ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

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

SEPTEMBER 26, 2016

It can also be called a trigger, e.g., the person has just heard troubling news. The routine is the habitual behavior, e.g., the person begins chewing on his or her fingernails and cuticles. As Customer Experience Consultants, we see organizations trying to change customers’ habits all the time. A ROUTINE begins.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

SEPTEMBER 12, 2016

When you ask a person why they bought something, they can always tell you straightaway. Is the person lying? As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. If you enjoyed this post, you might be interested in the following blogs: 3 Ways Customers’ Minds Play Tricks on Them.

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Consulting Consulting Customer Experience Personalization 0

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. In this type, you compare traits of someone you see to a personal archetype. If you enjoyed this post, you might be interested in the following blogs: Beware – The Internet is Affecting Your Customers’ Behavior.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

JUNE 12, 2017

We witness it all the time in our customer experience consultancy. On a personal level, complaining too much is bad because it reinforces negative thoughts and makes people dread being around you. Has complaining affected your business and personal life? If you enjoyed this blog, you might also like: Startling Revelation!

Morale 377

Morale Consulting Consulting Engineering 377

Beyond Philosophy

SEPTEMBER 7, 2015

Post blogs, articles and create white papers that share information on the latest and greatest happening, not just with you and your company, but in your industry. Repurpose content from your blogs and articles. Create daily Google Alerts for any articles, blog posts, or news related to your products and industry.

Advertising 416

Advertising Engineering Consulting Consulting 416

Beyond Philosophy

SEPTEMBER 4, 2017

Except that this is Walmart, a place where personal interactions fail so miserably that anything that gets you out of the store is bound to be an improvement! As a customer experience consultant, I wish Walmart was putting more effort into improving its in-person experience. Technology simply can’t replace the human touch.

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Consulting Consulting Technology Customer Experience 396

Beyond Philosophy

SEPTEMBER 10, 2015

Furthermore, engaged employees enjoy personal satisfaction for doing so. If you enjoyed this post, you might be interested in the following blogs: Virgin Shows Links Between Employee Experience and Customer Experience. Employee engagement is the latest buzz phrase in the industry. Improving Your CX One Employee at a Time.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. You want them to go in and clean their room. Cialdini’s Six Principles of Influence .

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

OCTOBER 17, 2016

In our Customer Experience Consultancy, Beyond Philosophy , we emphasize teaching customer-facing employees to recognize people’s emotions and manage them to a better emotional outcome. If you enjoyed this post, you might be interested in the following blogs: Why the Customer Experience Doesn’t Create Loyalty.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

OCTOBER 22, 2015

The Dartmouth team found an accurate activation pattern of negative emotions that estimates how negative a person will feel when they look at upsetting photos. If you enjoyed this post, you might be interested in the following blogs: Science Proves What Really Makes People Happy. Discovering What Customers Don’t Know Themselves.

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Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? So, for instance, if you see somebody cut somebody else off in traffic, you might conclude that the person is a bad driver. You might even think that “lousy driver” is a core characteristic of them as a person. .

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Consulting Consulting Call Center Personalization 448

Beyond Philosophy

NOVEMBER 10, 2015

Harvard Business Review’s blog published a post comparing the effects of our global connectivity to the delayed gratification marshmallow test from the ’60s. Sometimes it is derailed by unavoidable problems, personal emergencies or health issues. It worked; he increased his productivity to 98%.

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Consulting Consulting Customer Experience Personalization 385

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. and making a true emotional connection.

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Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. The idea behind long-form advertising is if the person is willing to engage with a long-form ad, then it is evidence that they are into it, which leads to more investment. . Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there. In my experience British companies like to do things by themselves rather that invest in bringing in consultants like ours. Time and Effort.

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Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

NOVEMBER 22, 2017

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! These are not the kinds of relationships I want to be a part of! How do we make it work?

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Airlines Consulting Consulting Advertising 338

Beyond Philosophy

MAY 7, 2021

When you cannot engage expensive consultants or re-imagined experiences for your business, it is essential to determine if the decisions you want to influence can be affected by regular business expenses that you have. I wrote a blog a while ago about things in restaurant experiences that bug me. ” dialog. knowyourcustomers.)

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Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Personalization 195

Personalization Consulting Consulting Quality management 195

Beyond Philosophy

JUNE 5, 2017

Without the personal touch, we soon dropped the milk delivery and began buying our milk at the shop like everyone else. The personal touch of the experience had gone, been lost and missed. People who stay at boutique hotels often choose them because of the service and personal interactions they provide.

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Consulting Consulting Personalization Customer Experience 358

Beyond Philosophy

JANUARY 2, 2019

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Hire consultants to run a workshop. Send around blogs and share podcasts on Customer Experience.

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Customer Experience Consulting Consulting Education 390

Beyond Philosophy

AUGUST 21, 2017

By nature, I’m an organized person. We see it every day in our customer experience consultancy. If you have the traits of a confident person, you’ll be better able to respond to factors you can’t control. If you enjoyed this blog, you might also like these: The New Essential Business Skill – Storytelling! Trust your gut.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

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Transportation Surveys Consulting Consulting 448

Beyond Philosophy

NOVEMBER 30, 2016

In one case, a Payless customer returned a car and found she had been charged for personal liability insurance that she had repeatedly declined. At our customer experience consultancy, we work with companies to identify where they can improve and make the customer’s journey a positive one that makes them want to come back.

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Consulting Consulting Customer centricity Customer Experience 419

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs. We employ the phone for personal contact with friends and family. We Love Our Phones.

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Transportation Surveys Consulting Consulting 870

TeleDirect

JANUARY 30, 2025

In this blog, we will explore the benefits of outsourcing call center services for law firms , how they can improve client satisfaction, and why choosing the best call center is essential for legal businesses. Clients can book consultations without delays. Automated reminders reduce no-shows.

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Call Center outsourcing Consulting Consulting 119

Beyond Philosophy

MARCH 20, 2020

We had some good news, which is that Beyond Philosophy has been recognized as one of the best management consultancies by Financial Times for the second year in a row. Personalization is another way to increase the Availability of your product or service. appeared first on Customer Experience Consulting.

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Marketing Consulting Consulting Construction 427

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. In our Customer Experience Strategy consulting, we do research called the Emotional Signature ® , which identifies the things customers don’t say they want but drive a great deal of value.

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Consulting Consulting Education Benchmark 379

Beyond Philosophy

SEPTEMBER 11, 2017

The simple truth is, yes, you can use that data to come up with more targeted advertising, more seemingly personalized marketing, and so on, but where you will stand out is when you use that data to create a positive customer experience instead. Talk to them about what they want to discuss, not what you want to foist on them.

Advertising 384

Advertising Consulting Consulting Government 384

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. However, what the Forrester Consulting survey revealed is that this real-time data isn’t helping CX, at least not at the moment. What is a CX Data Platform? Use of a single data point.

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Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

FEBRUARY 15, 2017

In our customer experience consultancy, I always tell my team, “None of us is as clever as all of us.”. Accept that conflict is a natural part of any relationship, business or personal, and learn productive methods of conflict resolution. 5. Honesty is the best policy. Lying undermines trust. Just don’t do it.

Construction 382

Construction Consulting Consulting Education 382

Beyond Philosophy

JANUARY 28, 2019

However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables. Your customers have different motivators depending on the variables that apply to their lives and personalities. on The Intuitive Customer Podcast.

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Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

JANUARY 8, 2021

Usually, when people talk about that, it’s in the third person, meaning that someone will impose the new normal upon us. I would encourage us to put that in the first person. As I mentioned before, your customers have changed through their personal experiences. We hear the phrase ‘the new normal’ a lot.

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Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

JUNE 13, 2019

In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. As Customer Experience consultants, we believe in servant leadership. What we’re talking about here is human behavior. WHY CUSTOMER MEMORIES ARE MORE IMPORTANT TO YOUR CX.

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Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

DECEMBER 11, 2017

Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? If you liked this blog, you might also enjoy these: Music: A Marketing Tool. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Consulting Consulting Sales Customer Experience 378

Beyond Philosophy

SEPTEMBER 18, 2016

These decisions were made at the sales person level, but each of them had a manager. If you enjoyed this post, you might be interested in the following blogs: Employee Culture: Why Amazon is on Top and Bank of America Isn’t. However, getting to your goal by opening a fake account in one of your customer’s names is deplorable.

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Banking Construction Accountability Sales 416