Beyond Philosophy

OCTOBER 1, 2020

For example, have you ever bought a variety of snack packs of chips only to realize that everyone wants the same kind? For example, when I go on Amazon and put in a search, I rarely go to the second page. We know that many organizations have customer journey maps prepared, which is excellent for showing you a process.

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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.

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Beyond Philosophy

OCTOBER 5, 2017

For example, banks provide customers pens—on chains. To be deliberate about the emotional CX, you should create a moment to moment map of your experience or what we call Behavioral Journey Mapping. Once you accept that, you can pick the specific emotions you want customers to feel during your experience.

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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

FEBRUARY 15, 2016

We did a journey map last year and took care of all of these concerns.”. While I have no doubt that the journey map did an excellent job of identifying many elements of your experience that touch on these areas, I have much doubt that if you only did a journey map that you “took care of all of these concerns.”

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ShepHyken

AUGUST 23, 2022

Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. When you look at typical journey maps, they follow the Customer Infinity Loop. For example, “Joy” is the core of the BMW branding. Shared values.

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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. Redesign your Journey Maps.

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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. One of our listeners in Finland is in a pickle.

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Beyond Philosophy

OCTOBER 6, 2014

Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. For example, you might have excellent people that are Enlightened, but a Customer Strategy that is Naïve., Here is the issue.

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Beyond Philosophy

MARCH 26, 2021

For example, when someone hugs us, we feel cared for, so the B2B organization thinks that means we want them to embrace their customers. For example, in the B2B setting, it could be as simple as acknowledging how busy your customer might be and making something simple for them to accommodate their lack of time. I love journey mapping.

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Beyond Philosophy

JANUARY 29, 2021

They say, “what you need is journey mapping. ” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. For example, consider the law of gravity. For example, you apply boundaries during Customer Segmentation.

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Beyond Philosophy

FEBRUARY 20, 2017

To illustrate this, Kahneman gives us the example of betting on a coin toss. Here’s another example. Publix, for example, might have posted signs saying they’ve made some changes to ensure that you don’t have to wait in long deli lines anymore. We don’t like losing – even more than we enjoy gaining a similar amount.

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Beyond Philosophy

FEBRUARY 6, 2019

For example, I was talking to people that were newly appointed Customer Experience representatives for their companies. As Customer Experience consultants, we see this all the time. However, fixing problems is an example of small stuff. The 75 percent that Thompson describes makes sense to me. You should fix your problems.

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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. But what does the “right” scent look or smell like?

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Real Blue Sky

MAY 31, 2023

Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. With a detailed customer journey map, we can optimize customer interactions, boost customer retention, and increase revenue. Well, customer journey mapping might be a game-changing tool for your business.

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Beyond Philosophy

JULY 16, 2019

For example, the city of Sarasota could have stepped up fines, although, I’m reasonably sure this would not have been effective for the homeless. In my example, it’s an armrest down the middle of the bench. With the organ donation example, it is beneficial for society for people to donate organs. In the U.S.,

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Beyond Philosophy

JANUARY 11, 2017

For example, I’ve written about reports that Payless Car Rental imposes draconian refueling policies and charges customers for insurance that they declined. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Latest Updates on Tipping.

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Beyond Philosophy

MARCH 13, 2021

Therefore, it is essential that you are deliberate about which specific emotion you evoke (for example, we want more good than ill). 15:52 Colin shares thoughts about why traditional Journey Mapping falls short for many organizations. ” In this episode we share the five rules for Making Customers Feel Cared For and Valued.

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Beyond Philosophy

OCTOBER 11, 2019

For example, if somebody puts a product into a box and doesn’t put enough packing into it and it arrives damaged, or it arrives to the wrong address, then, quite frankly, that’s as big a deal for us as if we just never answered the call when the customer was contacting us,” he says. All the change has presented new challenges.

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Beyond Philosophy

NOVEMBER 15, 2017

A company that creates a CX Team and undertakes customer research, journey mapping, and everything involved with improving CX without addressing their customer-centricity will fail because they tackle only the symptom, not the cause. The fact is any change in CX must address the customer centricity of the organization to affect change.

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Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

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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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Beyond Philosophy

DECEMBER 10, 2015

Kahneman shares an example in his talk about a man who told Kahneman he listened to a recording of a symphony that had a terrible screeching sound near the end. We use our Behavioral Journey Mapping tool to find this moment. But here’s the thing about the story the remembering self tells: it’s not the whole story.

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Beyond Philosophy

FEBRUARY 1, 2016

For example, at a restaurant the other night, a waitress came to my table and said, “Can I start you off with a glass of wine or an appetizer?” We use a tool called Behavioral Journey Mapping. Another of Halpern’s examples shows how a nudge can help with collections and payment issues. Can You Nudge People to Pay?

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Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

SEPTEMBER 25, 2017

The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. And linking data points throughout a journey is a step in the right direction. But I have a big problem with Big Data. Unbelievable! Does Car Buying HAVE to be SO Bad?

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GetFeedback

JANUARY 12, 2020

Another example of requests that shouldn’t be immediately fixed is the major changes that take time to assess and, if approved, implement. Rental car giant Avis, for example, uses a monthly “CX council” meeting to review bigger issues that require system changes, policy updates, etc. Customer touchpoints vs. journeys.

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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. It seems to me that the recycling research offers some important insights when we consider a customer’s journey.

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TeleDirect

APRIL 7, 2021

Have you ever considered your own company’s journey from the very beginning to the present day? Part of that journey includes your own customers – and figuring out their customer journey map goes a long way to ensure they’re happy and satisfied with your products and services. What is a Customer Journey Map?

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ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Leadership wants to see the numbers before they make an investment.

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Beyond Philosophy

MARCH 1, 2017

After helping hundreds of clients assess their customer experience through tools such as customer mirrors and behavioral journey mapping , I know that emotions drive over half of a customer’s experience. Price, for example. Customers are not rational at all! None of us are, not even business executives.

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ShepHyken

JANUARY 3, 2017

The real crux of service design is for a business to think, reimagine and engineer the customer experience – from start to finish.Stewart states that every part of a service should be designed to create a set of expectations, and then deliver on them in a way that maps to your strategy. What questions will this episode answer?

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GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. B2B journey mapping is more complex.

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Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer. Can you give me another example of how you’re using technology to improve the service you’re offering?

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ShepHyken

JANUARY 18, 2022

Process: Have a living playbook and a CX journey map. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources. Your team should know where they can find consistent and up-to-date answers.

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Beyond Philosophy

OCTOBER 22, 2020

For example, some researchers did a study in a wine store. This fishing net example helps us understand what Priming does. . For example, if I make it cold, you’re consciously aware that it’s cold. For example, cable companies do not prime you properly. ” -Oscar Wilde. What a surprise!)

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Beyond Philosophy

DECEMBER 20, 2018

The typing experiment described is an example. Another example is walking. In our global Customer Experience consultancy, we believe it is fundamental that you know where your customers are in their thinking when they are interacting with you. The Intuitive System and the Rational System. We also see it in babies.

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Beyond Philosophy

APRIL 2, 2022

The expectations are rational, emotional, and sensory, and are an essential companion for customers as they walk your customer journey, making them essential for your Journey Map. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

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ShepHyken

JULY 13, 2018

For example, HP Instant Ink allows their customers to select an ink subscription where new cartridges will be sent on a pre-determined basis. Yes, customer journey mapping is important, but a customized experience versus a cookie cutter approach tends to resonate more with customers.

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