Beyond Philosophy

MAY 9, 2016

These are all unconscious emotional decisions that we make about usefulness and value and that we pick up as Customer Experience consultants. Find out more on how you can improve your Customer Experience and ultimately your sales in our latest ebook Unlocking The Hidden Customer Experience.

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Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

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ShepHyken

FEBRUARY 1, 2019

Customer service is everyone’s job— from sales reps, finance, IT, operations, to management— and the more employees buy into it, the more they will exceed in providing higher quality service. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it. Disseminate it.

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Customer centricity CRM Finance Coaching 235

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. If you work for an SMB, have someone from inside sales or marketing handle a live chat on your company’s website during business hours.

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Technology Customer Service Management CRM 244

ShepHyken

NOVEMBER 24, 2017

Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy. The post Guest Blog: How to Use Social Media to Provide Great Customer Service appeared first on Shep Hyken.

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ShepHyken

JULY 13, 2018

To evaluate the ease of contact and responsiveness, consider the following: How seamless is the sales and contact customer experience across multiple channels and devices such as desktop, mobile, phone, chat, and email? The post Guest Blog: The Customer Experience is Not Just for B2C appeared first on Shep Hyken.

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B2C Customer Experience B2B Journey mapping 38

Beyond Philosophy

OCTOBER 6, 2015

The hope was the Clean Diesel would boost sales in the U.S., which accounts for only about 6% of global sales for the brand. If you enjoyed this post, you might be interested in the following blogs: Is Trust Really an Emotion? They charged more for these environmentally friendly cars, too.

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Banking Consulting Consulting Government 406

ShepHyken

JANUARY 26, 2018

If your retail salespeople are completing a retail sale on the floor of your store, for example, they can learn to concentrate on that task alone and ignore ringing phones, restocking the shelves, serving other customers and other tasks that are in other compartments. Yet you can train them to think in only one “compartment” at a time.

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Consulting Consulting Customer Service Sales 208

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Donna Fluss, founder and president of DMG Consulting, says: ❝Customers do not understand organizations not having one standardized view of all their interactions.❞.

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ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. I regularly consult with companies, associations and organizations that claim they give their employees power to make decisions but in reality pull the plug when they have an issue with decisions made. Shep Hyken.

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Beyond Philosophy

SEPTEMBER 18, 2016

However, her division was just fined $185 million for opening phony accounts to hit sales product goals, actions described by the Consumer Financial Protection Bureau (CFPB), as a “ violation of trust and an abuse of trust. ” There is always pressure to make your sales goals. She departs with over $124 million in stock and options.

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Banking Construction Accountability Sales 416

Beyond Philosophy

DECEMBER 6, 2019

Are you too focused on sales revenue? In our Global Customer Experience Consultancy, we were doing some work with an airline. Sometimes, the only time senior management ever deals with customers is when there is a significant sale on the line. Ensure that you take that into account when you make these decisions.

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Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

NOVEMBER 7, 2016

Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. In nearby Delaware, McDonald’s owners across the state have a Coffee with a Cause program that uses 50% of the net coffee sales to support a charitable organization chosen in the area by owner/operators.

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Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

NOVEMBER 10, 2014

Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Most organizations choose to focus on sales as their KPI. If you have all of your incentives tied to sales and productivity, that’s what will be the focus your team’s efforts.

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Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . New Sales Growth: This area includes increases in sales, market share, or new customer acquisition. Moreover, RICOH did this in a declining market for printer sales overall. .

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Beyond Philosophy

NOVEMBER 28, 2016

A recent article by a major employee research and engagement consulting organization were reported on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation. Republished with permission from CustomerThink.com.

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Employee engagement Consulting Consulting Enterprise 364

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. It has beefed up the number of sales associates, who will be decked in holiday attire. Retailers drop their prices to bring more shoppers into their stores.

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Consulting Consulting Sales Customer Experience 312

ShepHyken

NOVEMBER 10, 2017

This can ultimately result in the conversion of the visitor to a lead and closed sales by enriching users with relevant details about products/services. A digital marketing consultant, he has experience in things including branding, promotions and page optimization, along with research and strategy.

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Transportation Analytics Banking Metrics 185

Beyond Philosophy

FEBRUARY 8, 2018

In our global Customer Experience Consultancy, we see irrational behavior by customers all the time. and then justify rationally (“The cookies were on sale, so I bought them!”). If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Make Decisions Anyway – podcast.

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Construction Consulting Consulting Customer Experience 337

Beyond Philosophy

NOVEMBER 19, 2014

Furthermore, they will donate all the proceeds from the sales of these commemorative chocolate bars to The Royal British Legion, a charity in Britain that addressed the social and emotional necessities of current and past members of the British Armed Forces and their families. These brave men and women will always be remembered.

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Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

SEPTEMBER 15, 2015

If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This…. 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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Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

NOVEMBER 4, 2014

A spa might have a seating arrangement that brings you closer to the spa products for sale, naturally encouraging the patrons to browse. If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Please share your insight in the comments below. Engaging the Subconscious Shopper.

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Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

OCTOBER 5, 2015

If you spend the majority of a meeting talking about sales reports and operations, and just a little bit at the end about CX, it’s clear what the leadership team values. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

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Consulting Consulting Customer Experience Sales 383

Beyond Philosophy

MARCH 16, 2016

All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. Now, I realize not all of you Customer Experience professionals have experience in sales. The Role Of CX in a Sales Culture. And to whom are you selling?

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Consulting Consulting Sales Customer Experience 281

Beyond Philosophy

DECEMBER 11, 2017

But as we listen to “Frosty the Snowman” for the third time in a single day, it’s fair to wonder: does all this holiday cheer help retailers make more sales, or help us enjoy shopping more? We’re more apt to like the selection of products and the sales staff. If you liked this blog, you might also enjoy these: Music: A Marketing Tool.

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Consulting Consulting Sales Customer Experience 378

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. It’s management that typically stands in the way by articulating vague, impossible to achieve goals without consulting the people in the ranks. I think I’d much prefer a hearty “Congratulations – well done!” Remember Wells Fargo ?

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Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

NOVEMBER 26, 2018

In our customer experience consultancy I see many companies that mistakenly think that more choices make customers happier. Jam Jars and Sales. However, the smaller display led to more sales. These are exactly the sort of negative emotions that lead to poor sales and a poor customer experience.

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Consulting Consulting Customer centricity Sales 274

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Follow Colin Shaw on Twitter @ColinShaw_CX The post How to Make or Break Your Customer Experience appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Experience'

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Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

SEPTEMBER 30, 2021

Our listener wants help convincing his team that using a free trial will help sales. So, yes, offering a free trial could increase sales by activating the Endowment Effect. . So, it’s easy to imagine that this free trial would increase sales. One of our podcast listeners wrote to us with a problem. The Trials of Trials.

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Sales Advertising Customer centricity Accountability 195

Beyond Philosophy

NOVEMBER 17, 2015

According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”. The associates (muses) are tasked with not just “making the sale,” but first and foremost to engage with the Customer. Consumers for the luxury brand can look forward to a change in their experience.

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Sales Consulting Consulting Marketing 319

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. As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. Some do train, however.

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Consulting Consulting Personalization Accountability 419

Beyond Philosophy

JUNE 22, 2018

To design your experience to result in more sales of it, ensure that this product or service avoids the extremes. To boost the sales of the premium service, you should introduce a “Super-Premium” service. If you enjoyed this post, you might be interested in the following blogs: How We Make Decisions—Prospect Theory.

Sales 360

Sales Consulting Consulting Customer Experience 360

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. 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.

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Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

NOVEMBER 10, 2014

An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. A B2B Telecom reduced costs by 36% and increased revenues by 7%. . <

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Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JANUARY 14, 2015

As a customer experience consultant, hearing this represents an experience failure. Blogs Customer Experience' “You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. Note: This fail at the end of the experience also imprints a strong negative impression in memory.

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Customer Experience Accountability Consulting Consulting 411

Beyond Philosophy

JUNE 26, 2015

With many clients we consult, a senior manager asks for a business case showing numbers to justify having more of a Customer focus before they go down that track. Glenn Laverty, President and CEO, described how every part of the organization, from service and sales to Human Resources and accounts payable, felt connected to the Customers.

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Customer centricity Consulting Consulting Accountability 378

Beyond Philosophy

FEBRUARY 15, 2018

For those of you who aren’t familiar with Wells Fargo’s nefarious activity, thousands of bank employees opened bogus accounts to hit their sales goals from 2011 to 2016. One area we would advise them to consider will be changing their KPIs to Customer Experience and Satisfaction goals rather than sales goals. Recruiting Now!

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