Beyond Philosophy

APRIL 9, 2021

We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. We were a tight-knit group. Among other things, Dunbar studied how people and animals processed group sizes. Then, categorize the other relationships and assess the time you invest in those groups.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

FEBRUARY 27, 2020

When you make those offers, they need to be different for different groups of people. Therefore understanding your customers and grouping them by their behavior is essential to your success. . The post Getting Over the “I Want It Now” Mindset appeared first on Customer Experience Consulting.

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

OCTOBER 5, 2015

The second group either doesn’t believe in the value of CX or is undecided. The problem is the second group can be hard to discern from the first. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. It’s political. So they nod.

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Consulting Consulting Customer Experience Sales 383

Beyond Philosophy

OCTOBER 1, 2020

He had them choose ahead of time what the students wanted as a snack from a list of options for one group. In another group, the students chose the snack each week. For both groups, everybody made three snack choices over three weeks and consumed them one per week. appeared first on CX Consulting.

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Journey mapping Consulting Consulting Customer Experience 447

Beyond Philosophy

NOVEMBER 22, 2019

Tribes are groups of people that are similar or connected in some way. . Sometimes tribes are based on the nationality, race, or ethnicity of a group of people, which is what I mean by a “formal” tribe. People can form relationships with brands and groups of employees. Moreover, out-of-group threats produces in-group cohesion.

Banking 64

Banking Consulting Consulting Accountability 64

Beyond Philosophy

MARCH 20, 2020

We had some good news, which is that Beyond Philosophy has been recognized as one of the best management consultancies by Financial Times for the second year in a row. There is no point in marketing to a group of people that are never going to buy your services. appeared first on Customer Experience Consulting.

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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. A notoriously difficult group to reach are conspiracy theorists called the Flat Earthers, people who reject the idea of global earth.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

JULY 20, 2021

Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy. For me, the answer was to strike out on my own and start my consultancy.

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Consulting Consulting Education Entertainment 370

Beyond Philosophy

NOVEMBER 27, 2017

In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity. Most companies do not value these groups properly, which speaks volumes about how much importance the organization assigns to what they do.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

JULY 9, 2020

This group is the most likely not to wear a face mask and is proud of the fact that they are not. How you respond to each group with your experience should reflect these feelings. It is important not to pass judgment on any of these groups. If everybody else is wearing it, they will, too, but only because of social pressure.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

NOVEMBER 28, 2016

What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior for both stakeholder groups. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JANUARY 19, 2015

Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world.

Automotive 358

Automotive Marketing Consulting Consulting 358

Beyond Philosophy

AUGUST 27, 2020

A group of Dutch researchers tested this idea of giving the brain some time to manage complex choices regarding decision-making. For one group, the research team asked the participants to write down the reasons they liked or didn’t like each of the posters, and then the participants could pick their favorite poster and take it home.

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Consulting Consulting Customer Experience Management 418

Beyond Philosophy

JANUARY 20, 2020

I used to be part of a volunteer group called Roundtable, it’s like Rotary Club in the US. In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. The post If You Want Customers to Say Yes, Try THIS appeared first on Customer Experience Consulting.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

ShepHyken

OCTOBER 20, 2020

Is it based on a product, technology or group within the organization—or is it based on your consumers? With over 35 years of experience as a business leader, business consultant, IT application developer and engineer, Lou has created customer engagement strategies that reduce cost and enhance CX.

Customer centricity 75

Customer centricity Engineering Consulting Consulting 75

Beyond Philosophy

JANUARY 29, 2021

So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey. However, one could predict a group of customers with specific characteristics and needs might enjoy it. The post The One Thing to Improve Your Customer Experience in 2021 appeared first on CX Consulting.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

OCTOBER 6, 2014

Natural: This is the smallest group as they are the companies that are successful in putting the Customer at the center of everything they do. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

NOVEMBER 10, 2015

We use the intelligence we have a group to make better decisions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Having a team that helps pick up the ball and contribute to the project is a major part of success in productivity.

Consulting 385

Consulting Consulting Customer Experience Personalization 385

Beyond Philosophy

DECEMBER 6, 2019

In our Global Customer Experience Consultancy, we were doing some work with an airline. She made a lot of suggestions to the group about how they could change things to improve the Customer Experience. The post 7 Questions That Reveal Whether Your Company is Committed to CX appeared first on Customer Experience Consulting.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

MAY 7, 2021

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. Each of these does not require a down-to-the-studs redesign or an expensive consultant to achieve. The post Zero Cost!

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. That means making sure your internal communications are consistent and, again, simplified.

Advertising 384

Advertising Consulting Consulting Government 384

Beyond Philosophy

SEPTEMBER 10, 2020

Perhaps the argument was that if this group could believe hard enough, it would make it so. . While there will be a hardcore group of hyper-enthusiastic people who will never change their behavior, most people will resolve the dissonance they feel in your experience. Some of you might remember that I love Apple products.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

OCTOBER 8, 2020

In another client situation, I spoke with a senior manager at a water utility we were consulting. You need to know your different types of customers and what that group values because it could differ. The post 5 Rules for Driving Down Costs in a Customer-Focused Way appeared first on CX Consulting.

Consulting 434

Consulting Consulting Call Center Advertising 434

Beyond Philosophy

SEPTEMBER 6, 2019

We also take a close look at what happens in an experience that can put you into a stereotyped group—and what to do about it if that stereotype is hurting your bottom line. Stereotypes are the product of a shortcut in thinking, or heuristic, called Representativeness.

Consulting 319

Consulting Consulting Marketing Customer Experience 319

Beyond Philosophy

APRIL 28, 2019

When the statistician was revealing the results of the study to the group, he referred to the Advocacy Cluster emotions as the “big daddies” of Customer Experience. To that end, in our global Customer Experience consultancy, we recommend knowing the answers to the following two questions: What is the emotion you want to evoke?

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

Beyond Philosophy

DECEMBER 26, 2017

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Beyond Philosophy

MAY 8, 2021

Author, consultant, and investor Nir Eyal, breaks down lying into a 2 x 2 framework. One axis shows two groupings: other people or yourself. From this, Eyal divides liars into four groups, which include: deceitful, delusional, duplicitous, and demoralized. appeared first on CX Consulting.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Beyond Philosophy

AUGUST 22, 2020

Have a control group carry on doing what you have always done and another group where you change something, whether it’s a suggested or mandatory “waiting period” before they sign up with you or a distracting activity before you push for the close, or something in-between. Click here find out more.

Consulting 338

Consulting Consulting Customer Experience Sales 338

Beyond Philosophy

JULY 18, 2020

AI is great at determining how a large group feels in general, but not individually. AI is excellent at categorizing groups. This news is excellent as many organizations do not have sufficient segmentation in their customer groups. Getting the customer’s emotions allows you group your customers based on how they feel.

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Customer emotions Education Consulting Consulting 286

Beyond Philosophy

SEPTEMBER 13, 2016

Informal communication programs can work, if and because both stakeholder groups feel they are getting information and advice from individuals and entities they know and trust. Channels such as Twitter, YouTube and Facebook (and RipoffReport and ComplaintsBoard) are open forums for disaffected, even angry, groups with special interests.

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

AUGUST 16, 2017

In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Can you relate to being in one of these groups? 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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Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

APRIL 23, 2020

When we do journey mapping in our business-growth consultancy to redesign an experience, many people at the organization are involved. A group like this can generate so many ideas. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

ShepHyken

SEPTEMBER 30, 2019

The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH CH Consulting Group) CH Consulting Group is proud to present you with our first-ever eBook: The Customer Experience Guide for Today’s Contact Center.

Customer Service 48

Customer Service Customer retention Metrics Consulting 48

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 392

Consulting Consulting Sales Customer Experience 392

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. Dobrev says an exciting subset to this term is Social Causes.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Group A will perform the changes you wrote in your plan and group B will perform what they have been doing before. Of course, this is with good reason.

Feedback 256

Feedback Customer Experience Abandon rate Surveys 256

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. If they do, they can optimize the customer experience.

Customer Experience 284

Customer Experience Consulting Consulting Customer Care 284