2016 Consulting Management 
Beyond Philosophy
MARCH 23, 2018
Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. Airlines are Managing Customer Expectations. Managing customer expectations is critical for success in business. The post How To Manage Expectations appeared first on.
Beyond Philosophy
OCTOBER 26, 2016
In our customer experience consultancy, we do this by conducting customer mirrors where we stand in the customer’s shoes at each point along the buying journey. The key is to manage customers’ expectations and then exceed them. A first step is to fully understand the experience from the customer’s point of view.
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Beyond Philosophy
OCTOBER 17, 2016
However, we find two common problems: Few organizations train employees to manage the emotional aspects of a customer interaction. 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.
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.
Beyond Philosophy
FEBRUARY 21, 2020
One area that we see interesting applications of AI Technology is the brand personification and social media management. 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. Click here to see how they can help you.
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.
Beyond Philosophy
DECEMBER 19, 2017
in 2016 to 7.75 It is the essential concept we tout at our global Customer Experience consultancy. Is it that Customer Experience teams in the UK (and the senior management who support them) don’t care about Customer Experience other than talking about it? My first work as a customer experience consultant was there.
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