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 392

Engineering Consulting Consulting Marketing 392

ShepHyken

NOVEMBER 3, 2024

Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. My Comment: Here’s an interesting article about the link between CX and marketing.

Customer Service 171

Customer Service Entertainment Consulting Consulting 171

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

DMG Consulting

JANUARY 29, 2025

Like many technology markets, the primary driver behind KMs strong positive momentum is AI adoption; however, unlike most other sectors, KM benefits from the AI revolution in two distinct ways. First, KM is an essential enabler of enterprise AI initiatives, acting as a trusted data source to power various AI-based systems and applications.

Consulting 59

Consulting Consulting Enterprise Management 59

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 186

Marketing Customer Experience Customer centricity Advertising 186

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

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 centricity 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

Cincom

FEBRUARY 21, 2025

What is CPQ Consulting? CPQ consulting is a service where an expert assists a business in setting up, configuring, and optimizing CPQ (Configure, Price, Quote) software to meet their specific needs. What Are the Benefits of CPQ Consulting? This ultimately improves the ROI of the business.

Consulting 40

Consulting Consulting Sales CRM 40

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

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 370

Customer Service Chatbots B2C Consulting 370

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

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 376

Advertising Consulting Consulting Customer Experience 376

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

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

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

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

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 365

B2B Consulting Consulting Marketing 365

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

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 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 379

Customer Service Consulting Consulting Surveys 379

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

Beyond Philosophy

MAY 25, 2022

Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. appeared first on CX Consulting. Are You Prepared?

Contact Center 370

Contact Center Consulting Consulting Coaching 370

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. If you would like to find out more in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

Customer Experience 351

Customer Experience Finance Consulting Consulting 351

Beyond Philosophy

APRIL 28, 2019

The Attention Cluster: These are the emotions your marketing department is responsible for, meaning they get the customers interested in what you have to offer. 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

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 357

Consulting Consulting Customer Service Customer Experience 357

Beyond Philosophy

DECEMBER 6, 2019

However, once the market reached its saturation point, the companies realized they were losing customers pretty fast (called churn). In our Global Customer Experience Consultancy, we were doing some work with an airline. Are you too focused on sales revenue? How do people talk about customers at the organization?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427