Beyond Philosophy

NOVEMBER 10, 2014

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

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 4, 2014

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

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

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 322

Customer centricity Customer emotions Customer retention Consulting 322

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 366

Customer emotions Customer centricity Consulting Consulting 366

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 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

MARCH 5, 2015

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

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

JUNE 13, 2024

Figure 1 The 20 Emotions That Drive or Destroy Value I have covered individual emotions before, so I won’t get into the details here. However, this graphic demonstrates that being specific about customer emotions is essential. Thinking about customer emotions as “positive” or “negative” isn’t enough.

Customer Experience 293

Customer Experience Customer emotions Management Accountability 293

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 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

JANUARY 12, 2015

The post Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven appeared first on Beyond Philosophy.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

NOVEMBER 4, 2014

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

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

FEBRUARY 3, 2015

. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

Consulting 304

Consulting Consulting Customer emotions Morale 304

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 300

Customer Experience Customer centricity Scripts Customer emotions 300

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 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. The bottom line is this.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

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 276

Customer centricity Customer retention Customer emotions Airlines 276

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 255

Customer retention Customer emotions Customer centricity Consulting 255

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 334

Customer Experience Customer emotions Customer centricity Consulting 334

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 259

Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

MAY 5, 2015

I will talk about these little voices when I give the keynote speech at the Clarabridge Conference in Miami. I was, therefore, pleased to see Disney’s new “emotion picture”, Inside Out comes out at almost the same time as my speech. What does your little voice tell you to do about Customers’ emotions?

Customer emotions 284

Customer emotions Customer Experience Call Center Customer centricity 284

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 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

OCTOBER 24, 2014

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

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

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 195

Customer Experience Consulting Consulting Customer emotions 195

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 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

OCTOBER 8, 2014

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

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

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

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

CX Global Media

APRIL 17, 2017

But if you make that conversion attempt difficult for the customer and the agent, your success rate plummets. I myself began to see a whole new perspective on chat when I met with Dustin Yu of WebsiteAlive in our interview at the PACE Association Conference. Live Chat Accesses Customer Emotions. What a huge opportunity!

Abandon rate 120

Abandon rate Customer emotions Sales Advertising 120

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 77

Journey mapping Customer emotions Customer centricity Contact Center 77

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 360

Airlines Marketing Enterprise Advertising 360

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 353

Customer centricity Technology Marketing Customer Experience 353

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 120

Sales Contact Center Customer effort Call Center 120

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 279

Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

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 274

Airlines Customer centricity Multichannel Sales 274

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 265

Gamification Big data Personalization Feedback 265

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 257

Wireless Banking Enterprise Accountability 257

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 257

B2C B2B Metrics Entertainment 257

Toister Performance Solutions

JUNE 1, 2017

Training Plan: Serving Upset Customers This plan is divided into four lessons that each take place one week apart. Hold it in-person if possible, or via Skype or web-conference if your team is remote. Discuss situations where customers get angry. Discuss the importance of tending to customers' emotional needs.

Customer emotions 62

Customer emotions Consulting Consulting Personalization 62