Beyond Philosophy

OCTOBER 20, 2015

Usually during an exercise like the one I just described, you will see where you are hassling people, frustrating them or possibly even how you are doing things right. The post 3 Ways to Improve Your Training to the Next Level appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Beyond Philosophy

OCTOBER 8, 2020

In other words, it would be best to avoid taking a siloed perspective to this exercise and considering even the harder to measure cost areas. In another client situation, I spoke with a senior manager at a water utility we were consulting. So, your overall savings will be less than if you considered all the harder to pinpoint costs.

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Beyond Philosophy

JUNE 22, 2017

The teachers assigned the exercise so we could observe the inner workings of a creature that we have seen before in a new way; a “look under the hood” of the frog’s outward appearance or what made it tick before it croaked, as it were. A closer look at what we see all the time. Astonishing BIG Gains from Little Changes!

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Consulting Consulting Customer Experience 404

Beyond Philosophy

JANUARY 24, 2020

I know that if I eat less and exercise more, I will lose weight and feel healthier than I do now. The post The Secret of Pricing appeared first on Customer Experience Consulting. However, with less critical choices in life, options with long-term benefits often get passed over for opportunities with immediate gratification.

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Consulting Consulting Customer Experience Marketing 329

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Take steps to manage your stress, whether that means regular exercise, meditation or just taking time out for friends and hobbies. Business leaders – like everyone else – must contend with these external ambiguities and their potential consequences. Manage stress.

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Beyond Philosophy

OCTOBER 9, 2017

The Emotional Signature exercise shows you how to use the customer’s emotions to improve your Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Astonishing BIG Gains from Little Changes!

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

OCTOBER 1, 2020

Behavioral Journey Mapping takes this exercise a step further by charting customer behavior throughout the process. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. appeared first on CX Consulting.

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Journey mapping Consulting Consulting Customer Experience 447

Beyond Philosophy

JULY 4, 2020

Empathy for each of the groups will make this exercise more successful. The post Powerful New Way To Reveal How Customers Feel In The Pandemic appeared first on CX Consulting. The freedom fighter: Never wear a face mask as I don’t want government to tell me what to do. It’s all overblown. Recommended Actions.

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Beyond Philosophy

FEBRUARY 17, 2020

When working with clients in this area, their organizations always gain a focus that was lacking before undertaking the exercise with us. . Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX.

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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. From a Customer Experience perspective, this exercise is the foundation of our Customer Mirrors research.

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Consulting Consulting Customer Experience Management 390

ShepHyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. Plus, Shep and Diane share exercises you can do with your team to figure out what you are doing that prevents your customers from having a frictionless experience. Quotes:   .

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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. Then, test your choices, he says.

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Beyond Philosophy

SEPTEMBER 13, 2017

Part of the exercise was to make virtual meal choices along the way. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Extremeness Aversion has applications in everyday purchases, too. Astonishing BIG Gains from Little Changes!

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Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

AUGUST 1, 2019

When it comes to practical strategies you can take, we have developed some tools in our global Customer Experience Consultancy work to help you address the problems of implementing these theories. It is the same exercise with customers. The Reasons Behind Our Reasoning. Let me explain. THREE THINGS THAT DRIVE ME MAD AT RESTAURANTS.

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Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

NOVEMBER 8, 2018

In our experience as global Customer Experience consultants, we find that most organizations do not understand these concepts or how their experience affects their customers’ psychological experience. This exercise often reveals ways to design a Customer Experience that will be what they want instead of what they happen to have.

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Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

DECEMBER 11, 2020

For example, many organizations choose some form of “that they can trust us,” and that customers feel “cared for” after the experience when we do this exercise with them. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer emotions 435

Customer emotions Journey mapping Management Customer advocacy 435

Beyond Philosophy

APRIL 4, 2016

Hildreth also said that in the group exercise with the candidates the high-powered group: Tended to focus less on what was going on in the task. Talked about other things. Vied for position. Argued over who should lead different parts of the task. In truth people couldn’t care less about the Customer.

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Consulting Consulting Customer Experience Marketing 284

Beyond Philosophy

JUNE 13, 2020

When you apply the previous four rules in an exercise we call Behavioral Journey Mapping , an advanced take on traditional journey mapping, you can see how the different touchpoints in an experience influence customers’ decisions. The post The 5 Rules to Managing How Your Customers Make Decisions appeared first on CX Consulting.

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Beyond Philosophy

FEBRUARY 20, 2020

Moreover, this exercise requires an understanding of human behavior, interactions, and knowledge of what is happening with customer interactions emotionally rather than rationally. 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

AUGUST 3, 2016

As Customer Experience consultants, we find that the majority of companies have no idea where and when in their present Customer Experience, they cause customers pain. This exercise never fails to produce some “aha!” So how do you find these pain points? moments for those who participate. To our client, this was a surprise.

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Beyond Philosophy

JUNE 8, 2016

To find out, you need to undertake an Emotional Signature® exercise to assess your current level of emotional engagement with your customers. In our Customer Experience Consultancy, we find that establishing the CES requires collaboration and workshopping by a cross-functional team throughout your organization. It defines the goal.

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Consulting Consulting Customer Experience Personalization 283

Beyond Philosophy

SEPTEMBER 17, 2020

Don’t skip this exercise because your offer is intangible. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Aesthetics: Why This is A Vital Part of Your Experience appeared first on CX Consulting.

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Beyond Philosophy

SEPTEMBER 13, 2019

We have to understand where they are coming from and exercise patience with them in their decision-making. In our global Customer Experience consultancy, we take the Representative Heuristic into account when we do the Emotional Signature ®. We could be way off because we aren’t looking at the situation clearly enough. .

Banking 325

Banking Consulting Consulting Government 325

Beyond Philosophy

SEPTEMBER 6, 2019

Most of the clients we begin working with in our global Customer Experience consultancy need some help developing strategy. In our experience as global Customer Experience consultants, most organizations don’t have the answer to those two questions. So, How Do We Go about Defining a Strategy? Most haven’t defined their strategy.

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Beyond Philosophy

DECEMBER 10, 2019

In the beginning, it was considered a Sociology area, which suggested that gift-giving was primarily an exercise in reciprocity. appeared first on Customer Experience Consulting. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years.

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Consulting Consulting Marketing Customer Experience 236

Beyond Philosophy

OCTOBER 2, 2017

This exercise will not reveal the real reasons customers decided to buy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Colin is an international author of six bestselling books and an engaging keynote speaker.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

Beyond Philosophy

SEPTEMBER 26, 2018

Another part of the whole exercise to gauge feelings is first to define what emotion you are trying to evoke from your customers. In our global Customer Experience Consultancy, we recommend asking your customers often about how they feel. NPS is a meaningful way to measure your Customer Experience, but it isn’t the only way.

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Customer emotions Consulting Consulting Customer Experience 324

Beyond Philosophy

OCTOBER 4, 2018

As a global Customer Experience consultant, I encourage my clients to design accommodations for this effect in the Customer Experience. So what can you do to respond to a customer’s lack of resources? How can you accommodate customers throughout the day?

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Government CRM Personalization Customer Experience 353

Beyond Philosophy

AUGUST 1, 2020

This exercise is excellent, and I support their use in designing your Customer Experience. The post 5 Rules for using Behavioral Science in Journey Mapping appeared first on CX Consulting. Before we get into the rules, I should clarify for those of you that aren’t familiar with Journey Maps what they are.

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Beyond Philosophy

JUNE 17, 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. From a Customer Experience perspective, this exercise is the foundation of our Customer Mirrors research.

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Beyond Philosophy

DECEMBER 23, 2015

In our Customer Mirrors exercise, we help organizations see their experience from the perspective of the Customer. The 20 emotions here and something similar to the Customer Mirrors exercise can give you important information about your social media strategy, too. They are: . Humans are driven by emotions.

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Beyond Philosophy

MAY 28, 2021

That means the other six or seven see this whole exercise as a waste of time. The post 5 Rules for Managing Your Customer Experience in Business-to-Business appeared first on CX Consulting. Typically, you get three or four to focus on the goal and embrace the idea of delivering customer emotions with the experience.

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Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. At my global Customer Experience consultancy, we’ve been journey mapping with organizations for 20 years. Have you ever tried to change a habit, maybe about diet and exercise?

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ShepHyken

DECEMBER 4, 2020

Do it yourself, or engage with a customer experience consultant like us. Creating a customer experience roadmap is not an easy exercise. When you offer only one better touchpoint, all the other points look and feel even worse. So, take the time to build your customer experience roadmap and align your budgets with it. They deserve it.

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Customer Experience Airlines Customer centricity Surveys 281

Beyond Philosophy

JANUARY 2, 2021

In this episode, we discuss this exercise’s critical question to present a new experience for your customers. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months. appeared first on CX Consulting. Key Ideas to Improve Your Customer Experience. Click here to learn more.

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Beyond Philosophy

APRIL 21, 2021

Ten-Pow has been consulting in Customer Experience for over two decades. Ten-Pow says that there is a common misconception around Customer Experience that it is a “feel-good” exercise with no tangible benefits for the brand. Key Ideas to Improve your Customer Experience. Follow Colin on Linkedin and Twitter.

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Consulting Consulting Customer Experience Surveys 195

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

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