Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. When we can return to a pre-pandemic way of life, what happens with your Customer Experience?

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

NOVEMBER 29, 2018

However, the experiences are entirely different and have different Customer Experiences. Moreover, I have different expectations from these experiences. We discussed the digital transformation and its effect on Customer Experience in our recent podcast. I suspect many of you do, too.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

Beyond Philosophy

FEBRUARY 10, 2022

One of the contributing factors to these disappointing results is an overwhelming amount of data surrounding Customer Experiences—and it’s resulting in analysis paralysis instead of providing excellent customer strategy insights. We explore the many reasons why customers do what they do—and what you should do about it.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

MAY 31, 2019

So, what does that mean for your Customer Experience? Communicating these things is paramount for your Customer Experience. . Covering uncertainty is a significant area for Customer Experience. When dealing with a customer complaint, it could be detailing the next steps for the process.

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Customer Experience Consulting Consulting Benchmark 318

Beyond Philosophy

AUGUST 30, 2019

The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Customer Experience 351

Customer Experience Finance Consulting Consulting 351

Beyond Philosophy

JANUARY 10, 2019

The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. So, what does all this have to do with your Customer Experience?

Accountability 317

Accountability Customer Experience Entertainment Benchmark 317

Beyond Philosophy

JULY 31, 2019

We need to consider these traits when designing a Customer Experience to create most value. There are, then, five behavioral economics practices that are essential if you want to improve your customer experience. Embrace Your Customers’ Irrational Nature. Understand and Predict Customer Habits.

Customer Experience 305

Customer Experience Consulting Consulting Sales 305

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

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Customer Experience Airlines Consulting Consulting 383

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. Rule # 5: Focus on the art of the possible.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience. Remember the Nordstrom Way.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

OCTOBER 3, 2016

In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. It led to our fifth imperative, which is: Imperative 5: Uncover the hidden causes and unintended consequences of customers wanting things to be easy. Therefore it is critical that you make things easy for them.

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Consulting Consulting Customer Experience Marketing 419

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.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

AUGUST 14, 2019

I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. You want your experience to be friction-less or easy.

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Customer Experience Benchmark Education Consulting 331

Beyond Philosophy

NOVEMBER 16, 2016

As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. This is completely backwards thinking that turns a Customer Experience upside down. Designing a Customer-Focused Process. Then, fix it!

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

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Consulting Consulting Education Customer Experience 195

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. Ensuring Excellent Experiences with Empathy and Empowerment.

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Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 12, 2016

Professor Ryan Hamilton of Emory University and I wrote a book about this concept called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we explain how this irrationality inherent to the human condition manifests itself in our daily lives. What Do Your Customers REALLY Want?

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Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

JUNE 12, 2017

We witness it all the time in our customer experience consultancy. We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint. If you enjoyed this blog, you might also like: Startling Revelation! What Kind of Complainer are You?

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Morale Consulting Consulting Engineering 377

Beyond Philosophy

OCTOBER 31, 2016

An essential step to creating a customer-focused culture is to change your Key Performance Indicators (KPIs). As global Customer Experience Consultants, we say that KPIs tied to your Sales Goals influence the culture to focus on its goals rather than on what the customer needs or wants.

Banking 0

Banking Consulting Consulting Sales 0

Beyond Philosophy

SEPTEMBER 26, 2016

But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

SEPTEMBER 4, 2017

I’m ordinarily skeptical of technology as a solution to customer experience problems. A customer’s experience is largely made up of subconscious and emotional factors – what we call the “ Emotional Signature.” Lorraine and I usually spend the ride home bemoaning the abysmal customer experience.

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Consulting Consulting Technology Customer Experience 396

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Here are my top five picks from last week.

Customer Service 397

Customer Service Consulting Consulting Surveys 397

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.

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Consulting Consulting Banking Customer Experience 419

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? Where you discuss customers on the agenda reflects whether the organization prioritizes them.

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Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. Why Customers Make Strange Decisions.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

JUNE 28, 2017

As Coke learned over 30 years ago, different is not always what the customer wants. Consider Your Customers. When we work with companies in our customer experience consultancy, we urge them to look at changes from the “outside in,” evaluating the impact on the customer’s experience before committing to something new.

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Customer centricity Consulting Consulting Technology 401

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

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Customer emotions Education Consulting Consulting 414

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Secondly, the UK are not as customer-centric as U.S

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

NOVEMBER 7, 2016

Happy memories are essential to your Customer Experience. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level, co-author Professor Ryan Hamilton of Emory University and I talk about the importance of memories for your Customer Experience.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

FEBRUARY 8, 2018

In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers. However, you don’t take advantage of your customers. Are You Irrational?

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Construction Consulting Consulting Customer Experience 337

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. But when you buy that same bread at a bakery, the aroma of fresh baked goods can add value or enhance your experience.

Consulting 0

Consulting Consulting Customer emotions Customer Experience 0

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

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Customer Experience Morale Consulting Consulting 243

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Here’s why customer experience is of great value in your marketing strategies. .

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Marketing Customer Experience Customer centricity Consulting 203

Beyond Philosophy

MARCH 2, 2020

However, if a customer complaint creates a significant loss to the company, it might be profitable to ignore a bad Customer Experience. . In our business growth consultancy, we were working with a water utility to improve their customer experience. So, Is Bad Customer Service Profitable for You?

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response!

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Consulting Consulting Customer Experience Customer retention 461