Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? However, getting to your goal by opening a fake account in one of your customer’s names is deplorable. She spoke up and both accounts were closed.

Banking 416

Banking Construction Accountability Sales 416

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!

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

JUNE 15, 2018

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red. Customer expectations play a part in mental accounting also.

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Control the number of accounts your team manages and how they spend their time.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. It’s management that typically stands in the way by articulating vague, impossible to achieve goals without consulting the people in the ranks. I think I’d much prefer a hearty “Congratulations – well done!” Remember Wells Fargo ?

Morale 324

Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

SEPTEMBER 3, 2020

As Stephen Covey says in The Seven Habits of Highly Effective People , you build up an emotional bank account with customers, and when you make a mistake with them, you make a withdrawal from it. However, if your emotional bank account is in good standing with customers, the error you made won’t ruin the relationship.

Banking 390

Banking Consulting Consulting Accountability 390

Beyond Philosophy

OCTOBER 6, 2015

which accounts for only about 6% of global sales for the brand. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. They charged more for these environmentally friendly cars, too. VW isn’t the first company to break their promises.

Banking 406

Banking Consulting Consulting Government 406

Beyond Philosophy

MAY 28, 2021

The senior account manager handled the most critical accounts. Then it cascaded down from there in account management seniority to the smaller accounts, which a telephone account manager managed. So they focused on that 20 percent, which left the other ones without an account manager, effectively.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. million deposit accounts and over 500,000 credit accounts in all. Money.cnn.com.

Banking 352

Banking Accountability Consulting Consulting 352

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'

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

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?

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

DECEMBER 6, 2019

Ensure that you take that into account when you make these decisions. In our Global Customer Experience Consultancy, we were doing some work with an airline. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

OCTOBER 8, 2020

In another client situation, I spoke with a senior manager at a water utility we were consulting. For example, our consultancy services can help you discover what drives (and destroys) value for your firm and even how to discover what customers want that they might not know themselves. He had been reviewing a customer complaint.

Consulting 434

Consulting Consulting Call Center Advertising 434

Beyond Philosophy

JANUARY 17, 2018

These results, however, are the basis for an economic principle called Mental Accounting. Mental Accounting describes the situations where fungibility breaks down. Simply put, mental accounting works with emotions also. In both situations, you are going to spend more money than you thought you were going to for entertainment.

Entertainment 314

Entertainment Accountability Consulting Consulting 314

Beyond Philosophy

OCTOBER 7, 2021

Customers often didn’t know about it until an additional credit card arrived or the new account showed up in their statement. Loyalty creates an Emotional Bank Account, which I first heard about in Stephen Covey’s Seven Habits of Highly Effective People. Subscribe today right here.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

SEPTEMBER 10, 2020

For example, I could revise my account of my erstwhile relationship with Sony by changing my belief that Sony was a good brand and replacing it with the idea that it was not as good as I thought it was. The post Why We Think Things Are Good When They Are Bad appeared first on CX Consulting. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

MAY 14, 2020

Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. However, hold them accountable for their answers. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Some do train, however.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. In our global customer experience consultancy, we see many companies that act like traditional economists, believing people will behave rationally. Behavioral Economics and Irrational Behavior.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? But one of the core beliefs in our customer experience consultancy is that you must have a deep understanding of your customers. Wells Fargo deceived millions of customers, opening accounts without telling them. This destroyed trust.

Airlines 338

Airlines Consulting Consulting Advertising 338

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.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

Beyond Philosophy

NOVEMBER 1, 2017

Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. They expose patterns of wrongdoing and hold big corporations accountable. million fake accounts , things only got worse.

Banking 276

Banking Consulting Consulting Accountability 276

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Provide them with checklists, guides, and best practices.

B2C 356

B2C Customer centricity Feedback Upselling 356

Beyond Philosophy

DECEMBER 19, 2016

In our customer experience consultancy, we help companies design a customer experience that that fosters customer loyalty and engagement by taking customers’ emotional behavior into account. We use tools like customer mirrors and emotional signature to assess the current customer experience and design a better one.

Sales 353

Sales Banking Customer emotions Education 353

Beyond Philosophy

JANUARY 23, 2019

In our global Customer Experience consultancy, we use the Emotional Signature ® to help organizations discover what the “real reasons” are to buy their product or service. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Management 361

Management Consulting Consulting Accountability 361

Beyond Philosophy

NOVEMBER 22, 2019

In our global Customer Experience consultancy, we did some work with Harley-Davidson. Stephen Covey, in The Seven Habits of Highly Effective People, talks about the Emotional Bank Account. The existence of a tribe is like getting an extra deposit in that emotional bank account. Another example is Harley-Davidson motorcycles.

Banking 64

Banking Consulting Consulting Accountability 64

Beyond Philosophy

APRIL 5, 2017

Seeing that Wells Fargo violated the trust of their customers by their employees opening and moving customers money into their account, they had to accept responsibility. By accepting responsibility, the CEO had to show remorse for the way it didn’t handle their customer accounts responsibly. Business Apologies.

Journey mapping 334

Journey mapping Accountability Banking Consulting 334

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Forrester, a research and consulting firm, refers to four types of Value Drivers in a recent report from September. Finally, it is vital to measure everything.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

APRIL 9, 2020

She says compliance with social norms accounts for more of the changes incentives inspire in customer behavior. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 435

Consulting Consulting Finance Accountability 435

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.

Consulting 302

Consulting Consulting Finance Metrics 302

ShepHyken

JULY 9, 2019

Freedom, Transparency, Accountability – The final tenet is three concepts in one. These three qualities allow for the creation of a platform where people own their work and are accountable for their decisions. About : Michelle Hayward is the CEO of brand and growth consultancy Bluedog Design.

Employee engagement 304

Employee engagement Consulting Consulting Accountability 304

Beyond Philosophy

JANUARY 14, 2015

As a customer experience consultant, hearing this represents an experience failure. A separate enrollment application is required with no apparent linking to the charge account. At the end of the transaction I remember that we’re members of this new program and ask the clerk if the purchase can be credited to our loyalty account.

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

APRIL 24, 2017

From lying on emissions tests like Volkswagen to overstating efficiency performance figures like Mitsubishi, to opening bank accounts your customers didn’t want like Wells Fargo , numerous recent examples exist of brands telling customers lies. Despite this widespread agreement, companies still do, too many, in fact. Would You Work Here?!?!

Consulting 317

Consulting Consulting Banking Customer Experience 317

Beyond Philosophy

OCTOBER 25, 2019

In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience. In our Customer Experience consultancy, we feel like this general approach is not taking customer emotions far enough.

Customer emotions 250

Customer emotions Consulting Consulting Customer Experience 250

Beyond Philosophy

MAY 28, 2022

This week we consult Bob about how to find out if the account he manages as part of his new position trusts his company. We have four suggestions for Bob that can help determine if his account trusts his company. Here Are Four Secrets to Discover What They Really Think appeared first on CX Consulting.

Consulting 221

Consulting Consulting Accountability Surveys 221

Beyond Philosophy

AUGUST 29, 2020

Furthermore, suppose you have a good standing with your customers, what Stephen Covey’s book The Seven Habits of Highly Effective People calls an emotional bank account, customers will usually forgive your mistake without losing trust. The post 5 New Rules Guaranteed to Build Trust appeared first on CX Consulting.

Banking 397

Banking Consulting Consulting Accountability 397

Beyond Philosophy

MAY 25, 2018

Why wasn’t I offered this deal last year, or why wasn’t it automatically applied to my account? The employee answered her questions and even wrote down her account number to make the process go more smoothly with the new carrier. It’s the cable company, so I didn’t really expect to be treated well.

Accountability 334

Accountability Consulting Consulting Marketing 334