Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Your existing customers are far easier to upsell.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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

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. Several studies conclude that positive reinforcement is the best way to encourage better behavior. Study #1: Punitive Consequences Encourage Deception.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Understanding behavioral economics and their influence on Customer Experience can give you a real edge in business. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

OCTOBER 29, 2014

Some studies suggest that losses are twice as powerful, psychologically, as gains… Note that whether a transaction is framed as a loss or as a gain is very important to this calculation: would you rather get a $5 discount, or avoid a $5 surcharge? The same change in price framed differently has a significant effect on consumer behavior….

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JUNE 25, 2020

Years ago, at Stanford, researchers did a study about recalling information at the proper time. Midway, the research team brought the participants in as two groups for a different study. This study reveals an essential concept of advertising. Emotion management and positive memories are the way to do it.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

NOVEMBER 4, 2014

This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. 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. www.winepleasures.com. 29 July 2011. < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. 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.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Sources: Aagaard, Michael. “10 Contentverve.com. 25 March 2013.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

Sales 279

Sales Journey mapping Customer emotions Consulting 279

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. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Hesse didn’t talk about customer emotions. But many others look to technology.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences.

Consulting 300

Consulting Consulting Customer emotions Government 300

Beyond Philosophy

JULY 26, 2019

Lofty ideas are wonderful inspirations, but when it comes to the nuts and bolts of delivering a Customer Experience, you need a much more practical breakdown of what to do. Talking about psychological theories, research, and studies is a critical part of the process, of course. More specifically, your frontline teams do.

Customer emotions 285

Customer emotions Consulting Consulting Customer Experience 285

Beyond Philosophy

APRIL 19, 2019

In this episode of The Intuitive Customer podcast, our guest Professor Bill Hedgecock from the Carlson School of Management at the University of Minnesota shares his expertise on facial recognition and facial expression analysis technology and its application in Customer Experience programs.

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Ghosh studies AI and its overlap with behavioral economics. Key Takeaways.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

Beyond Philosophy

APRIL 26, 2017

People go to theme parks for emotional reasons, not rational ones. As the owner of a customer experience consultancy, it’s encouraging to see changes like this aimed directly at providing customers with a better experience overall. Tapping into Customer Emotions. Outrageous! Hotels Keep on Charging!

Technology 283

Technology Consulting Consulting Customer emotions 283

Beyond Philosophy

OCTOBER 15, 2020

Moreover, the study of neuroscience and psychology has amassed more knowledge about the best way to apply it to consumers over the last ten years than it has over those disciplines’ entire history. The post Getting Inside the Customer’s Mind appeared first on CX Consulting.

Customer emotions 327

Customer emotions Consulting Consulting Customer Experience 327

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.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

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 Emotional Signature. Hotels Keep on Charging!

Consulting 297

Consulting Consulting Customer emotions Customer Experience 297

Beyond Philosophy

JUNE 17, 2019

When you sheepishly admit that you do not, she studies her sheet of paper for a bit, then consults with another staff member. If you enjoyed this blog, you might also like these: 8 Key Stats to Prove Customer Experience Delivers ROI. Why You Must Create and Sustain a Customer-Centric Culture. Whew, you think.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

SEPTEMBER 6, 2018

is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers. These feelings drive some of our behavior as customers. A recent scientific study confirmed it. Positioning your product to help customers be as competitive as possible is the best way to get them to want your product or service.

Marketing 53

Marketing Transportation Customer emotions Consulting 53

Beyond Philosophy

SEPTEMBER 4, 2015

The same can be true for Customers. This is called choice architecture, which psychologists have studied for decades. One must communicate with their Customers using different decision-framing techniques to help promote the habits and behavior they want. How Customers Make Decisions. Changing Customer’s Habits.

Customer Experience 337

Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

SEPTEMBER 10, 2020

Moreover, resolving your conflict by changing either your thoughts or actions is a bit dull to study. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. However, this type of resolution is less common than it probably should be.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

FEBRUARY 1, 2016

Getting Customers to Respond. How does this help you nudge customers toward the behavior you want? Let’s look at customer interactions. Halpern cited a study of applicants at a job center. If you enjoyed this post, you might be interested in the following blogs: Customer Emotions are Predictable.

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

DECEMBER 25, 2017

Case Study: Enhance Your CX With This Technology. Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone. Who Wins—Brand or Customer Experienc e? An example is the tempo of music played at the grocery store. Sign up here.

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. According to studies, it has now become the ’70/20/10 rule’, where 10% of Internet users are posting, and 20% are commenting.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JUNE 1, 2015

Through partnership, Sainsbury’s offers customers a broader and deeper value proposition; and Nectar also generates data from coalition partners which it uses to better target promotions to customers. Solve Customer and Industry Pain Points. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JUNE 20, 2015

A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

B2C 257

B2C B2B Metrics Entertainment 257

Beyond Philosophy

JUNE 11, 2015

In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. This trend works well for building more strategic, bonded relationships with customers.

Gamification 265

Gamification Big data Personalization Feedback 265

Beyond Philosophy

NOVEMBER 8, 2017

Their conclusion: “On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.”. It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In An unhappy customer will switch.

Consulting 150

Consulting Consulting B2B Metrics 150

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

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences.

Customer emotions 150

Customer emotions Government Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences.

Customer emotions 150

Customer emotions Government Consulting Consulting 150