Beyond Philosophy

MARCH 5, 2015

So three things that are going better in the Airline industry before. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 19, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

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 18, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

NOVEMBER 10, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

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 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

NOVEMBER 9, 2016

If you enjoyed this post, you will also be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. They can also provide useful feedback and build brand-based communities. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

NOVEMBER 7, 2016

If you enjoyed this post, you might be interested in the following blogs: · Industry Secrets Leaked: Predicting Customer Behavior. · How to Measure Customer Emotions. · What Can We Learn from Restaurants and Casinos? Colin is an international author of five bestselling books and an engaging keynote speaker.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

OCTOBER 29, 2014

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

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JULY 2, 2020

Moreover, many other companies in other industries are in the same boat. Moreover, the organizations that reimagine their Customer Experience are managing customer emotions and providing opportunities for new customer behavior that builds excellent memories that bring them back for more. ” Dallasnews.com.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

NOVEMBER 4, 2014

19 August 2014. < < [link].

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Customer emotions Customer centricity Consulting Consulting 283

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.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. It is still all about emotions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

DECEMBER 23, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

JANUARY 26, 2015

The post You Can’t Legislate Customer Centricity appeared first on Beyond Philosophy.

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Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. As a result, the top talent is less likely to want to work there.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

MAY 25, 2016

However, both the Employee and Customer Experience are suffering for another reason. Verizon has an internal focus, just like the rest of the telecoms industry. But they are cheaper, so Verizon wants to do it regardless, ticking off employees and customers in one fell swoop! How to Measure Customer Emotions.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

JANUARY 23, 2017

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. And that’s especially true in a highly competitive industry like tourism. Ignore this at Your Peril: How Customers Decide. Carnival seems to be on the right track.

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

AUGUST 3, 2016

Whether it is the pain points caused by your experience or the experience of your competitor (and even in an unrelated industry), knowing when they occur is critical to improving your Customer Experience, playing a direct role in your improvement program’s success. How to Measure Customer Emotions.

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Complaint resolution Consulting Consulting Customer emotions 271

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.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

AUGUST 10, 2016

From the Philippines: 86% of Filipinos would rather use digital channels to interact with other industries (not Telecom), which was higher than the global average of 74%. What I see in the numbers here is that while the survey was based on the Telecom industry, its trends are echoing throughout other industries as well.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: [link].

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

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.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here.

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Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

JUNE 25, 2020

We did the Emotional Signature research with an insurance company in Georgia. We discovered that one of the most critical points of an insurance company experience occurs in the claims moment, particularly if you’re in the healthcare industry. Emotion management and positive memories are the way to do it.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

AUGUST 29, 2016

Many of these influences aren’t rational at all, nor are customers even aware of them at a conscious level. It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. How to Measure Customer Emotions.

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Consulting Consulting Analytics Customer emotions 278

Beyond Philosophy

NOVEMBER 19, 2020

What Are Some of the Mistakes of the Past for Customer Experience? The three of us, along with moderator Chantel Botha of Brand love, discussed in the webinar and a recent podcast some of our past experiences working in this industry, where we are today, and where we are going. appeared first on CX Consulting.

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Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

AUGUST 30, 2018

So, it’s not the first place I would think that Customer Experience plays a prominent role. You often learn a lot about the intricacies of an industry when you are a global Customer Experience consultant and the water company was no exception! Except that it does. In England, I have worked with a water company.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The ‘destroying cluster’ lurks at the low end of customer emotions.

Consulting 297

Consulting Consulting Customer emotions Customer Experience 297

Beyond Philosophy

DECEMBER 3, 2015

I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” Welcome to the world of behavioral economics. I thought I would expand on my thoughts here and give a better explanation.

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

SEPTEMBER 27, 2017

Telecoms Put Cost-Savings Ahead of Customers. I used to work for a large telecoms company and my impression of the industry at the time was that it was inward-looking, focused always on internal politics, cutting costs and earning more profits. Providing customers with a better experience was not on the company’s radar.

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

Beyond Philosophy

AUGUST 31, 2016

If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?

Journey mapping 183

Journey mapping Customer emotions Customer effort B2C 183

Beyond Philosophy

DECEMBER 25, 2017

Amazon and Uber have been making headlines for eliminating humans from areas of their Customer Experience that have traditionally been handled by people. Hear whether the experts think a “Human Free” experience is isolated to a few industries or a glimpse of the future of Customer Experience in this article. Sign up here.

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Advertising Entertainment Customer emotions Customer Experience 297