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.

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Beyond Philosophy

JUNE 1, 2023

For example, we were working for one of the cellular phone companies in the States. They were asking for the account number right off the bat. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. I deal with this problem often in my consultative role.

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Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. For example, I often hear some version of this: “We really want to “wow’ our customers.” It’s management that typically stands in the way by articulating vague, impossible to achieve goals without consulting the people in the ranks.

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Beyond Philosophy

SEPTEMBER 10, 2020

For example, I think the Luton Town Football Club is the best team in the world. 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. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Old Thinking Doesn’t Work with New Problems. What is the next level of Customer Experience?

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Beyond Philosophy

OCTOBER 28, 2014

Let me give you an example. Let’s say your IT system requires getting your email address for every customer to access the details of the account. Another example might be an automated call response system that greets incoming calls. The ability to access accounts and organization’s services on your mobile from anywhere is key.

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Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. For example, people don’t tend to save enough for retirement because they place short-term satisfaction over long term savings. Theme parks are a good example of how this might play out.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

DECEMBER 6, 2019

We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast. For example, often, the call center environment has a measure called “Average Call-Handling Time.” Ensure that you take that into account when you make these decisions.

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Beyond Philosophy

JANUARY 23, 2019

For example, if you are staying in a hotel in a certain city and a friend of yours has stayed there also, and they say, “It’s like the Four Seasons Resort,” you now have a pretty high reference point. Professor Hamilton’s favorite example is choosing a political candidate in a tight race. How We Make Decisions—Prospect Theory.

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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. . As you can see by our earlier example, that was at least three steps into the actual experience a customer would describe. .

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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. Another example is being consistent about many of the little things in a Customer Experience.

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Beyond Philosophy

APRIL 9, 2020

She says compliance with social norms accounts for more of the changes incentives inspire in customer behavior. The grocery bag example adds a few pennies here or deducting a few pennies there, and leads people to conclude what other people are doing. It is a profound nudge that could easily have happened by accident.

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Beyond Philosophy

MAY 14, 2020

For example, if you tell your kids to clean their rooms, you don’t want them to look at you and go, “That’s a great idea, Dad.” Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. For example, if you tell your kids to clean their room, they don’t always (or ever) do it.

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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.

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Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? Let’s take my marriage as an example. Outdoor retailer REI, for example, closes its stores on Black Friday, urging its customers to go do something outside instead. Organizations love to talk about building relationships with customers.

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Airlines Consulting Consulting Advertising 338

Beyond Philosophy

NOVEMBER 22, 2019

For example, in the early days of Apple, it was always Apple against Microsoft, and, ironically, Apple was the underdog. For example, I recently bought a Jeep. Another example is Harley-Davidson motorcycles. In our global Customer Experience consultancy, we did some work with Harley-Davidson.

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Banking Consulting Consulting Accountability 64

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. For example, I felt silly with the credit card on my head.

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Beyond Philosophy

JUNE 25, 2020

For example, your mind has nodes associated with how you felt about things. For example, if you think about a specific memory as a node, then there are also links connecting that node to other nodes. The post 5 Surprising Rules to Live By When Managing Customer Memories appeared first on CX Consulting.

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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.

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Beyond Philosophy

OCTOBER 28, 2014

Let me give you an example. Let’s say your IT system requires getting your email address for every customer to access the details of the account. Another example might be an automated call response system that greets incoming calls. Three Examples Where Systems Need to Be Customer-Focused. How are they going to use it?

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Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

JULY 30, 2021

For example, if you own a financial services company, you can send an email with helpful tips on planning a post-pandemic budget to all of your business clients. Or, if you own a consulting firm, you may foresee your clients wondering how to improve team collaboration in a hybrid workforce. There are many ways you can do this.

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Beyond Philosophy

JULY 9, 2020

For example, if you were to ask your customers whether they phone or text their friends, you could determine that people who phone are older and people who text are younger or that those that text are more comfortable with technology than those who call. For example, Full Metal Jacket and Nervous Face Mask Wearer segments are scared.

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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.

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Beyond Philosophy

FEBRUARY 20, 2017

To illustrate this, Kahneman gives us the example of betting on a coin toss. Here’s another example. Publix, for example, might have posted signs saying they’ve made some changes to ensure that you don’t have to wait in long deli lines anymore. We don’t like losing – even more than we enjoy gaining a similar amount.

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Journey mapping Consulting Consulting Customer Experience 302

Beyond Philosophy

SEPTEMBER 2, 2019

We revealed the secret of creating loyalty and gave examples of how it benefits your relationship with customers—and all that business you want of theirs. For example, if you have a significant other, you did something that made that person fall in love with you. Signing the Emotional Bank Account with the Emotional Signature .

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Banking Accountability Customer Experience Consulting 352

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. Are You A Liar?

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Beyond Philosophy

OCTOBER 3, 2014

Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. For example our Audio Tour is available in 27 different languages” he said. “So It’s critical to make sure that you run your business the way Customers would like you to have it run. We generate all our own income.

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ShepHyken

MARCH 20, 2018

Customer Service Begins with Accountability. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service. ?. You can’t fake accountability.

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Beyond Philosophy

MAY 25, 2018

Why wasn’t I offered this deal last year, or why wasn’t it automatically applied to my account? For example, at RAC, they offered me a longer-term renewal. The employee answered her questions and even wrote down her account number to make the process go more smoothly with the new carrier. Has Apple Lost Touch with its Customers?

Accountability 334

Accountability Consulting Consulting Marketing 334

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. 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

NOVEMBER 20, 2015

I had it all: a big expense account, a big budget, and a big salary. A second journey to establish a consulting company based on Customer Experience. For example, I am not great at interviewing new hires. See the stories here , then write your own (use #BetheBoss in the post). I quit, of course! No, I didn’t break down.

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Consulting Consulting Customer Experience Accountability 344

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.

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Beyond Philosophy

JUNE 11, 2021

In my global Customer Experience consultancy, I have refused to work with some organizations. I skipped their project because I didn’t feel like they were serious, and, in my experience, if an organization isn’t serious about their Customer Experience program, then it won’t be successful. Holding Customers Accountable.

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Airlines Accountability Banking Telecommunications 248

Beyond Philosophy

MAY 23, 2016

I have both worked for and consulted with Telecom companies for over 20 years. Two specific examples of the lack of customer centricity in Telecoms come to mind. As Customer Experience consultants, we see this kind of behavior all the time, in many different industries. It isn’t just cable companies.

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Beyond Philosophy

NOVEMBER 21, 2017

I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. Struggling department store chain Macy’s, for example, is constantly running discounts. But it turns out that just 10 percent of its shoppers account for half of its sales!

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Beyond Philosophy

MARCH 2, 2016

When we consult our clients about how to improve their Customer Experience, we always talk about the expectations of Customers. Taking into account these personality-driven expectations is one of the more advanced concepts we cover in our Advanced Customer Experience Management training. Taking a call from a customer from Oregon?

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AWS Machine Learning

NOVEMBER 15, 2024

For example, you can use Amazon Bedrock Guardrails to filter out harmful user inputs and toxic model outputs, redact by either blocking or masking sensitive information from user inputs and model outputs, or help prevent your application from responding to unsafe or undesired topics. This is a powerful method to reduce hallucinations.

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