Conference, Consulting and Customer emotions

Is Customer Experience Dying? The Three Pioneers of The Movement Debate

Beyond Philosophy

OCTOBER 23, 2021

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was.

Customer Experience

Customer Experience Consulting Consulting Customer emotions

4 Actions to Exceed Customer Expectations

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. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity

Customer centricity Customer emotions Consulting Consulting

5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

MAY 15, 2021

In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply. Manage different customers differently. Key Ideas to Improve your Customer Experience.

Customer Experience

Customer Experience Management B2B Customer emotions

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

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

Customer Experience Customer centricity B2C Airlines

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

MARCH 12, 2015

The post Are you Irrational: 7 Questions to See If You Are Irrational? appeared first on Beyond Philosophy.

Customer emotions

Customer emotions Journey mapping Customer centricity Customer retention

Watch A Great Emotional Ad That Is Critically Acclaimed

Beyond Philosophy

NOVEMBER 19, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions

Customer emotions Customer centricity Consulting Consulting

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing

Marketing Customer emotions Employee engagement Customer centricity

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

NOVEMBER 19, 2020

From that moment on, and this occurred back around 2005, my company links our Customer Experience efforts to proof so that the champions of Customer Experience are not caught out as I was all those years ago in that German conference room. These clues affect our emotions, shape our attitudes, and guide our actions.

Customer Experience

Customer Experience Customer emotions Customer centricity Consulting

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience

Customer Experience Customer centricity Customer emotions Employee engagement

Subconscious Clues That Call People to Action

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”.

Consulting

Consulting Consulting Customer emotions Morale

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

NOVEMBER 18, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity

Customer centricity Customer emotions Customer retention Consulting

Any Press Is Good Press, Right?

Beyond Philosophy

SEPTEMBER 26, 2019

At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. To learn more about booking Colin as your conference speaker, please click here. on The Intuitive Customer Podcast.

Entertainment

Entertainment Sales Consulting Consulting

Music: A Marketing Tool

Beyond Philosophy

FEBRUARY 2, 2015

. < [link]. Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing

Marketing Customer emotions Consulting Consulting

How to Get People to Do What You Want

Beyond Philosophy

JANUARY 23, 2015

Follow Colin Shaw on Twitter @ColinShaw_CX. The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

Customer emotions

Customer emotions Customer centricity Customer retention Consulting

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions

Customer emotions Customer centricity Customer retention Consulting

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines

Airlines Transportation Customer centricity Employee engagement

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

NOVEMBER 4, 2014

. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].

Customer emotions

Customer emotions Customer centricity Consulting Consulting

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity

Customer centricity Customer emotions Employee engagement Customer retention

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

JANUARY 28, 2015

The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

Customer emotions

Customer emotions Customer centricity Consulting Consulting

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

NOVEMBER 4, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience

Customer Experience Real estate Customer emotions Customer centricity

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience

Customer Experience Customer centricity Scripts Customer emotions

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer centricity

Customer centricity Customer retention Customer emotions Airlines

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer retention

Customer retention Customer emotions Customer centricity Consulting

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

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

Customer Experience

Customer Experience Customer retention Upselling Banking

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience

Customer Experience Banking Customer emotions Employee engagement

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.

Marketing

Marketing Engineering Consulting Consulting

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions

Customer emotions Employee engagement Customer centricity Customer retention

You Need to Know the TRUTH About Customer Empathy!

360Connext

AUGUST 23, 2018

Here’s my recommendation for how to show empathy for your customers. Don’t be afraid to get real when documenting customer emotions. It’s another thing to be full-blown frustrated as a customer. Empathy means acknowledging the experience AND emotion of a customer.

Journey mapping

Journey mapping Customer emotions Customer centricity Contact Center

Pete Jones of Grypp Talks Sales and Service Platforms

CX Global Media

APRIL 10, 2017

And you’d like it to be easily accessed by you and easily viewed by customers. And Pete Jones, CEO of Grypp shared his perspective in our interview at the PACE Conference after my demo of his product. Emotion Wins Every time. That’s what Grypp promises to contact centers. Then you’re in deep jeopardy.

Sales

Sales Contact Center Customer effort Call Center

Simple Training Plan: Serving Upset Customers 101

Toister Performance Solutions

JUNE 1, 2017

Best of all, you can implement them without hiring an expensive consultant or trainer like me. The first topic is my most requested: Serving Upset Customers 101. Training Plan: Serving Upset Customers This plan is divided into four lessons that each take place one week apart. Discuss situations where customers get angry.

Customer emotions

Customer emotions Consulting Consulting Personalization

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

JULY 5, 2015

. – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer centricity

Customer centricity Complaint resolution Banking Enterprise

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

DECEMBER 14, 2015

Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Customer centricity

Customer centricity Airlines Enterprise Consulting

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines

Airlines Entertainment Consulting Consulting

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

“The number of customers is increasing at an alarming rate, and for the same reason more customers are opting for online premises for transaction and purchase. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation.

call center software

call center software Best practices Call Center Interactive Voice Response

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines

Airlines Marketing Enterprise Advertising

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

JUNE 4, 2015

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more!

Customer centricity

Customer centricity Technology Marketing Customer Experience

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity

Customer centricity Airlines Enterprise Education

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Airlines

Airlines Customer centricity Multichannel Sales

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification

Gamification Big data Personalization Feedback

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

Beyond Philosophy

JUNE 29, 2015

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Michael Lowenstein, Ph.D.,

Wireless

Wireless Banking Enterprise Accountability

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C

B2C B2B Metrics Entertainment

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Marketing

Marketing Wireless Advertising Revenue potential

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity

Customer centricity Construction Marketing Enterprise

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Beyond Philosophy

JUNE 17, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Advertising

Advertising Engineering Analytics Marketing

Is Customer Experience Dying? The Three Pioneers of The Movement Debate

4 Actions to Exceed Customer Expectations

Trending Sources

5 Rules for Managing Your Customer Experience in Business-to-Business

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Are you Irrational: 7 Questions to See If You Are Irrational?

Watch A Great Emotional Ad That Is Critically Acclaimed

Do You Harness the Power of Habit in Your Marketing Yet?

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

5 Reasons Your KPIs Are Hurting Your Customer Experience

Subconscious Clues That Call People to Action

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Any Press Is Good Press, Right?

Music: A Marketing Tool

How to Get People to Do What You Want

Don’t Disappoint your Customers this Holiday Season

3 Examples of Change for the Better in Airlines

How is Your Business Dealing with the Paradox of Choice?

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

My First 90 Days: The Secrets You Must Know About Your New Job

4 Things We Can All Learn from a Retail Customer Experience

How to Make or Break Your Customer Experience

eBay & PayPal’s Split is Good for Customers

4 Ways to Gain Customers’ Trust in Data Security

5 Facts to End the ROI Debate on Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

You Need to Know the TRUTH About Customer Empathy!

Pete Jones of Grypp Talks Sales and Service Platforms

Simple Training Plan: Serving Upset Customers 101

What Customer-Centric Companies Must Do To Become Customer-Obsessed

The Power of Servant Leadership to Build and Sustain Stakeholder Value

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

3 Ways to Use Mobile To Your Advantage

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

When B2B and B2C Key Performance Metrics Flatline….

When ‘Push’ Marketing Goes Too Far

Like Just About All of Their Customers… I LOVE Wegmans!!!

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

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