Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

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ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. A dedicated CX leader to guide strategy.

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Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

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Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

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Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

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Beyond Philosophy

DECEMBER 19, 2017

However, it doesn’t surprise me; QVC addresses the psychology of the customer in their experience. It is the essential concept we tout at our global Customer Experience consultancy. How we think influences how we behave, especially as customers. My first work as a customer experience consultant was there.

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Beyond Philosophy

JUNE 27, 2016

If you found this post interesting you would also enjoy: Happy Customers: How To Get Them. Register now for my next webinar: 5 Steps For An Effective, Customer Centric, Digital Transformation. How To Attract Customers. Uncover The Specific Emotions You’re Evoking. The Role Of CX In A Sales Culture.

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Beyond Philosophy

DECEMBER 7, 2016

As Customer Experience Consultants, we propose training that improves your employees’ understanding of all the factors that affect the Customer Experience (the rational, emotional, subconscious and psychological experiences). How to Measure Customer Emotions. What Can We Learn from Restaurants and Casinos?

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Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

JULY 11, 2016

All of these connected devices are delivering Digital Customer Experiences. This chart makes it all too clear just how critical the impression your digital presence makes on your Customer. In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation.

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Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

JUNE 28, 2017

As Coke learned over 30 years ago, different is not always what the customer wants. Consider Your Customers. When we work with companies in our customer experience consultancy, we urge them to look at changes from the “outside in,” evaluating the impact on the customer’s experience before committing to something new.

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ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. The company’s leadership needs to be aligned with its customer experience goals.

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ShepHyken

DECEMBER 4, 2020

So, take the time to build your customer experience roadmap and align your budgets with it. Do it yourself, or engage with a customer experience consultant like us. But make sure you do something to position yourself for the 2020 customer. What is a Customer Experience Roadmap? They deserve it.

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Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

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Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience? Customers are Irrational: Stop Fighting It.

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Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

NOVEMBER 8, 2018

The restaurants don’t know how to adapt and protect their brand. How can they adapt? To take it to the next level of excellence, you need to understand your customers’ psychology and how your experience triggers their reactions. 6. Is your Customer Experience deliberate? What can these businesses do?

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C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. To improve customer centricity in hospitality, innovation can no longer be purely physical or rational; we need to consider more emotional and relational ways to satisfy.

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Beyond Philosophy

NOVEMBER 16, 2016

If you want to keep your customers, it’s a good idea not to do things that make them feel disappointed. As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. Designing a Customer-Focused Process. Designing a Customer-Focused Process.

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Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

JUNE 26, 2015

Many companies aren’t convinced putting the Customer first is the right thing to do. 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. It was time to figure out how to turn things around.

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Beyond Philosophy

MAY 3, 2017

I’ve noticed a similar pattern of behavior in some of the organizations I work with as a customer experience consultant. That’s the whole point of an assessment – to see where you are and how you can improve! How to Speak the Truth Diplomatically. To Get Loyal Customers, Start with Loyal Employees. It’s critical!

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Beyond Philosophy

JUNE 17, 2019

There are three things in particular that drive me nuts at a restaurant, because they blatantly show that the restaurant is not customer centric. How many times have you walked into a nearly empty restaurant, asked for a table, and had the hostess say, “Do you have a reservation?” How to Measure Customer Emotions.

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Beyond Philosophy

JANUARY 12, 2015

You do not deliver the Customer Experience you design; your team delivers the Customer Experience. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

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Beyond Philosophy

OCTOBER 2, 2017

Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric. It is far better to simply admit that things aren’t right, apologize and explain how you’re going to fix the problem. Review Sites are Helpful – If a Company Bothers to Listen.

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Beyond Philosophy

MARCH 19, 2019

We had a guest that explained why Innovative Service is crucial to Customer Experience on our recent podcast. Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. Bell also helps many Fortune 100 companies implement innovative customer-centric strategies.

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Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Loads of good work is already happening in the field of Customer Experience.

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Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works. So what can the rest of businesses learn from them?

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Beyond Philosophy

MARCH 8, 2017

Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? Telecoms lack Customer Centricity. The customer must chase the organization. Quite frankly, a lack of Customer Centricity does not create a win-win situation or even a win-lose situation. This is simply unacceptable.

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Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. In this episode, we discuss Anna’s business pickle and how she can leverage what she learns in journey mapping to improve her organization’s customer strategy. We talk about these areas in the podcast.

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Beyond Philosophy

NOVEMBER 14, 2020

Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering. He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. Key Takeaways. Click here find out more.

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Beyond Philosophy

JULY 13, 2016

Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

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Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. How to Measure Customer Emotions.

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Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. My fundamental advice would be to build your organization based upon customer centricity and trust.

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Customer centricity Government Morale Advertising 348

Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. You see, as people move up the chain of command, they get further and further removed from the average customer. It’s not (as you might guess) cost!

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Beyond Philosophy

OCTOBER 5, 2017

Emotions drive behavior, therefore, customers’ actions communicate their actual desires more than customers’ words do. Discovering what customers actually want can help you discover how to use what you know about emotions to improve your bottom line. Is your Customer Experience deliberate?

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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

JUNE 13, 2019

Whether it’s customer human behavior or whether it’s employee human behavior, the same principles apply. In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. It all boils down to your company culture.

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Beyond Philosophy

AUGUST 17, 2015

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. Stephen Covey offers us some good guidelines for how to achieve this.

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Banking Customer centricity Consulting Consulting 250

Beyond Philosophy

APRIL 17, 2017

Here’s How Things Could be Different. As the owner of a customer experience consultancy, I see these incidents as a flaw at the very core of United’s corporate philosophy. We have found it’s a great way to get senior leaders on board and invested in creating a truly exceptional customer experience.

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