Beyond Philosophy

JANUARY 28, 2019

However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables. Your customers have different motivators depending on the variables that apply to their lives and personalities.

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Consulting Consulting Benchmark Personalization 348

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. Talk to them about what they want to discuss, not what you want to foist on them.

Advertising 384

Advertising Consulting Consulting Government 384

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. Personalization is another way to increase the Availability of your product or service. appeared first on Customer Experience Consulting.

Marketing 427

Marketing Consulting Consulting Construction 427

Beyond Philosophy

JULY 9, 2020

A Golden Question is a sort where the answer reveals the “type” of person the respondent is. 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. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

OCTOBER 6, 2014

Do you have a person or team of people responsible for managing the Customer Experience for your organization? 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. Why or why not? Where does your experience stop? Where does it start?

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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

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. Quattro Turbo, I can ver ify a personal level of active, positive, enthusiastic communication on behalf of my vehicle, not so much o nline but certainly offline.

Automotive 358

Automotive Marketing Consulting Consulting 358

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

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. What does that mean? What does that mean?

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. and making a true emotional connection.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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

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.

Consulting 370

Consulting Consulting Education Entertainment 370

Taylor Reach Group

JUNE 21, 2021

The Taylor Reach Group, Inc. TRG, an award-winning call and contact center consulting and managed services firm, will be performing a deep dive into all of the center’s processes, staffing, and technology in order to determine the precise gaps between current operations and state compliance. About The Taylor Reach Group, Inc.

Consulting 128

Consulting Consulting Contact Center Government 128

Beyond Philosophy

NOVEMBER 10, 2015

Sometimes it is derailed by unavoidable problems, personal emergencies or health issues. 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.

Consulting 385

Consulting Consulting Customer Experience Personalization 385

Beyond Philosophy

MARCH 2, 2016

When we consult our clients about how to improve their Customer Experience, we always talk about the expectations of Customers. These expectations are based on a number of factors, not the least of which is the personality of the person who has them. Every organization has customer groups.

Consulting 278

Consulting Consulting Call Center Call center experience 278

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

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

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

APRIL 28, 2019

The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. 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. What Customer Emotions Drive the Most Value.

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

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?”. I have an example I use to explain how to know how a person feels.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Beyond Philosophy

AUGUST 22, 2020

When it comes to overemphasizing the wrong things, the person making the decision is who puts the weights on those decisions. The post This is the BIG Reason You Make Mistakes appeared first on CX Consulting. However, people are influenced by what’s going on around them. This podcast is produced by Resonate Recordings.

Consulting 338

Consulting Consulting Customer Experience Sales 338

Beyond Philosophy

AUGUST 20, 2022

Many customers want a proactive experience because it feels more personal, improving consumer satisfaction. It makes a person feel more important and appreciated when a system tries to recognize what they want. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years.

Consulting 56

Consulting Consulting Customer retention Surveys 56

Beyond Philosophy

SEPTEMBER 7, 2015

Don’t just have a personal or company profile. Get involved with the LinkedIn groups. The post Seven Ways to Engage Your Customers Using Social Media appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Participate on LinkedIn. It’s a powerful way to engage with your community. Have a YouTube strategy.

Advertising 416

Advertising Engineering Consulting Consulting 416

AWS Machine Learning

NOVEMBER 7, 2024

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. In this post, we guide you through integrating Amazon Bedrock Agents with enterprise data APIs to create more personalized and effective customer support experiences.

APIs 128

APIs Enterprise Automotive Customer Support 128

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. This tendency is real in retail situations and even at a personal level with salary or hourly rates. Follow Colin Shaw on Twitter @ColinShaw_CX.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Beyond Philosophy

JULY 7, 2022

Now, they are transitioning back to unrestricted in-person interactions, but not to the same place they were for all those years. However, it might also be a customer segmentation issue where different people want different things at different times, e.g., this group likes people, so they go to physical stores.

Technology 402

Technology Consulting Consulting Personalization 402

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

Beyond Philosophy

JULY 10, 2017

Market researchers hope that using this kind of technology will replace focus groups and shopper interviews that can be time consuming and ineffectual. Passengers wear an Ocean Medallion technology, which is a token they wear on their person that interacts with sensors all over the ship that record what the passenger is doing.

Airlines 313

Airlines Consulting Consulting Technology 313

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. Employees want to feel included in the club/group/tribe. As Customer Experience consultants, we believe in servant leadership. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

FEBRUARY 3, 2015

Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”. Zhecho Dobrev, one of our consultants published his musings on this concept. So, the company added the words “Find your gym.”

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 4, 2018

I am a morning person. 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. As a global Customer Experience consultant, I encourage my clients to design accommodations for this effect in the Customer Experience. For example.

Government 353

Government CRM Personalization Customer Experience 353

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

Consulting 300

Consulting Consulting Customer Experience Management 300

ShepHyken

APRIL 30, 2024

Siegel+Gale is a consulting firm that specializes in making brands simple. In 2009, if you invested in a group of companies recognized for simplicity, you would have dramatically outperformed the stock market by a whopping 1,600%, proving that simplicity delivers in ROI. It’s important to remember that simple does not always mean easy.

Entertainment 252

Entertainment Consulting Consulting Surveys 252

Beyond Philosophy

NOVEMBER 15, 2019

As I surveyed the group, I felt like I was with “my people.” It could be that the only thing I had in common with every other person in that store was that I like Apple products. However, that is enough for me to feel like I am part of the group, the In-Crowd, as it were.

Consulting 240

Consulting Consulting Surveys Marketing 240

Beyond Philosophy

NOVEMBER 15, 2017

In our global Customer Experience Consultancy, we train our clients to assess how Customer-centric they are. Do you have a person or team of people responsible for managing the Customer Experience for your organization? How is Your Organization Focused? Even the Most Natural Aren’t Always Natural Everywhere.

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. and to determine opportunities or risks with these groups. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept. How to Measure Customer Emotions.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. These differences might be little, but when you group them together over a large set of data, you discover that they add up to some big biases.

Consulting 281

Consulting Consulting B2B Customer Experience 281