Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences. Customers are Irrational: Stop Fighting It.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

FEBRUARY 2, 2015

If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

DECEMBER 7, 2016

As Customer Experience Consultants, we propose training that improves your employees’ understanding of all the factors that affect the Customer Experience (the rational, emotional, subconscious and psychological experiences). How to Measure Customer Emotions. What Can We Learn from Restaurants and Casinos?

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha!

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Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

FEBRUARY 5, 2015

The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 6, 2014

Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. What’s your Customer Strategy for your Customer Experience? Putting the Power of Your People To Work for Customer Centricity.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

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Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

NOVEMBER 16, 2016

If you want to keep your customers, it’s a good idea not to do things that make them feel disappointed. As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. Designing a Customer-Focused Process. Then, fix it!

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Hiring Customer Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

NOVEMBER 19, 2014

If you enjoyed this post, you might be interested in the following blogs: Emotionally Engagement and Brand Loyalty: Procter and Gamble Gets it, Do You? Thinking Fast and Lazy: Why Do Ads Target Your Emotions? Lastly, and most importantly, it would be wrong of me not to also pay respect to all lives that have been lost in wars.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

SEPTEMBER 26, 2016

Most of your competitors are working to break your customers’ habitual behavior, too. Your company is probably doing the same with their customers. As Customer Experience Consultants, we see organizations trying to change customers’ habits all the time. Customer Emotions Are Predictable.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

NOVEMBER 4, 2014

If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Please share your insight in the comments below. Engaging the Subconscious Shopper.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

NOVEMBER 18, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. How do you keep integration between your channels? I would be interested to hear your insight in the comments below.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

NOVEMBER 21, 2016

At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. At our consultancy, Beyond Philosophy, we have consistently found that customers’ emotional experience is the biggest driver of long-term value.

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Consulting Consulting Customer emotions Customer Experience 0

Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 10, 2014

As long as your philosophy is rooted in the transactional goals of your company and not on the emotional experience you provide your Customer, you will continue to lack a Customer-focus in your organization. If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. February 2006. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. Read more about the book and register for the webinar, here.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 9, 2016

If you enjoyed this post, you will also be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. How are companies blowing it?

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Customer Service Multichannel Self service CRM 379

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. They can also provide useful feedback and build brand-based communities. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

MARCH 7, 2024

Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives. My global Customer Experience consultancy developed a research methodology that defines the hidden impact of your experience on customer behavior. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

APRIL 20, 2016

If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. By helping position the choice for your customer, you can help them take action that drives them toward an experience outcome that leaves them happy and pleased. What call to action techniques have you seen work for you?

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

NOVEMBER 7, 2016

If you enjoyed this post, you might be interested in the following blogs: · Industry Secrets Leaked: Predicting Customer Behavior. · How to Measure Customer Emotions. · What Can We Learn from Restaurants and Casinos? Colin is an international author of five bestselling books and an engaging keynote speaker.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

AUGUST 1, 2019

In our most recent episode of our podcast, we talked about how you get the frontline teams to embrace the philosophy behind your Customer Experience program and deliver it. It starts with understanding the customer journey and how they feel during the different moments of their experience. Identifying what emotion the customer feels.

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Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

OCTOBER 26, 2016

A first step is to fully understand the experience from the customer’s point of view. In our customer experience consultancy, we do this by conducting customer mirrors where we stand in the customer’s shoes at each point along the buying journey. The key is to manage customers’ expectations and then exceed them.

Consulting 419

Consulting Consulting Customer emotions Customer Experience 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. Economic Theory Helps Explain Customer Behavior Too. For example, they predict that lower prices will bring in more customers looking to spend less of their paycheck.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

SEPTEMBER 17, 2014

They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Emotions'

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Consulting Consulting Customer emotions Government 300

Beyond Philosophy

JULY 11, 2016

All of these connected devices are delivering Digital Customer Experiences. This chart makes it all too clear just how critical the impression your digital presence makes on your Customer. In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

APRIL 18, 2017

On customers who are only starting to consider making a purchase. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Customers aren’t as loyal as you think they are. Appeal to your customers’ emotions. Not Meeting Your Targets?

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Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

OCTOBER 2, 2017

At our global customer experience consultancy, we address the emotional side of a customer’s experience by helping companies identify their Emotional Signature – a measure of their emotional engagement with customers. Are You Competition Obsessed? Beware of “The Complainers’!

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. So, What Do We Mean by Authentic Emotion Measurement?

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Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What is the focus of the systems in your organization? Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

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Customer Experience Banking Customer emotions Employee engagement 351