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.” Are you too focused on sales revenue? The signs reveal themselves best as answers to questions.

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Beyond Philosophy

SEPTEMBER 30, 2021

Our listener wants help convincing his team that using a free trial will help sales. For example, what if people decide they don’t want to keep the product or service after the free trial? So, yes, offering a free trial could increase sales by activating the Endowment Effect. . The Trial of Returns Matters, Too.

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Beyond Philosophy

MARCH 10, 2020

I have an excellent example of how FAEs hurt some of my past work colleagues’ bottom line. The commission on the sale was considerable. . In our business growth consultancy, we worked with a health insurer’s call center and listened in on some calls. appeared first on Customer Experience Consulting.

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Beyond Philosophy

SEPTEMBER 28, 2016

Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. 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

JULY 25, 2020

You can also see it in business situations, like when a sales manager criticizes a sales representative for missing quota, which may or may not be within the sales representatives’ control. For example, many of us feel the pandemic is an external power that is controlling our lives. Recommended Actions.

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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.

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Beyond Philosophy

JANUARY 23, 2020

This effort might require some sales skills to leadership(i.e., 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. The post Why Your CX Job is Probably on the Line This Year appeared first on Customer Experience Consulting.

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Beyond Philosophy

APRIL 23, 2020

Before you judge her too harshly for her thinking, reflect on any item you sold at a garage sale or Craigslist and the counteroffers you passed on from interested buyers. 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.

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Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. 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.”

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Consulting Consulting Personalization Accountability 419

ShepHyken

NOVEMBER 20, 2020

By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Here are some great examples: Shepard virtual training course. Only by delivering amazing customer service.

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Customer Service Chatbots Education Feedback 382

Beyond Philosophy

NOVEMBER 21, 2017

I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. It has beefed up the number of sales associates, who will be decked in holiday attire. Retailers drop their prices to bring more shoppers into their stores.

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Beyond Philosophy

NOVEMBER 10, 2014

Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. February 2006.

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Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. For example, the incentive for the loyalty program could be a good discount. 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

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. For example, I often hear some version of this: “We really want to “wow’ our customers.” It’s management that typically stands in the way by articulating vague, impossible to achieve goals without consulting the people in the ranks.

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Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

AUGUST 30, 2019

This is one of our key questions we ask organizations when we consult with them. Marketing, Sales, Customer service, Finance, IT, etc. We give you an example of one organization who, by setting the strategy in this way, improved their Net Promoter Score® by 40 points in 30 months that lead to a 10% rise in volumes.

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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

JANUARY 29, 2021

” People read books and watch TED talks that tell us how people changed this one small thing, and sales went up by 50 percent. ” 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.

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Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

MARCH 19, 2020

Customer Experience covers marketing, sales, customer service, and everything else. This is an excellent example of framing because I could say 75 percent of people do think it’s essential to, but I digress…) That was shockingly high. First of all, learn by our example. Reviewing Data is Not Important to 25 % of You.

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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. Sales of the jacket were good. It is instant gratification.

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Beyond Philosophy

FEBRUARY 8, 2018

That is an excellent example of irrational behavior we exhibit in a non-consumer situation, but what about irrational behavior when we are customers? In our global Customer Experience Consultancy, we see irrational behavior by customers all the time. and then justify rationally (“The cookies were on sale, so I bought them!”).

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Construction Consulting Consulting Customer Experience 337

Beyond Philosophy

JUNE 22, 2018

To design your experience to result in more sales of it, ensure that this product or service avoids the extremes. An example might be a premium service you want to sell that ticks all the boxes. The problem is this example product violates the Extremeness Aversion concept. Does this work every time? Of course not.

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Sales Consulting Consulting Customer Experience 360

Beyond Philosophy

MARCH 16, 2016

All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. Now, I realize not all of you Customer Experience professionals have experience in sales. The Role Of CX in a Sales Culture. And to whom are you selling?

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Consulting Consulting Sales Customer Experience 281

Beyond Philosophy

MARCH 31, 2020

So I waited a number of days but as the flight approached it was an exhausting and time-consuming experience, trying different numbers in different sales offices, writing e-mails no one bothered to reply to before I was able to convert my flight into an open-ticket one, for which I received no confirmation.

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Airlines Healthcare Government Self service 499

Beyond Philosophy

SEPTEMBER 15, 2015

For example, Rocks has discovered that brands that have made providing a simpler Customer Experience their priority have performed “especially well” with regards to NPS. If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This…. Quite a lot, it turns out.

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Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

DECEMBER 11, 2017

But as we listen to “Frosty the Snowman” for the third time in a single day, it’s fair to wonder: does all this holiday cheer help retailers make more sales, or help us enjoy shopping more? We’re more apt to like the selection of products and the sales staff. Christmas Tunes – The Good and The Bad. Exploit Your Customer’s Senses!

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Consulting Consulting Sales Customer Experience 378

Beyond Philosophy

NOVEMBER 26, 2018

In our customer experience consultancy I see many companies that mistakenly think that more choices make customers happier. Jam Jars and Sales. However, the smaller display led to more sales. These are exactly the sort of negative emotions that lead to poor sales and a poor customer experience.

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Consulting Consulting Customer centricity Sales 274

Beyond Philosophy

OCTOBER 28, 2014

Let me give you an example. Another example might be an automated call response system that greets incoming calls. Three Examples Where Systems Need to Be Customer-Focused Systems can clearly make or break your Customer Experience. You wait because you are “service” call, and all the agents are busy with “sales” calls.

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Beyond Philosophy

AUGUST 12, 2020

As you can see by our earlier example, that was at least three steps into the actual experience a customer would describe. . For example, the McDonald’s customer (or their kid) was hungry, so they decided to get McDonald’s. . The post The 5 Rules of Behavioral Journey Mapping appeared first on CX Consulting.

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Journey mapping Consulting Consulting Marketing 468

ShepHyken

OCTOBER 22, 2018

Facebook Chatbots are the Next Big Thing in Marketing (+5 Chatbot Examples) by Devin Pickell. (G2 G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon.

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Beyond Philosophy

NOVEMBER 19, 2014

Furthermore, they will donate all the proceeds from the sales of these commemorative chocolate bars to The Royal British Legion, a charity in Britain that addressed the social and emotional necessities of current and past members of the British Armed Forces and their families. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

SEPTEMBER 13, 2019

An example of an individual heuristic might be how you choose where you eat lunch, e.g., a place that I can walk to from my office. Another example is how you buy toothpaste, e.g., “find the one in the red package.” For example, you’ve got expectations about how a male model looks. Our Heuristics. The Linda Problem.

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Banking Consulting Consulting Advertising 325

Beyond Philosophy

SEPTEMBER 25, 2021

Psychologists call this Loss Aversion, and it is the overall concept that explains why your free trial might help increase your sales. In this episode, we answer a question from one of our listeners, Mohammed, who wanted to know how to convince his team to implement a free trial to increase sales. appeared first on CX Consulting.

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Sales Consulting Consulting Surveys 150

Beyond Philosophy

NOVEMBER 22, 2017

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. The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. How do we make it work? Disagreements.

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Beyond Philosophy

OCTOBER 5, 2023

For example, England does something that might be helpful here. Our sales tax is called the VAT, which stands for Value Added Tax. For example, I took my grandkid to the movies and bought the tickets online. For example, I was at the airport and bought some bottled water. The same thing happened.

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Airlines Consulting Consulting Education 379

Beyond Philosophy

SEPTEMBER 11, 2019

For example, a wine shop that played French music in the background reported that their sales of French wine went up by a ratio of 5 to 1. For example, when buying my power supply, I ignored all the specifications and talking points which I found overwhelming and bought solely on how long the power supply would last.

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Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Are You Competition Obsessed? The post Unbelievable!

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Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

APRIL 18, 2016

When you consider how biases shape our behavior, it’s easy to see they can change the way we respond to certain stimuli, like, for example, a Net Promoter Score inquiry. For example, Rocks says that all other things being equal, on average, men will rate a brand around four Net Promoter points lower than women (e.g.

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