Beyond Philosophy

FEBRUARY 3, 2020

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Marketing 327

Marketing Consulting Consulting Customer Experience 327

Beyond Philosophy

OCTOBER 4, 2019

Some people confuse marketing and advertising. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is also where you begin to set customers’ expectations for your Customer Experience.

Marketing 62

Marketing Advertising Education Consulting 62

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

NOVEMBER 29, 2018

However, the experiences are entirely different and have different Customer Experiences. Moreover, I have different expectations from these experiences. We discussed the digital transformation and its effect on Customer Experience in our recent podcast. I suspect many of you do, too.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Joe Pine is the author of the book that started it all, The Experience Economy. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Marketing is about the brand promise.

Customer Service 180

Customer Service Entertainment Consulting Consulting 180

Beyond Philosophy

AUGUST 30, 2019

The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. Marketing, Sales, Customer service, Finance, IT, etc.

Customer Experience 351

Customer Experience Finance Consulting Consulting 351

Beyond Philosophy

MARCH 18, 2020

This episode of the Intuitive Customer explores the Availability Heuristic and how it can help your brand promote customer-driven growth. The post Are You Using This Valuable Marketing Tool For Growth? appeared first on Customer Experience Consulting.

Marketing 284

Marketing Consulting Consulting Customer Experience 284

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, soccer fans did not approve of this plan. They protested in the streets.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Customer experience is an essential part of marketing these days.

Marketing 200

Marketing Customer Experience Customer centricity Advertising 200

Beyond Philosophy

MAY 31, 2019

So, what does that mean for your Customer Experience? Communicating these things is paramount for your Customer Experience. . Covering uncertainty is a significant area for Customer Experience. When dealing with a customer complaint, it could be detailing the next steps for the process.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

Beyond Philosophy

JANUARY 10, 2019

The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. So, what does all this have to do with your Customer Experience?

Accountability 317

Accountability Customer Experience Entertainment Benchmark 317

ShepHyken

JUNE 21, 2019

Their customers aren’t cash-strapped market segments. Their customers are your customers. And amongst that shared audience, their customer experience becomes the expectation set on your brand. Accenture calls these new, slippery customer expectations liquid expectations. They’re you and me.

Chatbots 311

Chatbots Customer Experience Scripts outsourcing 311

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.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

ShepHyken

SEPTEMBER 17, 2021

He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace. And 54% in another study said the customer experience at most companies needs improvement. .

Customer Experience 284

Customer Experience Consulting Consulting Customer Care 284

Beyond Philosophy

AUGUST 14, 2019

I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. You want your experience to be friction-less or easy.

Customer Experience 331

Customer Experience Benchmark Education Consulting 331

Beyond Philosophy

FEBRUARY 14, 2020

This is the first of a two-part interview with Messina about his concept of Conversational Commerce and how it will affect the future of Customer Experiences on social media and the relationships that develop there. The post A Glimpse To The New Trends In Humanizing Technology appeared first on Customer Experience Consulting.

Technology 488

Technology Consulting Consulting Accountability 488

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. The global eCommerce market size was valued at 9.09 What’s customer experience? trillion dollars in 2019.

Customer Experience 251

Customer Experience SaaS Sales Marketing 251

Beyond Philosophy

OCTOBER 29, 2022

Fear is also a powerful tool for marketers to get customers or potential customers to care about something. That’s one of the reasons that marketers find themselves using it; fear can get people to care. Political ads are big fans of this type of marketing. Key Ideas to Improve your Customer Experience.

Marketing 221

Marketing Consulting Consulting Surveys 221

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Consulting 430

Consulting Consulting Telecommunications Entertainment 430

Beyond Philosophy

JUNE 11, 2021

I couldn’t help but think what a great example this experience was for using Loss Aversion to get customers to do what you want. We discussed using the effects of Loss Aversion in your marketing as part of our new podcast series of the Ten Most Effective Ways to Influence Your Customers’ Behavior.

Marketing 307

Marketing Advertising Healthcare Banking 307

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. I’m not in the market for a moped right now, so I am not willing to accept the value you are offering. But companies don’t just create value by accident.

Consulting 0

Consulting Consulting Customer emotions Customer Experience 0

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. .

Advertising 391

Advertising Consulting Consulting Customer Experience 391

Beyond Philosophy

FEBRUARY 8, 2020

Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. So, we have a new focus for 2020, helping organizations achieve the growth they want by assisting them in providing the Customer Experience they need to do so. So, how do we get growth?

Consulting 355

Consulting Consulting Marketing Customer Experience 355

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. Ensuring Excellent Experiences with Empathy and Empowerment.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. To download the full report, please click here.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 195

Consulting Consulting Education Customer Experience 195

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

MARCH 2, 2020

Knowing how much a customer is worth over 10 or 20 years helps an organization realize the importance of maintaining these relationships with excellent customer service. . Word-of-mouth marketing might make it easier (or harder) for you to acquire different customers than without it. The HBR article is thought-provoking.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 387

Customer Service Chatbots B2C Consulting 387

Beyond Philosophy

SEPTEMBER 19, 2017

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. The question is this: How much do you embrace customer irrationality? When you go to the market, do you ever buy items that you didn’t plan to buy or that weren’t on your list?

Consulting 194

Consulting Consulting Customer Experience Marketing 194

Beyond Philosophy

OCTOBER 8, 2020

I’ve never been involved in a Customer Experience improvement program that has not ended up saving costs. When you are providing a poor experience, there are two forms of expenses. First, there is usually a lot of operational overlap that causes poor experience and increases your costs. Rule #3: Strive for balance.

Consulting 434

Consulting Consulting Call Center Advertising 434

Beyond Philosophy

SEPTEMBER 11, 2017

See, what often happens, especially in an age where we have a multitude of different communication methods available to us, is that we tend to overcomplicate our customers’ experience by trying to do too much. Email marketing is good? 1 – Understand your customer. New Research Reveals Lack Of Customer Understanding.

Advertising 384

Advertising Consulting Consulting Government 384

Beyond Philosophy

OCTOBER 3, 2016

In the book I have just written with Professor Ryan Hamilton of Emory University called The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we discuss how important easy is to customers’ behavior. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 12, 2016

Professor Ryan Hamilton of Emory University and I wrote a book about this concept called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we explain how this irrationality inherent to the human condition manifests itself in our daily lives. What Do Your Customers REALLY Want?

Consulting 0

Consulting Consulting Customer Experience Personalization 0

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. That’s marketing. Nothing wrong with that.

Customer Service 394

Customer Service Consulting Consulting Surveys 394