CCNG

DECEMBER 18, 2024

Most likely it is a natural desire within your personality to serve others. The good news is that one positive person in the middle of an organization full of negative individuals can make a huge difference. Be that person! That is when you have to dig deep and remember what motivates you to deliver great customer service.

CCNG 195

CCNG Consulting Consulting Customer Service 195

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? So, for instance, if you see somebody cut somebody else off in traffic, you might conclude that the person is a bad driver. You might even think that “lousy driver” is a core characteristic of them as a person. .

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there. In my experience British companies like to do things by themselves rather that invest in bringing in consultants like ours. Time and Effort.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

Customer Service 191

Customer Service outsourcing Customer Support Chatbots 191

ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture. As technology is changing faster than ever, the trends are changing as well. Engage, Delete, Ignore or Snub?

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. Send a Personal Welcome. There are many ways to send a personal welcome —?for 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. To Wrap It All Up.

Consulting 354

Consulting Consulting Enterprise B2B 354

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience. Theres power in personalization.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

Beyond Philosophy

MAY 14, 2020

So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. Ahearn says where people make a mistake is by trying to get the other person to like them. You want them to go in and clean their room. Cialdini’s Six Principles of Influence .

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

JUNE 1, 2021

Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. About: Natalya Berdikyan is the founder and CEO of Life By Design Academy and Frontline Consulting. Can internal or external factors influence a person’s energy? What can block a person’s energy?

Construction 366

Construction Consulting Consulting Customer Service 366

ShepHyken

JULY 1, 2020

I have consulted hundreds of tech companies and I can’t even tell you how many of them say, ‘we are trying to automate the relationship with our customer.’ Just be careful you don’t lose the personality of your company. If they leave and take 3 out of 4 customers with them, that could be painful to a company.

Self service 413

Self service Consulting Consulting Surveys 413

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs. We employ the phone for personal contact with friends and family. We Love Our Phones.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

SEPTEMBER 4, 2017

Except that this is Walmart, a place where personal interactions fail so miserably that anything that gets you out of the store is bound to be an improvement! As a customer experience consultant, I wish Walmart was putting more effort into improving its in-person experience. Technology simply can’t replace the human touch.

Consulting 396

Consulting Consulting Technology Customer Experience 396

Beyond Philosophy

SEPTEMBER 11, 2017

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. 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

JANUARY 8, 2021

Usually, when people talk about that, it’s in the third person, meaning that someone will impose the new normal upon us. I would encourage us to put that in the first person. As I mentioned before, your customers have changed through their personal experiences. We hear the phrase ‘the new normal’ a lot.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

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. ” These Whoa-moments are what people talk about in person and online. ” but the moment that makes customers say, “Whoa!”

Consulting 334

Consulting Consulting Customer Experience Marketing 334

Beyond Philosophy

JULY 16, 2022

26:08 Both Ryan and Colin share their insights on how organizations can respond to customers that are bombarded with price hikes and personal cutbacks that build relationships instead of destroying them. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Surveys 394

Surveys Consulting Consulting Customer Experience 394

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 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

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. The idea behind long-form advertising is if the person is willing to engage with a long-form ad, then it is evidence that they are into it, which leads to more investment. . Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

ShepHyken

AUGUST 23, 2022

Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. Think about the people you have relationships with in your personal life (your spouse, your kids, your relatives, your close friends).

Journey mapping 314

Journey mapping Advertising Consulting Consulting 314

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. You can’t beat personal interaction.? . This could take the form of appointment shopping and providing what amounts to personal shopper services to customers. Retailers need to focus on customization as well.

Consulting 366

Consulting Consulting Sales Self service 366

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

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

MARCH 27, 2021

05:11 Faure-Field shares how music reflects the brand personality that you want to show your customers. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post Sound and Smell: The Crucial Missing Aspect in Your CX Design appeared first on CX Consulting.

Transportation 369

Transportation Consulting Consulting Call Center 369

Beyond Philosophy

NOVEMBER 29, 2018

We spoke with Amit Sharma, CEO of Narvar and consultant to brands like Apple, Levi’s and Walmart, about how to keep up the emotional engagement with your customers even when interacting through technology. They include: Connect with shoppers: In-person is different than online for obvious reasons.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

Beyond Philosophy

JUNE 4, 2020

Sutherland says that what used to kill video conferencing was that the least technological person determined the video conference’s quality. Sutherland doesn’t think most organizations, and particularly management consultants, have been immune to trading ingenuity for certainty. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 390

Consulting Consulting Advertising Analytics 390

TeleDirect

JANUARY 30, 2025

Time-Consuming Administrative Tasks Attorneys and legal staff spend a significant amount of time fielding calls, scheduling consultations, and handling client inquiries, reducing their availability for case preparation and court proceedings. Clients can book consultations without delays. Automated reminders reduce no-shows.

Call Center 119

Call Center outsourcing Consulting Consulting 119

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. The post What Do The Pioneers of Customer Experience See for The Future appeared first on CX Consulting. Joe Pine is the author of the book that started it all, The Experience Economy.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Beyond Philosophy

APRIL 28, 2019

The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. 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? What Customer Emotions Drive the Most Value. I didn’t know.

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

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. This tendency is real in retail situations and even at a personal level with salary or hourly rates. We Feel Losses About Intangible Items, Too. Follow Colin Shaw on Twitter @ColinShaw_CX.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

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

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. Satmetrix Systems, Inc., and Fred Reichheld.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

OCTOBER 29, 2020

It should come as no surprise that when it was time to go live, their sector wasn’t ready because that senior person convinced everybody that it wouldn’t work. In other words, you might have to fire someone who isn’t on board, particularly if that person is a high-profile, senior person.

Airlines 417

Airlines Customer centricity Call Center Quality management 417