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.

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Enghouse Interactive

JULY 23, 2021

Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy. Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today.

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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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Beyond Philosophy

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience. How to Make or Break Your Customer Experience.

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Beyond Philosophy

OCTOBER 2, 2017

When you accept this idea, you can design your experience to evoke customer emotions that drive that irrational behavior into what is valuable for your organization’s bottom line. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

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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.

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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?

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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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Beyond Philosophy

FEBRUARY 24, 2022

Having an opinion is critical whether you are an employee or a consultant. As a consultant, you not only should have an opinion, but you should also realize that your opinion is what the company bought. After explaining customer emotions in experiences, I played one of these phone calls that was pretty frustrating.

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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.

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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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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!

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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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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.

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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.

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Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. Rule #2: Recognize that customer emotions apply. . Typically, you get three or four to focus on the goal and embrace the idea of delivering customer emotions with the experience. Focus on the art of the possible.

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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. 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.

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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.

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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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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.

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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.

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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.

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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?

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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.

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Beyond Philosophy

JULY 18, 2020

Attitudinal Data refers to how customers talk about products on blogs and social media. Amazon is working on capturing the data about the nuances of customer emotions. This news is excellent as many organizations do not have sufficient segmentation in their customer groups. AI is excellent at categorizing groups.

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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’!

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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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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.

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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.

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Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. How Emotions Generate $$$$. Read more about the book and register for the webinar, here.

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Beyond Philosophy

JUNE 27, 2019

You can assess how your customers are feeling today, and then make changes to the experience and repeat the assessment. If you enjoyed this blog, you might also like these: Lose the Fear of Facial Recognition if You Want CX Improvement. Emotions Drive Spending, but Do You Know Which Ones Drive the Most?

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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?

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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.

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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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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?

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Beyond Philosophy

JULY 13, 2016

Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business. Econsultancy heard from the people working on the Customer Experience improvement efforts. How to Measure Customer Emotions.

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Beyond Philosophy

JUNE 17, 2019

When you sheepishly admit that you do not, she studies her sheet of paper for a bit, then consults with another staff member. If you enjoyed this blog, you might also like these: 8 Key Stats to Prove Customer Experience Delivers ROI. Why You Must Create and Sustain a Customer-Centric Culture. Whew, you think.

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