philosophy

SEPTEMBER 26, 2016

But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. Any organization can adopt one.

Chatbots 395

Chatbots Consulting Consulting Technology 395

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. The CFPB said employees made fake PIN numbers and email addresses to enroll unwitting customers in new products—1.5 8 September 2016.

Banking 352

Banking Accountability Consulting Consulting 352

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 2, 2016

From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Customer expectations might seem irrelevant, but they can actually be one of the most important factors that drive a customer’s experience. Share your reaction in the comment box below.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

NOVEMBER 7, 2016

Happy memories are essential to your Customer Experience. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level, co-author Professor Ryan Hamilton of Emory University and I talk about the importance of memories for your Customer Experience.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

SEPTEMBER 28, 2016

They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it. How customers feel about a brand affects their loyalty to it. Psychologically speaking, it becomes part of the brand and interferes with customer loyalty.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

Employee engagement 150

Employee engagement Big data Analytics Education 150

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Consulting 404

Consulting Consulting Customer Experience 404

Beyond Philosophy

DECEMBER 12, 2016

Customers expect easy return options, real incentives for bothering to sign up for a loyalty program, and that you know the difference between them, a loyal customer making a legitimate purchase and an imposter. Some brands have a certain reputation for going above and beyond in customer service. Trade in Old Thinking for New.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? Pampers had 149.9 points vs. Tesla’s 116.79—which,

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. 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.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

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. How was it?

Airlines 305

Airlines Consulting Consulting Customer centricity 305

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

AUGUST 30, 2017

Once you accept that we don’t always know the reason why we do what we do as customers, you have the key to unlocking the customer brain and the ability to see how your customers make decisions. We call this Experience Psychology and understanding and leveraging it is the future of Customer Experience.

Airlines 325

Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

AUGUST 2, 2017

But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. And fantastic employee experiences lead to fantastic Customer Experiences.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302

Beyond Philosophy

MAY 15, 2017

This is the reason brands are focusing on a customer experience module so that they can handhold customers through this process. Key insights for customer handholding. Customer Empathy – Use the digital forum to connect with the customer and bring them back to the fold. How do you prefer to shop?

Omni-channel support 333

Omni-channel support Sales Marketing Technology 333

Beyond Philosophy

SEPTEMBER 22, 2016

My new book with Professor Ryan Hamilton of Emory University called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , explains how these two ways of thinking can conflict throughout your day. 3 Common Ways Customers Make Decisions. 3 Common Ways Customers Make Decisions.

Consulting 318

Consulting Consulting Customer Experience Personalization 318

Beyond Philosophy

NOVEMBER 8, 2017

However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. 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.

Government 345

Government Consulting Consulting Customer Experience 345

Beyond Philosophy

MARCH 7, 2016

Heinz used a different kind of humor to promote its ketchup products during the 2016 Super Bowl. Those same positive emotions are the building blocks for an improved customer experience. Using humor as a branding and customer experience strategy can be tricky. Humor builds a brand by creating positive emotions.

Advertising 278

Advertising Consulting Consulting Customer emotions 278

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. But is it right for Customer Experience? Act Now to Turn Customer Pain Points into Pleasurable Profits. Iq Food Co. does not take cash. Astonishing BIG Gains from Little Changes!

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

SEPTEMBER 5, 2016

In my new book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , co-written with Professor Ryan Hamilton of Emory University, we explore the influence of our emotions on our behavior as customers. But what about when we are customers? Don’t believe me?

Consulting 0

Consulting Consulting Sales Customer Experience 0

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 284

Wireless Consulting Consulting Airlines 284

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. Your customers are like this, too. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast. So what can you do to respond to a customer’s lack of resources?

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

FEBRUARY 13, 2017

But it says quite a bit more, too, and none of it good about your Customer Experience. The presence of a tip jar reflects poorly on the Customer Experience. The Origins and Customs of Tipping. Make sure your Customer Experience exceeds your Customer’s expectations and is worthy of a good tip!

Customer Experience 315

Customer Experience Consulting Consulting Personalization 315

Beyond Philosophy

FEBRUARY 29, 2016

Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. The post Industry Secrets Leaked – Predicting Customer Behavior!

Coaching 279

Coaching Consulting Consulting Customer Experience 279