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 18, 2017

The sign also says that the hotel doesn’t understand what a Customer Experience is. In our global Customer Experience consultancy, we define a Customer Experience as the following: A Customer Experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind.

Consulting 340

Consulting Consulting Customer emotions Customer Experience 340

Beyond Philosophy

JANUARY 26, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

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

DECEMBER 23, 2014

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. So, What Do We Mean by Authentic Emotion Measurement?

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. It is vital to ensure the people interacting with customers must have what they need to do their job. The new study shows that improving the employee experience for call center employees is up to the champions of Customer Experience.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

NOVEMBER 15, 2017

The fact is any change in CX must address the customer centricity of the organization to affect change. In our global Customer Experience Consultancy, we train our clients to assess how Customer-centric they are. Transactional believe that the customer is important, just not as important as the organization is.

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

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

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.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

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

SEPTEMBER 25, 2017

The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience. The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. Unbelievable!

Big data 284

Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

AUGUST 31, 2016

To learn more about these fascinating and compelling concepts for business, please register for our latest book and FREE book launch webinar: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

SEPTEMBER 27, 2017

It would build goodwill by adjusting its billing practices to alleviate customers’ financial stress, instead of maximizing its own profits by forcing customers to apply for rebates on a case by case basis. In short, it would be attuned to its customers’ emotional reactions. Why are Telecoms So Bad at Customer Experience?

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

Beyond Philosophy

OCTOBER 24, 2014

If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction ” on Thursday, October 30th, 2014. I couldn’t agree more.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JUNE 4, 2015

Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Those who resist it are going to have a difficult time.”. What would you add to the list?

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

JANUARY 15, 2021

Most of those experiences have been designed without thought to customer emotions and behavioral science and how you can nudge people along. To find out more about this fascinating subject and how to revolutionize your CX join Julia Lee and I on a webinar sponsored by Airkit on January 21st. Register here.

Airlines 248

Airlines Government Customer emotions Marketing 248

COPC

APRIL 1, 2024

In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88