Beyond Philosophy

OCTOBER 25, 2019

Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. However, too many organizations do not get specific enough about customer emotions. That is ridiculous.

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Customer emotions Consulting Consulting Customer Experience 250

Beyond Philosophy

APRIL 20, 2016

Top 50 Marketing Thought Leader’ Reveals Latest Trend. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too. For example, they predict that lower prices will bring in more customers looking to spend less of their paycheck. appeared first on.

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Marketing Consulting Consulting Government 325

Beyond Philosophy

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience.

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Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – They market, and create experiences, within the branded vision.

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Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

DECEMBER 3, 2015

Wouldn’t it be great if you could truly predict Customer’s behavior. 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?” Well you can! Well you should be.

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Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

SEPTEMBER 6, 2018

Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., These feelings drive some of our behavior as customers. But only for a limited time.

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Marketing Transportation Customer emotions Consulting 53

Beyond Philosophy

OCTOBER 12, 2016

The Era of Personalized Marketing is Here. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. The Emotional Experience Today Has New Applications.

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Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell. Why is this? 26 August 2014.

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Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

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Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

NOVEMBER 21, 2016

At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. Perceptions will depend on a variety of factors including expectations, emotions, state of mind and willingness to accept the value.

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Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

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Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1.

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Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments.

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

MARCH 7, 2024

Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives. My global Customer Experience consultancy developed a research methodology that defines the hidden impact of your experience on customer behavior. Do you mean market share? Repeat business?

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Customer emotions Construction Surveys Finance 195

Beyond Philosophy

JUNE 23, 2015

.; and, while some carriers are taking precautions to protect their customers from text message advertising, so far neither the direct marketing industry nor the federal government has been able to control this form of spam. And, once these customers are on board, are companies doing enough of the right things to keep them?

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Marketing Wireless Advertising Revenue potential 246

Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

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Marketing Customer emotions Consulting Consulting 210

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?

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Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

NOVEMBER 18, 2014

Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization. How Can You Tell How Customer Centric Your Marketing Channel Strategy is? How is your organization oriented: around the Customer or your product?

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Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

APRIL 20, 2016

Top 50 Marketing Thought Leader’ Reveals Latest Trend. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. How are companies blowing it? Of the U.K.

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Customer Service Multichannel Self service CRM 379

Beyond Philosophy

NOVEMBER 19, 2014

Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience. May it also create a Customer Experience that fosters Customer Loyalty and Retention, the hallmarks of a successful marketing campaign.

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Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

MARCH 1, 2019

In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Those that do measure customer emotions don’t think about how they will use it.

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Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

JULY 2, 2020

How has the pandemic changed how your market works, and have you taken advantage of the opportunities it presents? Have the present market conditions created new segments based on experiences during the pandemic? The post Re-Imagining Your Customer Experience in a Time of Change appeared first on CX Consulting.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

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Marketing Customer emotions Consulting Consulting 199

Beyond Philosophy

MAY 8, 2019

So, if your customers display any of those emotions, then you’re losing money. This area is marketing’s job. They make the product look interesting to stimulate customers to explore the offer. From our research that we did with London Business School, these emotions drive short-term spend.

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Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Some markets even use scents to get us to notice different foods in the store. They don’t.

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Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 28, 2014

Let’s take a closer look at each and what makes them have a Customer Focus. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Area #1: Technology. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

MAY 8, 2017

Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently because of the subconscious cues delivered by the soft drink’s branding and market personality. The post Who Wins – Brand Or Customer Experience?

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Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

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Marketing Engineering Consulting Consulting 231

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

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Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

JULY 13, 2016

On how personalization can improve a customer’s online experience, the online retailer said it was important to examine “past transactions and entry points to serve relevant content.”. These marketers were also posed the following questions, which I will also weigh in on: Q: What should a firm focus on: Customer Experience or Branding?

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

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Metrics Finance Surveys Consulting 312

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

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Customer centricity Consulting Consulting Customer emotions 332

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. Three Truths Every Marketer Should Know about CX in China. It’s no secret that China is a huge market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Setting expectations is a key job of marketers. Disappointment is also not welcome at any time but especially not at Christmas.

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Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

NOVEMBER 4, 2014

The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. < [link] > “Does Music Influence Your Wine Buying?”

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