ShepHyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. ” About: John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken ?is

Engineering 406

Engineering Consulting Consulting Marketing 406

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 195

Consulting Consulting Education Customer Experience 195

Beyond Philosophy

OCTOBER 29, 2022

Fear is also a powerful tool for marketers to get customers or potential customers to care about something. That’s one of the reasons that marketers find themselves using it; fear can get people to care. Political ads are big fans of this type of marketing. That’s because fear is a powerful motivator.

Marketing 221

Marketing Consulting Consulting Surveys 221

Beyond Philosophy

JUNE 11, 2021

We discussed using the effects of Loss Aversion in your marketing as part of our new podcast series of the Ten Most Effective Ways to Influence Your Customers’ Behavior. You can; both fear-appeals and negative advertising are examples of using a negative side of Loss Aversion in marketing and, in some cases, are effective.

Marketing 307

Marketing Advertising Healthcare Banking 307

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman and I have different ideas about the relationship between marketing and the Customer Experience team. In my view, I do not think Customer Experience replaces traditional marketing. To define marketing, I looked it up.

Marketing 221

Marketing Customer Experience Consulting Consulting 221

Beyond Philosophy

OCTOBER 12, 2016

The Era of Personalized Marketing is Here. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. Each of these recorded actions sifts down into the database as 1 and 0s.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Here’s why customer experience is of great value in your marketing strategies. .

Marketing 203

Marketing Customer Experience Customer centricity Consulting 203

Beyond Philosophy

NOVEMBER 21, 2016

At our customer experience consultancy, we talk a lot about creating value. I’m not in the market for a moped right now, so I am not willing to accept the value you are offering. At our consultancy, Beyond Philosophy, we have consistently found that customers’ emotional experience is the biggest driver of long-term value.

Consulting 0

Consulting Consulting Customer emotions Customer Experience 0

ShepHyken

OCTOBER 25, 2021

Reports and Data expect the global chatbot market to reach $10.08 billion market of 2018. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. I’m a big believer that the typical loyalty program is actually a marketing program.

Customer Service 390

Customer Service Chatbots B2C Consulting 390

Beyond Philosophy

FEBRUARY 14, 2020

To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com. The post A Glimpse To The New Trends In Humanizing Technology appeared first on Customer Experience Consulting. This podcast is produced by Resonate Recordings.

Technology 488

Technology Consulting Consulting Accountability 488

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). CX Teams Are Usually Part of Marketing. However, if you’d have to put them into one area, then marketing seems a good option.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

Beyond Philosophy

OCTOBER 8, 2020

For example, I was running a workshop for a client in the mobile communications market. He said one of the marketing teams had decided to reduce their costs by bundling a mailer that was going out to all their customers, which numbered around 500,000. The marketing department had good intentions. She disagreed.

Consulting 434

Consulting Consulting Call Center Advertising 434

ShepHyken

APRIL 6, 2021

Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. Broken p romises to your customers can be either implicit or explicit depending on the situation or marketing strategy. . Jeff Toister is a n author, consultant, and trainer who helps companies develop customer-focused cultures.

Advertising 394

Advertising Consulting Consulting Customer Experience 394

Beyond Philosophy

MARCH 2, 2020

Word-of-mouth marketing might make it easier (or harder) for you to acquire different customers than without it. In our business growth consultancy, we were working with a water utility to improve their customer experience. In our business growth consultancy, we have worked with organizations on this exact issue.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

SEPTEMBER 19, 2017

After all, I work with people that are just discovering this truth about irrationality all the time in my global customer experience consultancy. Then answer these questions: Are your watch/smartphone/car/shoes the cheapest ones available on the market or did you buy the one you thought best represented your style and needs?

Consulting 194

Consulting Consulting Customer Experience Marketing 194

Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

OCTOBER 17, 2016

Let’s try something more mundane: what items did you buy at the market last Tuesday and how much did they cost? In our Customer Experience Consultancy, Beyond Philosophy , we emphasize teaching customer-facing employees to recognize people’s emotions and manage them to a better emotional outcome. Stumped again?

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. Marketing Benefits from Escalating Commitment Also. It applies to marketing, too. 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

APRIL 23, 2020

Or, if you haven’t sold things in the second-hand market, consider your feelings when the car dealership told you the amount they were willing to give you as a trade-in on your old car. The market will determine the price, and the items will work their way to the appropriate owners. So, they tested it by creating an artificial market.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Beyond Philosophy

SEPTEMBER 11, 2017

Email marketing is good? The simple truth is, yes, you can use that data to come up with more targeted advertising, more seemingly personalized marketing, and so on, but where you will stand out is when you use that data to create a positive customer experience instead. 2 – Make it easy for your customer to contact you.

Advertising 384

Advertising Consulting Consulting Government 384

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. ” About: Shirley Macbeth is the Chief Marketing Officer at Forrester. .”

B2B 385

B2B Consulting Consulting Marketing 385

Beyond Philosophy

NOVEMBER 3, 2022

It is also a powerful tool for marketing. However, this task is the heart of a marketing person’s job. So, fear provides a motivational emotion that can get people to care—and marketing people like to use it to get their job done. Marketers often use FOMO. Fear works in marketing. See, we were tricking you.

Marketing 195

Marketing Engineering Consulting Consulting 195

Beyond Philosophy

MARCH 8, 2019

Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers.

Consulting 334

Consulting Consulting Customer Experience Marketing 334

Beyond Philosophy

NOVEMBER 29, 2019

In our global Customer Experience consultancy, we use the Naïve to Natural model to help organizations realize where they are with their present Customer Experience regarding Customer Centricity. To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

Customer centricity 355

Customer centricity Consulting Consulting Customer Experience 355

ShepHyken

JULY 5, 2021

That’s marketing. Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire. MarTech Series) A new national employee survey from Eagle Hill Consulting finds that 64 percent of U.S. Read on to learn more. Nothing wrong with that.

Customer Service 397

Customer Service Consulting Consulting Surveys 397

Beyond Philosophy

OCTOBER 3, 2016

When we work with our clients in the Customer Experience Consultancy side of Beyond Philosophy, we share these heuristics and help our clients design an experience that appeals to their customers’ need for easy. Top 50 Marketing Thought Leader’ Reveals Latest Trend. We want habit! Training Employees on Nonverbal Clues.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 12, 2016

As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. Top 50 Marketing Thought Leader’ Reveals Latest Trend. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

JULY 2, 2020

How has the pandemic changed how your market works, and have you taken advantage of the opportunities it presents? Have the present market conditions created new segments based on experiences during the pandemic? The post Re-Imagining Your Customer Experience in a Time of Change appeared first on CX Consulting. 12 May 2020.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

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. Marketing & Brand. There are nine orientation areas that we use to determine a company’s customer centricity level. They include: People. Measurement.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

AUGUST 16, 2018

In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

ShepHyken

SEPTEMBER 10, 2024

In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? It won’t hurt.

Consulting 377

Consulting Consulting Customer Service Customer Experience 377

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . However, 17 years later, far more than my consultancy is talking about it. . If you get a lot of new customers but lose a bunch of old ones, then you won’t increase your market share. .

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

ShepHyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. If you own or work in the marketing department for a service business, you can also send personal emails to all of the company’s new clients. He writes about how to cultivate a customer community.

Consulting 365

Consulting Consulting Enterprise B2B 365

ShepHyken

JANUARY 4, 2022

Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. ” About: Genefa Murphy is the Chief Marketing Officer for Five9. Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken is a customer service and experience expert,?

Virtual Agent 343

Virtual Agent Interactive Voice Response Contact Center Consulting 343

Beyond Philosophy

AUGUST 12, 2020

Define strategically what specific emotions drive most value across the market. My colleague, Professor Ryan Hamilton, professor of marketing at Emory University, has published a paper on Customer Returns, another part of the customer journey that happens later in the cycle. Look for the hidden aspects of a customer journey.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. For example, marketers should evaluate the communication and determine their motivation for involvement. For me, this approach to conversational commerce is an internal process first.

Airlines 415

Airlines Call Center Consulting Consulting 415