ShepHyken

MARCH 31, 2025

It’s about being knowledgeable, reliable, and meeting customer expectations. To build unbreakable relationships, you must meet and exceed those high expectations.” ” About: Jason Ten-Pow is a research, consult ing , and customer experience expert. Being professional is about more than just being polite.

Consulting 176

Consulting Consulting Customer Experience Personalization 176

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 176

Customer Service Entertainment Consulting Consulting 176

ShepHyken

DECEMBER 22, 2024

A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. Customers find information quickly, and it is generally accepted as a good experience that meets the customers expectations.

Customer Service 193

Customer Service outsourcing Customer Support Chatbots 193

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. They focus on the right areas in team meetings. Natural companies use the team meeting to focus on the experience.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

MARCH 2, 2020

In our business growth consultancy, we were working with a water utility to improve their customer experience. Finally, there was a meeting about the complaint with 12 senior people. In our business growth consultancy, we have worked with organizations on this exact issue. The customer was asking for $2,000.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

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. Chief amongst the approach is by providing a Customer Experience that meets your customers’ needs, even the ones they are not entirely aware they have. appeared first on Customer Experience Consulting.

Consulting 355

Consulting Consulting Marketing Customer Experience 355

Beyond Philosophy

DECEMBER 6, 2019

When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? In our Global Customer Experience Consultancy, we were doing some work with an airline. Where does the customer get put on your agenda? Is it in there at all? Is it at the top or the end?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

CCNG

OCTOBER 16, 2024

Processes and systems are designed to meet the needs at the time of startup, but if things go as hoped and the business grows, these processes can no longer support the volume of business being conducted. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness.

CCNG 195

CCNG Construction Consulting Consulting 195

DMG Consulting

JANUARY 29, 2025

These solutions help businesses meet ever-increasing customer demands, be more competitive, improve efficiency, and optimize their intellectual assets. DMG Consulting is a trusted advisor and vendor-agnostic partner for those who want to successfully navigate the dynamic contact center and back-office markets in an AI-driven digital age.

Consulting 59

Consulting Consulting Enterprise Management 59

CCNG

MARCH 21, 2025

As a consultant, Ive worked inside over 100 companies, and I can tell you this: even companies with god-awful call center technology somehow manage to first invest in a high-functioning website to attract new customers. Customer service is the five-year-oldthe existing customers, the ones already paying. Now pay me more.

Call Center 195

Call Center CCNG Contact Center Consulting 195

Beyond Philosophy

SEPTEMBER 10, 2015

Many organizations we first meet do not trust their employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Using these identified values, we then design emotionally engaging experiences for employees.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

CSM Magazine

APRIL 10, 2025

Two industry leaders, 3CLogic and Glidefast Consulting , have joined forces to deliver a powerful, integrated solution that bridges the gap between digital workflows and human interactions on ServiceNow. This allows Glidefast to act as an official reseller of 3CLogic’s innovative offerings. 3clogic.com.

contact center solutions 59

contact center solutions Consulting Consulting Contact Center 59

Beyond Philosophy

OCTOBER 8, 2020

In another client situation, I spoke with a senior manager at a water utility we were consulting. In this case, the complaint landed in a big meeting with ten senior managers hashing it out. In this case, the complaint landed in a big meeting with ten senior managers hashing it out. He had been reviewing a customer complaint.

Consulting 434

Consulting Consulting Call Center Advertising 434

Beyond Philosophy

JANUARY 10, 2018

and I am now CEO of a customer experience consultancy, Beyond Philosophy. As a customer experience consultant, the birth order research interests me for another reason as well. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 379

Consulting Consulting Customer Experience 379

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. Therefore, our questions ask about day to day operations and decisions, which are where the rubber meets the road concerning customer focus.

Customer centricity 355

Customer centricity Consulting Consulting Customer Experience 355

Beyond Philosophy

OCTOBER 3, 2016

For example, you meet someone who eats vegan, so you assume they also exercise on a regular basis because your sister is a vegan and she is (obnoxiously) health conscious and exercises all the time. Another common way we take a mental short-cut is with the representative heuristic. We want habit! Training Employees on Nonverbal Clues.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

DECEMBER 12, 2016

If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Meeting Expectations Isn’t Always Enough. But here’s where meeting expectations can get a bit dodgy. Sometimes, even if you meet these expectations, it might not be enough. Trade in Old Thinking for New.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

JULY 16, 2020

If the experience meets our expectations, then our memory will be positive. If you build up the experience to the point you can’t deliver on the promise, you will sabotage your successful outcome by disappointing customers and not meeting their expectations. However, it was never as good as I thought it was going to be.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

JUNE 4, 2020

An example could be using Zoom for long-distance meetings. Then, he had a meeting with three people in Atlanta and later that day caught up with a friend who lived in Australia. Sutherland doesn’t think most organizations, and particularly management consultants, have been immune to trading ingenuity for certainty.

Consulting 390

Consulting Consulting Advertising Analytics 390

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

FEBRUARY 15, 2017

Now I have plenty of time to review it before the meeting on Monday.” In our customer experience consultancy, I always tell my team, “None of us is as clever as all of us.”. Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s leading Customer experience consultancy & training organizations.

Construction 382

Construction Consulting Consulting Education 382

Beyond Philosophy

OCTOBER 29, 2020

One of the remarkable things that came out of the training was the idea that you should have a plan and objective for every meeting. It would be best if you also articulated those things beforehand, estimate the time needed for the meeting, and then stick to it. If it is at the end, then that tells me a lot.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

ShepHyken

OCTOBER 25, 2021

CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. My Comment: To wrap up this week’s roundup, here’s a great list of customer service quotes that will inspire, motivate, and give you something to talk about at your next meeting. Thank you CH Consulting Group!).

Customer Service 380

Customer Service Chatbots B2C Consulting 380

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. The post What You Must Know About Your Bias in Decision-Making appeared first on Customer Experience Consulting.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

AUGUST 23, 2017

While it is always our goal to show growth in all of these areas with any recommendation we make in our global Customer Experience consultancy, we do not choose these areas as our indicators of success. Give your reports priority in meetings. When there is a team meeting, the agenda shows what is most important to the organization.

Metrics 331

Metrics Consulting Consulting Finance 331

CSM Magazine

OCTOBER 30, 2024

Most other software requires multiple weeks and implementation fees to deploy an AI agent, but we’ve designed Freddy to be deployed without code or consultants in minutes.” “Freddy AI Agent is a game-changer for organizations looking to accelerate customer service and employee service, fast.

Banking 52

Banking Consulting Consulting Enterprise 52

Beyond Philosophy

OCTOBER 10, 2016

As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. Sometimes, even with clear expectations and the ability of the product to meet those expectations, there are other influences on the customer’s evaluation of his or her experience.

Consulting 419

Consulting Consulting Banking Customer Experience 419

Beyond Philosophy

JULY 25, 2020

Your experience design should meet those expectations, or you could end up with an “area of conflict” with customers. We then capitalize on this by improving your customer experience to meet these needs thereby retaining and acquiring new customers across the market. Many times, customers want to feel in control.

Advertising 393

Advertising Sales Consulting Consulting 393

Beyond Philosophy

APRIL 23, 2021

It is also essential to understand that you can meet customers where they are, like in my examples above, or move them to where you want them to be. Figuring out where customers are allows you to meet them where they are or move them where you want them to be. Can you move them to one or the other if necessary?

Government 435

Government Consulting Consulting Customer Experience 435

Beyond Philosophy

FEBRUARY 6, 2019

As Customer Experience consultants, we see this all the time. The metrics you choose should line up with your actions and the goals you are trying to meet. Once the experience meets expectations, then you can take it to a new level. The 75 percent that Thompson describes makes sense to me.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

FEBRUARY 21, 2020

Where AI Meets CX: The Remarkable Future for Humanizing Brands. The post The hidden success for brands in the future appeared first on Customer Experience Consulting. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This podcast is produced by Resonate Recordings.

Chatbots 395

Chatbots Consulting Consulting Technology 395

ShepHyken

OCTOBER 20, 2020

Companies must be ready to meet their customers on these new channels and provide a consistent consumer interaction experience. 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 73

Customer centricity Engineering Consulting Consulting 73

Beyond Philosophy

MAY 14, 2020

Of course, we don’t always meet the people we are interacting with face-to-face. In our business-growth consultancy, we developed our Memory Maker Training , which teaches the team about these psychological principles and how to incorporate them into daily interaction with customers. Look for what you have in common.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

NOVEMBER 14, 2020

He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. We then capitalize on this by improving your customer experience to meet these needs thereby retaining and acquiring new customers across the market. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

ShepHyken

NOVEMBER 20, 2020

Allow employees to have some room for creative solutions without consulting the leader or manual on everything. The workshops are customized to meet the unique needs of your employees. Consider these meetings to keep the feedback flowing: Weekly group meetings. Empower Employees to be Creative Problem Solvers.

Customer Service 375

Customer Service Chatbots Education Feedback 375

Beyond Philosophy

NOVEMBER 2, 2016

When a business doesn’t meet customer expectations, customers may feel irritated, angry, annoyed or disappointed. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Astonishing BIG Gains from Little Changes! The post Outrageous!

Advertising 419

Advertising Consulting Consulting Customer Experience 419

AWS Machine Learning

AUGUST 21, 2024

The Live Meeting Assistant (LMA) for healthcare solution is built using the power of generative AI and Amazon Transcribe , enabling real-time assistance and automated generation of clinical notes during virtual patient encounters. The Live Meeting Assistant (LMA) for healthcare facilitates efficient documentation following patient visits.

Healthcare 122

Healthcare Consulting Consulting APIs 122