Accountability Conference Consulting 
Beyond Philosophy
NOVEMBER 6, 2014
Their strategy takes into account the emotions evoked from all the senses throughout the experience. HR, IT, Accounting, Production, Operations, everyone that is part of the organization needs to be able to articulate the CES—and it needs to be the same one!
Beyond Philosophy
JANUARY 12, 2015
Philosophy #3: Emotions are a huge part of any Customer Experience, in fact according to our research it accounts for over half of an experience. Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement'
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Beyond Philosophy
OCTOBER 28, 2014
Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you are frustrated, stressed, and upset, how do you feel about entering your account number followed by the pound sign? Let me give you an example. How are they going to use it? Will I get lots of spam mails?
Beyond Philosophy
SEPTEMBER 6, 2017
In our global Customer Experience consultancy, we recommend measuring CX performance that does the two following things: Reflects the CX definition you have determined as your goal, also called the Customer Experience Statement or CES. Yes, finance, legal, accounts receivable, we are talking about you. Not celebrating quick wins.
Beyond Philosophy
AUGUST 12, 2020
It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . The post The 5 Rules of Behavioral Journey Mapping appeared first on CX Consulting.
Beyond Philosophy
OCTOBER 29, 2014
So there’s the lesson, Loss Aversion is a heuristic process that should be taken into account by organizations and policy makers. So, for my ending I want to leave you with John Oliver’s video on Scottish Independence : Why did I include that? Because it’s truly funny, and I want you leave you with a strong ending.
Beyond Philosophy
APRIL 5, 2019
In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Once you have an agreement, you then must establish standards that show you are achieving success and accountability measures to ensure you hit them.
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