Beyond Philosophy

JUNE 4, 2020

Sutherland says that what used to kill video conferencing was that the least technological person determined the video conference’s quality. Sutherland doesn’t think most organizations, and particularly management consultants, have been immune to trading ingenuity for certainty. Few hands go up.

Consulting 390

Consulting Consulting Advertising Analytics 390

Beyond Philosophy

MARCH 5, 2015

Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” Second, they are going to explain better “why” they were late (which was because they are updating their fleet with larger aircraft that take longer to load and unload). I know that! WHY was it late is always my thought….

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. As Aagaard points out, which gym a person joins is often driven by where the gym is. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. So, the company added the words “Find your gym.” 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D.

Technology 253

Technology Customer Experience Personalization Engineering 253

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. The post How Biased Are Your Customers?

Consulting 281

Consulting Consulting B2B Customer Experience 281

Beyond Philosophy

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat. They might even encourage the use of Skype! Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

MAY 30, 2016

As Customer Experience Consultants, we talk about White Lab Coat moments , which describe how you make a judgment about something based on the appearance of an icon. Most people applied shocks marked “XXX” to the other person merely because the person telling them to was wearing a white lab coat, an icon of authority.

Consulting 283

Consulting Consulting Personalization Accountability 283

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage.

B2B 382

B2B Journey mapping B2C Telecommunications 382

ShepHyken

OCTOBER 26, 2018

One of the staff led me to a conference room that was being used for overflow luggage that day. A short time later, another hotel staff person came into the room, looked around and left. Because I had a little time to kill before a meeting and inquired about a place I could do some quiet work.

Consulting 288

Consulting Consulting Sales Marketing 288

Beyond Philosophy

SEPTEMBER 15, 2015

If a person is cognitively depleted (Read: tired), then they are far more likely not to participate and look for an easier path of resistance (read: your competition’s experience). Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

FEBRUARY 20, 2021

We talk to Pine about how the pandemic changed in-person events, trade shows, and conferences for the better and what we can learn from going virtual. The idea behind the hybrid event is a live event with attendees, and then a simultaneous online event complements the in-person one. Follow Colin on Linkedin and Twitter.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

MARCH 28, 2019

Many years ago, I attended the Confederation of British Industries (CBI) conference in London. In my global Customer Experience consultancy, I have dealt with some companies who spend hours talking about the.001 I mean, yes, it could be an issue for one person on a random Tuesday, but let’s get the product out there for everyone else!

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

FEBRUARY 25, 2021

This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. Starting in March 2020, Pine, a regular speaker, watched as all the events he was booked for canceled their in-person events and replaced them with virtual ones.

Consulting 195

Consulting Consulting Personalization Management 195

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

DECEMBER 23, 2014

Here’s where it’s important to consider the causes of emotions and the personality types of the Customers you serve. I wish it were as simple as just asking your Customers what they want and getting the real answer. It isn’t of course, because sometimes the Customer might not even know. I have a graphic that might help.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”,

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. Empathy and sensitivity are the traits you would look for in a person managing an EX program. The first person we would hire would be the Head of CX. So the second person we would hire would be a Customer Insights Manager.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

MAY 15, 2021

Emotions drive value in business relationships the same way they do in personal ones; how business customers feel in your experience is essential to manage. Join this three-day, virtual conference to discover tools and techniques that can help you build enduring customer relationships. Recognize that customer emotions apply.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

NOVEMBER 19, 2020

” Pine says Customer Experiences should be memorable, personal, and emotionally engaging, so customers value the time they spend with your company. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. No consultants. No conferences. What you’ll learn in a day will outweigh anything you could learn from a webinar or attending a conference. Shall I go on?

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Beyond Philosophy

APRIL 20, 2023

Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. Also, if you do find a great employee, hang onto them.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. Many years ago, I decided to be a conference speaker on Customer Experience. I hesitated.

Consulting 221

Consulting Consulting Finance Education 221

Nicereply

MARCH 23, 2021

We’ve linked each person to their Twitter feed so you can follow them. Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

OCTOBER 25, 2019

As a consultant for these brands, he gets an insider position that allows him to collaborate and share their story to others. Dr. Michelli is quick to say that not all Airbnb hosts are great, but the ones that get it right execute the best of personal care. Getting your Customers’ Needs Met is Vital.

Consulting 261

Consulting Consulting Technology Personalization 261

ShepHyken

MAY 1, 2020

Demonstrate your concern for your employees, their very real fears and anxieties, not only professionally and economically, but socially and personally. Send people updates and regular communication, even if there is not a lot of new information and the message is largely personal. Be Exceedingly Human.

Government 238

Government Consulting Consulting Personalization 238

Beyond Philosophy

JULY 5, 2015

Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. . – 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.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

SEPTEMBER 2, 2019

During a conference speech, I often ask the audience who they are loyal to, and the answer is always some form of family or friends. For example, if you have a significant other, you did something that made that person fall in love with you. The first secret is loyalty is a product of our emotions. Loyalty forms because of what you do.

Banking 352

Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

OCTOBER 24, 2014

Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. Setting a standard for recruitment that looks at more than technical ability. Many organizations recruit employees for their technical competence.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. The post How Biased Are Your Customers?

Consulting 150

Consulting Consulting B2B Customer Experience 150

Interaction Metrics

JANUARY 7, 2025

Customer Journey Mapping Is Not Just a Pretty Picture Journey mapping isnt about creating colorful diagrams to hang in your conference room. Personalized Experiences: Starbucks leveraged rewards data to offer tailored recommendations and promotions, boosting customer engagement. Consultants can help businesses clarify these nuances.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Beyond Philosophy

JUNE 4, 2015

To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Playvox

APRIL 19, 2022

Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. In fact, the bright lights and neon that are the hallmarks of Las Vegas were an appropriate backdrop for this year’s conference. We’re grateful to meet in-person again. Our Path Forward – Together.

Contact Center 68

Contact Center Consulting Consulting Technology 68

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. And here’s why she is awesome. In what way?

Personalization 98

Personalization Coaching Education Marketing 98

Beyond Philosophy

AUGUST 8, 2024

Chances are, if the electrician had known that or consulted with the plasterer, he would have cut the holes the way the plasterer needed them. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference.

Consulting 195

Consulting Consulting Marketing Sales 195

Beyond Philosophy

MAY 12, 2015

Kahneman explains that System One is at work when you look at a photo, interpreting the image, supplying you with your related personal experiences. However, there is no way for a single person to have enough of these occurrences to make a sampling large enough to be an accurate interpretation. It’s fast and effortless.

Personalization 369

Personalization Customer Experience Customer centricity Consulting 369

CX Global Media

SEPTEMBER 11, 2018

She is a co-founder of the Customer Experience Professionals Association, an author and a speaker keynoting high profile conferences and corporate events. Brad Cleveland : Brad is an author, speaker, and consultant known globally for his contributions to customer service. What was my top customer service tip? Promote thinking.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168