Beyond Philosophy

SEPTEMBER 20, 2019

How To Overcome Organizational Silo’s To Make Progress. This episode of The Intuitive Customer discusses the CX Council and how to create one for your organization. We also take a look at what their objectives should be and how to set up your meetings. I was from these epiphanies that the idea for a CX council was born.

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Beyond Philosophy

JUNE 27, 2016

If you found this post interesting you would also enjoy: Happy Customers: How To Get Them. The Role Of CX In A Sales Culture. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. How To Attract Customers.

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ShepHyken

SEPTEMBER 14, 2021

Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Creating the customer journey is not about a sales funnel. The Ultimate Marketing Engine. Creating Customers for Life.

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ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand.

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Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . Escalating Commitment into a Sale. There are ways to overcome these habits.

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Beyond Philosophy

OCTOBER 28, 2014

Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time. You wait because you are “service” call, and all the agents are busy with “sales” calls. Colin is an international author of four best-selling books and an engaging keynote speaker.

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ShepHyken

DECEMBER 22, 2024

How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation. On the other hand, poor service can cause customers to leave, which can hurt a companys reputation and sales.

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Beyond Philosophy

FEBRUARY 10, 2020

However, defining business growth is essential here because it will dictate how you go about gaining it. . We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1]. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

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ShepHyken

NOVEMBER 24, 2017

Provide the same level of service that you would in person or over the phone, take any opportunity to go the extra mile, and who knows—perhaps someday, you’ll be looked at as the prime example of how others should be using social media! You needn’t look far to find terrific examples of how to conduct yourself online, either.

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Beyond Philosophy

MARCH 10, 2020

The commission on the sale was considerable. . You have to understand how the customer is feeling entering the experience to design an experience effectively. In our business growth consultancy, we worked with a health insurer’s call center and listened in on some calls. The Setting Matters More Than You Think.

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Consulting Consulting Call Center Personalization 448

Beyond Philosophy

FEBRUARY 8, 2020

Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. Moreover, our work with RICOH Canada, the printer company, improved their NPS by 34 points in 30 months and also increased printer sales by 10 percent—and this was in a declining market.

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Beyond Philosophy

SEPTEMBER 30, 2021

Our listener wants help convincing his team that using a free trial will help sales. So, yes, offering a free trial could increase sales by activating the Endowment Effect. . So, it’s easy to imagine that this free trial would increase sales. One of our podcast listeners wrote to us with a problem. The Trials of Trials.

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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 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. Many companies, if not most, focus on sales and performance in team meetings and company communications. They view complaints as opportunities.

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Beyond Philosophy

AUGUST 16, 2018

In that role, I had many bright consultants come in to share fabulous theories. Now, how do I implement that in my day-to-day operations?” The clever consultants did not have a satisfactory response! However, many of you have asked me how we get practical with these theories and implement them into your CX.

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Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

SEPTEMBER 18, 2016

However, her division was just fined $185 million for opening phony accounts to hit sales product goals, actions described by the Consumer Financial Protection Bureau (CFPB), as a “ violation of trust and an abuse of trust. ” There is always pressure to make your sales goals. She departs with over $124 million in stock and options.

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Banking Construction Accountability Sales 416

Beyond Philosophy

JANUARY 23, 2020

You should define the strategy for how to improve those identified areas that drive value. This effort might require some sales skills to leadership(i.e., 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 Customer Experience Metrics 444

ShepHyken

NOVEMBER 20, 2020

How to avoid that if you’re running an eCommerce business? By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Before you train your employees on how to provide amazing customer service, you need to clearly define what it means. Only by delivering amazing customer service.

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Customer Service Chatbots Education Feedback 382

Beyond Philosophy

NOVEMBER 7, 2016

Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. In nearby Delaware, McDonald’s owners across the state have a Coffee with a Cause program that uses 50% of the net coffee sales to support a charitable organization chosen in the area by owner/operators.

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Transportation Customer emotions Coaching Employee engagement 419

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Does the Customer Come Back?

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Beyond Philosophy

OCTOBER 5, 2015

To that end, here’s how to tell if your leadership is not REALLY on board with your CX Agenda: Their schedule rarely (if ever) accommodates a discussion regarding Customer Experience Implications. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

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Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. He read Robert Cialdini’s material, and he loved Cialdini’s stance on ethics and his advice on how to influence people in a non-manipulative way that is based on science.

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Beyond Philosophy

FEBRUARY 27, 2020

Anytime you incorporate time into the sales process, Hyperbolic Discounting makes people feel hesitant to buy. Also, you need to understand Hyperbolic Discounting and how to get around it if your product or service involves delayed gratification. Motivating them to act will demand a significant return. .

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Consulting Consulting Education Sales 468

Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. They’re not greeting customers or closing sales. Sales reps and installers meet with customers all the time. How Not to Engage Employees: Telecoms Lead the Way Again.

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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. We’d all love to hear your thoughts on how to get your agenda approved in the comments below.

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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. In this podcast we outline how to go about this. The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers?

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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. How can we help?

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Sales Consulting Consulting Surveys 150

Beyond Philosophy

APRIL 23, 2020

Because it was a “nice” mirror (read: expensive), and she likes it and remembers how she liked how it looked in her home, she values it highly and pictures the mirror bringing in a significantly higher price than it probably will. People share ideas here about what the problem is or how to solve it, and so on.

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Beyond Philosophy

JULY 5, 2017

instead of a bunch of vaguely inspirational words reminding me how far I had yet to go. But I see the same thing in the businesses we help at our customer experience consultancy. 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

Myra Golden Media

DECEMBER 8, 2019

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. Don’t waste their time by sending them to sales or service. Your employees learn everything from grammar in chat, to how to use the right language to build rapport, to how to deliver bad news in a chat.

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Banking Consulting Consulting Contact Center 276

Beyond Philosophy

JANUARY 13, 2022

How should companies decide when and who should make the final decision? Finally, Robert asks how to handle firing a customer in the best possible way? For example, if left to the sales department, firing a customer wouldn’t happen. So, these operational factors would not influence the sales team’s decision. .

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Beyond Philosophy

AUGUST 12, 2020

It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . To advance people’s thinking about how to create customer journey maps, we have five rules.

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Callminer

FEBRUARY 21, 2018

Keep reading to find out what our pros had to say about the biggest mistakes you could be making when it comes to comparing and purchasing call center monitoring software – and how to avoid them. Any call center monitoring software is only as good as the people who know how to use it. Call centers must keep in mind…”. Mihai Corbuleac.

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call center software Call Center Contact Center Interactive Voice Response 210

Beyond Philosophy

MAY 17, 2017

It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely. What is a CX Data Platform? Others help you survey customers based on location and industry or even product purchased.

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Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

DECEMBER 16, 2021

If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . The result was a virtual experience that closely mimicked the sales cycle of the traditional car sale but was contact-free and seamless for the customer. That was what happened on the sales side.

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Beyond Philosophy

NOVEMBER 22, 2019

It’s that time of year again: Black Friday sales are next week. How to marketers compel people to stand in the dark and cold for hours to shop in their stores? The idea of a day of big sales that bring out the animal in us is global. Similar events occur in the UK (the January Sales), and China (Single’s Day).

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Beyond Philosophy

AUGUST 8, 2024

Chances are, if the electrician had known that or consulted with the plasterer, he would have cut the holes the way the plasterer needed them. For example, Sales and Marketing might have one message they deliver customers, while Operations have another. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference.

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