Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. 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. It’s time to put up or shut up.

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Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

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Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop.

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Journey mapping Consulting Consulting Personalization 195

Beyond Philosophy

SEPTEMBER 26, 2020

This episode of The Intuitive Customer explores this concept and what you can do about it for your customer experience. Mapping out customer behavior can help you identify Naïve Diversification Bias when it occurs. However, it does not show customer behavior. appeared first on CX Consulting.

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Journey mapping Consulting Consulting Customer Experience 397

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” The 5 Rules for Measuring and Managing Customer Emotions. Measure the specific emotions across the customer journey. Why do we do customer journey maps?

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Customer emotions Journey mapping Management Customer advocacy 435

Beyond Philosophy

DECEMBER 10, 2015

You could have a great experience with a product or service, but if something unpleasant or disappointing happens at the end of that experience, that unpleasantness is the part that you remember. It can be the screech that ruins your Customer Experience. This rehearsal should be designed into your Customer experience.

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Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator. Customers have emotions and your experience produces them.

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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

FEBRUARY 15, 2016

Appealing to the innate need to avoid pain has enormous implications for the remainder of your Customer Experience as well. Your customers want no pain in their experience with your product or service. When you design your Customer experience, you need it to appeal to these instinctual avoidances of pain.

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Beyond Philosophy

MARCH 15, 2016

Evolved organizations set the dial on purpose , ( https://beyondphilosophy.com/is-your-customer-experience-accidental/ ) constantly adjusting it to achieve the highest positive customer emotions that are practical to deliver (consistently). Which dial will “move the CX needle” the most?

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Customer Experience Journey mapping Customer Care Customer emotions 271

Beyond Philosophy

MARCH 12, 2015

When it comes to the emotional journey during this new and improved process, most organizations cross their fingers and hope for the best. It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact.

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Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

OCTOBER 1, 2020

Finally, understanding how these feelings of dissatisfaction affect customer behavior is essential. We know that many organizations have customer journey maps prepared, which is excellent for showing you a process. However, it does not show you customer behavior. appeared first on CX Consulting.

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Journey mapping Consulting Consulting Customer Experience 447

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer.

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Real estate Customer Experience Journey mapping Employee engagement 257

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

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Journey mapping Customer Experience Best practices B2B 96

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. But it isn’t.

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Journey mapping Customer centricity Consulting Consulting 243

Beyond Philosophy

APRIL 23, 2020

When we do journey mapping in our business-growth consultancy to redesign an experience, many people at the organization are involved. We have a brown piece of paper for each of the stages of the customer journey as part of the map. So, What Does This Mean To Your Customer-Driven Growth?

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Journey mapping Consulting Consulting Marketing 449

ShepHyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares how emotions and customer relationships affect buying decisions. Shared values.

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Journey mapping Advertising Consulting Consulting 314

Beyond Philosophy

JUNE 13, 2020

Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. To that end, here are the five rules to bear in mind when managing customer decision-making: Embrace the fact that customers don’t always make rational choices.

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NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

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Journey mapping Customer Experience Interactive Voice Response Contact Center 104

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Customer Experience 3 is the third in a series of books that are a collection of the best and most innovative ideas of customer experience professionals from around the globe.

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CCNG Customer Experience Journey mapping Consulting 195

Beyond Philosophy

JULY 25, 2016

Subconscious factors like smell are important considerations when we conduct customer mirrors and behavioral journey mapping. When our consultants visit our clients’ locations as though they were a customer, smell is often one of the first things they notice. How to Attract Customers. It is intentional.

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Journey mapping Consulting Consulting Customer Experience 302

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

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Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

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Journey mapping B2B Customer emotions Personalization 300

ShepHyken

NOVEMBER 2, 2021

Customer Experience Is Science. Creating Proactive Customer Experiences. They discuss how companies can use customer science to provide positive and memorable customer experiences. Customer science is the fusion between technology, data, and behavioral science. Does AI improve customer service?

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Journey mapping Consulting Consulting Customer Experience 191

ShepHyken

OCTOBER 2, 2017

(FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well. My Comment: The term customer-centricity has become very popular over the last few years.

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Journey mapping Customer Service Customer centricity Chatbots 210

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. We enable this understanding through behavioral Journey Mapping , which we have discussed in the past.

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Journey mapping Customer emotions Scripts Consulting 373

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. In this 3-part series, we’ll look at 3 keys to getting it right: focus on the customers’ experience journey, map for actionability, and apply insights everywhere.

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Journey mapping Customer Experience Best practices B2B 77

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us.

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Journey mapping Airlines Customer Experience Customer centricity 96

Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. Where does your experience stop? How is Your Organization Focused?

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Beyond Philosophy

JANUARY 11, 2017

I discuss this in depth in my recent book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , co-authored with Prof. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Journey mapping Consulting Consulting Customer Experience 305

Beyond Philosophy

APRIL 15, 2015

Because the best experiences engage all the senses. Even police can create a better experience–when writing you a ticket no less! As a result, barriers to entry were crushed, competitive pricing bottomed out, and Customer’s decided they would pay more for a better experience. And they filed for bankruptcy in 2012.

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Journey mapping Consulting Consulting Airlines 310

Beyond Philosophy

MARCH 13, 2021

We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill. ” In this episode we share the five rules for Making Customers Feel Cared For and Valued. Key Ideas to Improve your Customer Experience. Measure your results.

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Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

FEBRUARY 20, 2017

And unless you recognize its power, you may make critical mistakes with your customer experience. How This Relates to Your Customer Experience. Most organizations think of customer experience solely in terms of its logical, rational aspects: price, for example, or shipping speed.

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Journey mapping Consulting Consulting Customer Experience 302

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.

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B2C Customer Experience B2B Journey mapping 38

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Extensive consumer research is a worthwhile investment in this regard as it offers insights into how customers’ goals have changed.

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B2B Journey mapping B2C Telecommunications 382

Clarabridge

NOVEMBER 6, 2015

By Koren Stucki, VP of Consulting, Clarabridge. A customer journey map is an important tool for any successful customer experience management program. It illustrates the various stages of the customer journey, and pinpoints customer needs and wants at each stage. DOWNLOAD TEMPLATE.

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Journey mapping Consulting Consulting Customer Experience 80

ShepHyken

OCTOBER 3, 2017

Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience.

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Journey mapping Consulting Consulting Customer Experience 469