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

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? Names are, and knowing it immediately feels way more personal to most people.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? It’s really the same as building relationships in your personal life. We find out where we disagree and what we are doing that is annoying to the other person. If either of us did, it would be extremely unfair to the other person!

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

JUNE 1, 2023

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. The quicker the call center employee had the account number, the faster they could resolve the issue and have their employee process another call.

Accountability 195

Accountability Call Center Education Consulting 195

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. How else is a person going to pay for an airline ticket in 2018?

Airlines 360

Airlines Accountability Consulting Consulting 360

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

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

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. Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today.

Management 361

Management Consulting Consulting Accountability 361

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? Names are, and knowing it immediately feels way more personal to most people.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 7, 2021

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. Customers often didn’t know about it until an additional credit card arrived or the new account showed up in their statement. An Emotional Bank Account is a place where you deposit good feelings with customers.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

MAY 8, 2017

Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently because of the subconscious cues delivered by the soft drink’s branding and market personality. Colin is an international author of six bestselling books and an engaging keynote speaker.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

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. These expectations are based on a number of factors, not the least of which is the personality of the person who has them. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Consulting 278

Consulting Consulting Call Center Call center experience 278

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 346

B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

MAY 30, 2016

As Customer Experience Consultants, we talk about White Lab Coat moments , which describe how you make a judgment about something based on the appearance of an icon. Most people applied shocks marked “XXX” to the other person merely because the person telling them to was wearing a white lab coat, an icon of authority.

Consulting 283

Consulting Consulting Personalization Accountability 283

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. The term represents the emotional engagement that a person has with a brand. Are You A Liar?

Consulting 317

Consulting Consulting Banking Customer Experience 317

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. Satmetrix Systems, Inc.,

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

DECEMBER 6, 2017

A good example is in personalizing a text from a job center that booked interviews for candidates. Halpern and his team worked with the messaging to include the candidate’s name and the job center employee’s name along with a short personal message. Presidential Twitter accounts come to mind as an example here. Attractive.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359

Beyond Philosophy

NOVEMBER 22, 2019

In our global Customer Experience consultancy, we did some work with Harley-Davidson. Dunbar’s number and the size of the tribe might matter for personal connections, but not for the size of your tribe. Stephen Covey, in The Seven Habits of Highly Effective People, talks about the Emotional Bank Account. ” Bbc.com.

Banking 64

Banking Consulting Consulting Accountability 64

Beyond Philosophy

JULY 9, 2020

A Golden Question is a sort where the answer reveals the “type” of person the respondent is. However, even when there isn’t a global pandemic that required most of your customers to stay inside for two or three months, advanced segmentation takes into account customer behavior and their hidden, unmet needs.

Consulting 406

Consulting Consulting Marketing Personalization 406

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage.

B2B 382

B2B Journey mapping B2C Telecommunications 382

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Per the CBS New story, at least in the U.S., households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

MAY 28, 2022

Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports. This week we consult Bob about how to find out if the account he manages as part of his new position trusts his company. All this talk about trust is because of Bob. Follow Colin on LinkedIn and Twitter.

Consulting 221

Consulting Consulting Accountability Surveys 221

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. But it turns out that just 10 percent of its shoppers account for half of its sales! Retailers drop their prices to bring more shoppers into their stores.

Consulting 312

Consulting Consulting Sales Customer Experience 312

Beyond Philosophy

SEPTEMBER 2, 2019

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 . In Stephen Covey’s Seven Habits of Highly Effective People , Covey introduces the idea of the emotional bank account. One of mine is with Apple.

Banking 352

Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

JANUARY 15, 2019

The chances you take as a young single person might be different than ones you take as a parent with a mortgage. People who are close to retirement might not make the same investments as a kid opening their first retirement account, and so on.

Consulting 257

Consulting Consulting Accountability Customer Experience 257

Beyond Philosophy

JULY 14, 2022

So as we go through these four theories of humor, let’s consider how we can apply these concepts to business, whether through the contact center, account management, or marketing. . For example, a religious person will often find jokes about religion not funny at all, whereas a non-religious person might find them very funny. .

Coaching 413

Coaching Consulting Consulting Personalization 413

Beyond Philosophy

MARCH 7, 2016

And you probably felt a little embarrassed for the person. Like any tone of voice, it works best if it carries through to all aspects of a business’s marketing efforts, from advertisements to product packaging, to in-store displays and social media accounts. To begin with, you must actually be funny. You cringed, right?

Advertising 278

Advertising Consulting Consulting Customer emotions 278

Beyond Philosophy

MARCH 28, 2016

Emotions account for over half of the outcome of a Customer Experience. It is essential to convert employees to invest personally in your brand promise and give them proper training on how to live up to it. We know this because we put it into practice for many organizations all over the world—and have the results to prove it.

Customer Experience 283

Customer Experience Consulting Consulting Call Center 283

ShepHyken

APRIL 29, 2019

Take your time and find the right person and don’t settle. Furthermore, 71% said they would be less likely to join the program that collects more info, including address, account information and other “sensitive” data. Inspirational Book on Customer Experience by Extens Consulting. Want World Class Customer Service?

Customer Service 48

Customer Service Abandon rate Consulting Consulting 48

Beyond Philosophy

MARCH 12, 2022

Also, like your personal relationships, they can weather a little bad news without ending them. To begin with, we borrow from a concept in Stephen Covey’s 7 Habits of Highly Effective People called the Emotional Bank Account. An Emotional Bank Account is a lot like a regular bank account where you make deposits and withdrawals.

Banking 39

Banking Construction Consulting Consulting 39

Beyond Philosophy

SEPTEMBER 25, 2017

The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. But in other contexts, it’s impossible to make real improvements in Customer Experience without taking customer emotions into account. But I have a big problem with Big Data. Unbelievable!

Big data 284

Big data Journey mapping Consulting Consulting 284

ShepHyken

FEBRUARY 12, 2021

You’ll also reduce the chances of the client experiencing two of their biggest pet peeves: Having to explain the situation all over again to a new consultant. With people becoming increasingly aware of cybersecurity, being able to see a consultant at the other end of the line is reassuring. Self-Help Channels. Final Notes.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. appeared first on CX Consulting.

Airlines 273

Airlines Metrics SaaS Accountability 273

Beyond Philosophy

APRIL 15, 2019

In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers. When consulting employees about what you expect, Suttle says to explain why. Define expectations and establish accountability.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

MAY 15, 2021

Emotions drive value in business relationships the same way they do in personal ones; how business customers feel in your experience is essential to manage. 13:40 Colin shares a story about working with a healthcare company and what it taught him about segmenting customers within a single account. Follow Colin on LinkedIn and Twitter.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

JANUARY 26, 2015

Anything else gets my personal VETO. If you enjoyed this post, you might be interested in the following blogs: The Draining of Target’s Emotional Bank Account. It is the responsibility of an organization to put the Customer at the center of everything they do, and to design a deliberate experience showing this.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257