Accountability Consulting Management 
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? In my days managing teams, we found the 80/20 rule was in effect.
Beyond Philosophy
MAY 28, 2021
However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Manage different customers differently.
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Beyond Philosophy
JUNE 25, 2020
Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. There are two essential aspects of practicality about managing these customer memories. Managing memories has two parts.
Beyond Philosophy
JANUARY 23, 2019
Figure out what the Reference Points may be that the customer is bringing into the experience so you can manage your experience appropriately. #2: 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. 2: Reasons.
Beyond Philosophy
MAY 15, 2021
5 Rules for Managing Your Customer Experience in Business to Business. In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Manage different customers differently. Manage different customers differently.
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
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? I have to ask What were the managers doing? However, getting to your goal by opening a fake account in one of your customer’s names is deplorable.
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