Beyond Philosophy

OCTOBER 8, 2020

For example, the knee-jerk reaction was to adjust our headcount (salaries) to reduce our costs. For example, I was running a workshop for a client in the mobile communications market. This story is an example of unintended consequences. Instead, I would advise taking a lateral look. Second, there is a lost opportunity cost.

Consulting 434

Consulting Consulting Call Center Advertising 434

Beyond Philosophy

FEBRUARY 10, 2020

Examples could be Apple moving from equipment and into entertainment, or Dyson moving from vacuums into fans. An example I use many times in my presentations is our work with Maersk Line. For example, we did work with Memorial Herman Hospital System in Houston many years ago that wanted to improve their patient experience.

Consulting 430

Consulting Consulting Telecommunications Entertainment 430

Beyond Philosophy

FEBRUARY 27, 2020

For example, if I were to offer you the choice between giving you $100 now, or you could wait a week, and I would give you $100 then. For example, you have likely heard the term, “A bird in the hand is worth two in the bush.” Gambling is another example of how we participate in Hyperbolic Discounting. We have an immediacy bias.

Consulting 468

Consulting Consulting Education Sales 468

ShepHyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. for example, if you own a software business, send a quick introductory video that addresses them by name and offers helpful tips and info they may need. For example, you can send them a $10 e-gift card for products on your website, no strings attached.

Consulting 360

Consulting Consulting Enterprise B2B 360

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. He shares his expertise and examples of how organizations can use both sound and smell to deliver the experience that evokes the proper emotions that can lead to customer-driven growth. For example, many casinos allow smoking at their tables.

Transportation 369

Transportation Consulting Consulting Call Center 369

ShepHyken

APRIL 6, 2021

Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. For example, you’ll buy a soda because you’re thirsty. Jeff Toister is a n author, consultant, and trainer who helps companies develop customer-focused cultures. An Amazing Customer Experience, Guaranteed . Top Takeaways: .

Advertising 388

Advertising Consulting Consulting Customer Experience 388

Beyond Philosophy

MARCH 2, 2020

Some examples could be when there is a high barrier to entry for the competition, fewer options for providers, or contractual relationships established between providers and customers. In our business growth consultancy, we were working with a water utility to improve their customer experience.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

MARCH 10, 2020

I have an excellent example of how FAEs hurt some of my past work colleagues’ bottom line. In our business growth consultancy, we worked with a health insurer’s call center and listened in on some calls. In another example, we worked with a mobile phone company in the Lost and Stolen Department’s call center.

Consulting 448

Consulting Consulting Call Center Personalization 448

ShepHyken

MARCH 3, 2025

My Comment: We kick off this weeks Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!

Customer Service 205

Customer Service Customer advocacy Healthcare Consulting 205

Beyond Philosophy

MAY 2, 2020

In many ways, I see cable companies as the perfect example of what not to do with your Customer Experience. The post What You Should Learn From This Poor Practice appeared first on CX Consulting. That’s right, providers is plural.

Consulting 355

Consulting Consulting Customer Experience 355

AWS Machine Learning

DECEMBER 23, 2024

For example, when a user needs to provide their account number or confirmation code, speech recognition accuracy becomes crucial. In the example conversations, the IVR requests the booking reference from the customer. For ContactFlowName , enter a name for your Amazon Connect contact flow (for example, lex-check-booking-sample-flow ).

Virtual Agent 118

Virtual Agent Consulting Consulting Accountability 118

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. For example, I enjoy fishing and have ten fishing rods. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. That’s why they are such a great example of what NOT to do with yours.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

JUNE 4, 2020

For example, a tiny change in wording can lead to a significant difference in behavior. A classic example would be the train service. Another example, Sutherland says, is Heathrow Pod Parking at terminal 5. An example could be using Zoom for long-distance meetings. You get butterfly effects in psychology a lot.

Consulting 390

Consulting Consulting Advertising Analytics 390

Beyond Philosophy

JULY 13, 2021

This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience. For example, the trampoline retailer could say they don’t do installations but then present five installer options. For example, I stayed at a hotel that offered a shuttle service from the airport.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

APRIL 23, 2021

My car example shows you how the two systems work together or against each other to make decisions. Another example of appealing to the two systems is the COVID Vaccine rollout. Another example is the sheet music site I use to get guitar music. The Rational System won. Or, at least it has so far!

Government 435

Government Consulting Consulting Customer Experience 435

Beyond Philosophy

JULY 16, 2020

For example, driving to Disney World in Orlando takes longer to get there than to get back. For example, the Return Trip Effect is memory-based. For example, right after you come back from vacation or watch the movie, your memory is still shifting. Chen and her colleagues decided to show this effect and determine what causes it.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

DECEMBER 6, 2019

We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast. For example, often, the call center environment has a measure called “Average Call-Handling Time.” In our Global Customer Experience Consultancy, we were doing some work with an airline.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

FEBRUARY 10, 2022

For example, a recent report by t he American Customer Satisfaction Index (ACSI) showed that only 30 percent of the businesses the ASCI tracked improved their Customer Satisfaction scores over the past ten years. For example, North Star Metrics should matter the most, and others would fall under that. Subscribe today right here.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

APRIL 23, 2020

So, in the Cornell University example, the students who “own” a mug feel that giving it up is painful. For example, free trials contribute to the Endowment Effect. An excellent example of this in action is the Sirius Satellite radio free trials in a new car. The Endowment Effect happens in many experiences.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. In our Customer Experience Strategy consulting, we do research called the Emotional Signature ® , which identifies the things customers don’t say they want but drive a great deal of value. Sources: Chemi, Eric.

Consulting 379

Consulting Consulting Education Benchmark 379

Beyond Philosophy

JANUARY 19, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. This situation is an example of Confirmation Bias, a psychological concept that is deeply rooted in all of us.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

FEBRUARY 6, 2020

Golden Shot, a game show from long ago that aired in the UK is an example of a game that was once an experiment but then turned into a game show. . This situation, where the name of the game influences people’s behavior, is an example of Framing Effects. This example is a gain-loss framing.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

AUGUST 21, 2020

For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs. It’s just another example of how small things can affect customers and their feedback.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

FEBRUARY 17, 2020

For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. For example, when you call into Apple on the customer service line, a quasi-Siri will answer. For example, marketers should evaluate the communication and determine their motivation for involvement.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

JULY 2, 2020

For example, the time to change customer habits is when there’s been some form of significant change in the usual for the customer, like the birth of a child, being on vacation, or some other type of change catalyst. For example, Sweden didn’t “lockdown,” but the UK did. To learn more, please click here.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

APRIL 9, 2020

The grocery bag example adds a few pennies here or deducting a few pennies there, and leads people to conclude what other people are doing. Lieberman’s research gives us an excellent example of multiple Behavioral Economic theories of layering on top of each other, and all moving in the same direction.

Consulting 435

Consulting Consulting Finance Accountability 435

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Forrester, a research and consulting firm, refers to four types of Value Drivers in a recent report from September. For example, I felt silly with the credit card on my head.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

JANUARY 29, 2021

” Another example of what NOT to do when trying to improve Customer Experience is adding a Customer Experience department because everyone else is. For example, consider the law of gravity. For example, you apply boundaries during Customer Segmentation. Customer Experience doesn’t work.”

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

NOVEMBER 11, 2021

For example, when I hear, “We’re experiencing an unexpectedly high volume of calls at the moment, but your call is very important to us,” I feel frustrated. ” What you are reading thus far is an example of a complaint. I have a recent example that shows you what I mean. Empower your people.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

JUNE 13, 2019

In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. For example, we ask questions like: What’s the experience that you’re trying to deliver to your employees? What emotions are you trying to evoke in your employees?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

JUNE 25, 2020

For example, your mind has nodes associated with how you felt about things. For example, if you think about a specific memory as a node, then there are also links connecting that node to other nodes. The post 5 Surprising Rules to Live By When Managing Customer Memories appeared first on CX Consulting.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

DECEMBER 20, 2019

From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . So, in that example, what was happening? (I So, in my example, I felt a strong emotion, anger. I have an example I use to explain how to know how a person feels.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Beyond Philosophy

AUGUST 27, 2022

23:48 Moneyball, either the book or the movie, gives us a good example on how to build upon the instinctive decisions we favor and coupling that with rational processes to ensure it isn’t wrong. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Consulting 354

Consulting Consulting Surveys Customer Experience 354

Beyond Philosophy

JANUARY 23, 2020

For example, Disney wanted to improve the food offerings in the park, so they asked their guests what food options they would like to see. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The guests told Disney a salad would be nice.

Consulting 444

Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

SEPTEMBER 3, 2020

For example, this past summer, I promised a client that we would have a proposal ready for them by the end of the week. For example, when choosing a specialist doctor to perform surgery, we often have NO idea if they are skilled surgeons. The post 5 New Rules Guaranteed to Build Trust appeared first on CX Consulting.

Banking 390

Banking Consulting Consulting Accountability 390

Beyond Philosophy

AUGUST 20, 2020

For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs. When using it, people have increased challenges in generating content.

Transportation 870

Transportation Surveys Consulting Consulting 870