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.

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Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. 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.

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Beyond Philosophy

OCTOBER 3, 2016

Let me give you an example. This example is a conventional heuristic called the availability heuristic. This mental short-cut is in play when you recall several examples from your memory that aid in a decision. In this type, you compare traits of someone you see to a personal archetype. So you decide to fly instead.

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Beyond Philosophy

MAY 7, 2021

Using our fictional restaurant as an example, here are 11 practical, Zero-Cost tips. When you cannot engage expensive consultants or re-imagined experiences for your business, it is essential to determine if the decisions you want to influence can be affected by regular business expenses that you have. Another example is Netflix.

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ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience. Theres power in personalization.

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Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. 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.

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Beyond Philosophy

SEPTEMBER 26, 2016

It can also be called a trigger, e.g., the person has just heard troubling news. The routine is the habitual behavior, e.g., the person begins chewing on his or her fingernails and cuticles. As Customer Experience Consultants, we see organizations trying to change customers’ habits all the time. A ROUTINE begins.

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Beyond Philosophy

MAY 14, 2020

For example, if you tell your kids to clean their rooms, you don’t want them to look at you and go, “That’s a great idea, Dad.” So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. You want them to go in and clean their room.

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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.

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Beyond Philosophy

NOVEMBER 29, 2018

We spoke with Amit Sharma, CEO of Narvar and consultant to brands like Apple, Levi’s and Walmart, about how to keep up the emotional engagement with your customers even when interacting through technology. For example, Patagonia is excellent at authenticity. You know that personal connections between people happen with emotions.

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Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

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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. . When I finally got through, the person at the other end greeted me with a cheery, “Oh, hello there, how are you?”. So, in that example, what was happening? (I Familiarity is another.

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Beyond Philosophy

SEPTEMBER 4, 2017

Except that this is Walmart, a place where personal interactions fail so miserably that anything that gets you out of the store is bound to be an improvement! Consider, for example, the in-store pickup system the kiosks are replacing. Technology simply can’t replace the human touch. Low Prices, Terrible CX. Are These Next?

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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. . If you defected and the other person chose to cooperate, then you ended up with an excellent payoff for yourself, and the other guy won nothing. . This example is a gain-loss framing.

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Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. The idea behind long-form advertising is if the person is willing to engage with a long-form ad, then it is evidence that they are into it, which leads to more investment. . Escalating Commitment into a Sale.

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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. Also, people remember unique experiences, as well as those that are personally relevant, meaning those with brands with which we identify (in my case, Apple).

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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.

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Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. Let’s take my marriage as an example. Outdoor retailer REI, for example, closes its stores on Black Friday, urging its customers to go do something outside instead. We find out where we disagree and what we are doing that is annoying to the other person.

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Beyond Philosophy

OCTOBER 17, 2016

In our Customer Experience Consultancy, Beyond Philosophy , we emphasize teaching customer-facing employees to recognize people’s emotions and manage them to a better emotional outcome. 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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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. Think about the people you have relationships with in your personal life (your spouse, your kids, your relatives, your close friends). Shared values.

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Journey mapping Advertising Consulting Consulting 320

AWS Machine Learning

SEPTEMBER 18, 2024

Personalization has become a cornerstone of delivering tangible benefits to businesses and their customers. We present our solution through a fictional consulting company, OneCompany Consulting, using automatically generated personalized website content for accelerating business client onboarding for their consultancy service.

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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.

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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

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.

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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. In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company.

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Beyond Philosophy

JULY 9, 2020

A Golden Question is a sort where the answer reveals the “type” of person the respondent is. For example, Full Metal Jacket and Nervous Face Mask Wearer segments are scared. 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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Beyond Philosophy

JANUARY 23, 2019

For example, if you are staying in a hotel in a certain city and a friend of yours has stayed there also, and they say, “It’s like the Four Seasons Resort,” you now have a pretty high reference point. Professor Hamilton’s favorite example is choosing a political candidate in a tight race. 4: Replacement.

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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.

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Beyond Philosophy

OCTOBER 9, 2017

For example: They present a consolidated view of my activity with the company. For example: The customer trusts the organization to communicate to him. For example: It can result in an attitude toward the brand, for good or ill. An example of SEM in action is the 800 number you provide customers.

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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?

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Beyond Philosophy

OCTOBER 4, 2018

For example. I am a morning person. For example, people on diets rarely go for the ice cream first thing in the morning. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. It is later in the day.

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Beyond Philosophy

MARCH 19, 2019

Some of those stories are in person; some are online, and others related in 280 characters or less. Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. For example, Bell’s wife traded in her old car and bought a new one. What Do We Mean by Innovative Service?

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Beyond Philosophy

NOVEMBER 13, 2017

Burton conducted an experiment where he showed people pairs of faces and asked them whether the two faces were the same person. As a global customer experience consultancy we have recognized for a long time that customers’ overall experience with a company or brand is driven primarily by emotional and subconscious factors.

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Beyond Philosophy

JANUARY 23, 2017

Each passenger will receive a personalized token that can be worn around your neck, on your wrist or carried in your pocket. The sensors interact with 4000 high res screens throughout the ship to provide personalized recommendations. So, for example, if you took a Zumba class yesterday, you might like yoga today.

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AWS Machine Learning

FEBRUARY 21, 2025

This serves as an example of how generative AI can streamline operations that involve diverse data types and formats. Use case and dataset For our example use case, we examine a patient intake process at a healthcare institution. The example document can be downloaded from the following GitHub repo.

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Beyond Philosophy

APRIL 16, 2021

For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. For example, does the person want to reduce headcount overall? So, I went to the first to lay the groundwork with the senior person who would be more willing to consider my suggestions.

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Beyond Philosophy

MARCH 31, 2020

The above examples just show how late some organizations are with embracing the digital channels and allowing self-service as well as being flexible in difficult times, which brings us to the bigger point…. Digital On-Demand and Personalization. appeared first on Customer Experience Consulting.

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