Beyond Philosophy

NOVEMBER 29, 2018

However, the experiences are entirely different and have different Customer Experiences. Moreover, I have different expectations from these experiences. We discussed the digital transformation and its effect on Customer Experience in our recent podcast. I suspect many of you do, too.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. If Huffington succeeds in transforming the way that companies view stress and performance, she could also help make it easier for companies to improve customer experiences.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience. Remember the Nordstrom Way.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

NOVEMBER 30, 2016

This is, of course, a terrible customer experience. When a company treats its customers this way, it may earn short-term profits, but it’s hard to get repeat business. To learn more about understanding your customers and improving your Customer Experience join one of our training courses.

Consulting 419

Consulting Consulting Customer centricity Customer Experience 419

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. appeared first on CX Consulting.

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outsourcing Customer Experience Consulting Consulting 273

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Of course, this is with good reason. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

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Feedback Customer Experience Abandon rate Surveys 250

Beyond Philosophy

NOVEMBER 16, 2016

As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. This is completely backwards thinking that turns a Customer Experience upside down. Designing a Customer-Focused Process. Then, fix it!

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. Discount retailers are partly to blame, but the real culprit is the internet.

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Are Your CX Metrics Hurting Your Customer Experience?

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Customer Service Metrics Benchmark Consulting 165

Beyond Philosophy

FEBRUARY 2, 2015

Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. From there, you can build the brand to attract them to your business. www.spring.org.uk.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

OCTOBER 31, 2016

An essential step to creating a customer-focused culture is to change your Key Performance Indicators (KPIs). As global Customer Experience Consultants, we say that KPIs tied to your Sales Goals influence the culture to focus on its goals rather than on what the customer needs or wants.

Banking 0

Banking Consulting Consulting Sales 0

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. Fortunately, e-learning has made call center management courses more accessible than ever. Who Should Take Call Center Management Courses? Contact Center Trends 2023.

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Call Center Management Benchmark Contact Center 147

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind. Please click here to learn more.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

MARCH 2, 2020

The question becomes, what do we do with this idea that deliberate poor service meant to wear out customers is profitable? Should we all stand up and go home and let the customers sort it out? Of course not. In our business growth consultancy, we were working with a water utility to improve their customer experience.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

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. Making Your Brand Available to Customers. We choose based upon our anticipations of what the experience will be. Follow Colin Shaw on Twitter @ColinShaw_CX.

Marketing 427

Marketing Consulting Consulting Construction 427

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.

Consulting 419

Consulting Consulting Banking Customer Experience 419

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? Where you discuss customers on the agenda reflects whether the organization prioritizes them.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. Ok, let’s create hundreds of different emails for that purpose, one to suit every type of customer we have.

Advertising 384

Advertising Consulting Consulting Government 384

Beyond Philosophy

NOVEMBER 2, 2016

From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Customer expectations might seem irrelevant, but they can actually be one of the most important factors that drive a customer’s experience. Share your reaction in the comment box below.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Never truer words were spoken, particularly when you are addressing Customer Experience.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

NOVEMBER 7, 2016

Happy memories are essential to your Customer Experience. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level, co-author Professor Ryan Hamilton of Emory University and I talk about the importance of memories for your Customer Experience.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

NOVEMBER 20, 2015

I quit, of course! I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. A second journey to establish a consulting company based on Customer Experience. Of course not! No, I didn’t break down.

Consulting 344

Consulting Consulting Customer Experience Accountability 344

Beyond Philosophy

APRIL 18, 2017

On customers who are only starting to consider making a purchase. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Customers aren’t as loyal as you think they are. This of course doesn’t mean that you need to abandon loyalty efforts altogether.

Sales 310

Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

JANUARY 28, 2015

There are ways to suggest a better course of action without being as blunt as saying no. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. The same applies at work.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? Pampers had 149.9 points vs. Tesla’s 116.79—which,

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

MARCH 10, 2015

Honesty is the best policy, and the only policy that gives you a chance for Customer retention. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake?

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

APRIL 16, 2022

Starting with a rule that demands you accept change as a constant, we set you on the right course for grouping your customers into meaningful segments that allow you to target them with the right message that encourages them to do what you want in the way that speaks to them best. Key Ideas to Improve your Customer Experience.

Construction 66

Construction Consulting Consulting Surveys 66

Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it.

Consulting 360

Consulting Consulting Feedback Personalization 360

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. Be willing to adapt and change course if things aren’t working out. Be flexible. Trust your gut.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

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Technology Consulting Consulting Customer emotions 331