Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed. How do you keep integration between your channels?

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. However, what the Forrester Consulting survey revealed is that this real-time data isn’t helping CX, at least not at the moment. What is a CX Data Platform? Use of a single data point.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

DECEMBER 30, 2021

However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . It makes you feel better about the present when planning for an uncertain future.

Personalization 195

Personalization Consulting Consulting Quality management 195

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! So, I named my company Beyond Philosophy.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. 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

Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. If a person is cognitively depleted (Read: tired), then they are far more likely not to participate and look for an easier path of resistance (read: your competition’s experience). Quite a lot, it turns out.

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

NOVEMBER 22, 2016

Andy loves to be unique and surprising to the people he cares about – in both his personal and professional relationships. Andy Masters is an award-winning author and international speaker who has written 5 books, earned 4 degrees, and presented hundreds of programs on a variety of sales/service, leadership, and personal development topics.

Consulting 319

Consulting Consulting Sales Personalization 319

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. I had a terrible presentation to a C-suite for a retail client once. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

JULY 9, 2020

It presents an opportunity to use what we call a Golden Question. A Golden Question is a sort where the answer reveals the “type” of person the respondent is. Second, you can examine how to customize your present experience to serve their needs and concerns and maximize your flexibility.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 870

Transportation Surveys Consulting Consulting 870

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

Beyond Philosophy

NOVEMBER 10, 2015

In that famous test, researchers presented a marshmallow to kids and asked them to wait 15 minutes to eat it. Sometimes it is derailed by unavoidable problems, personal emergencies or health issues. The post Distraction is the Enemy of Productivity appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Consulting 385

Consulting Consulting Customer Experience Personalization 385

Beyond Philosophy

APRIL 28, 2019

15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. What Customer Emotions Drive the Most Value. I didn’t know.

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept. All people have different influences that come to bear on what they buy and from whom.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. Key Takeaways. Click here find out more.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Beyond Philosophy

SEPTEMBER 13, 2017

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? When the third option was present, what should have happened? I understand this thinking; I am exactly this person. Not so fast. You rarely make decisions this way—and neither do your customers.

Consulting 373

Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

OCTOBER 4, 2018

I am a morning person. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. As a global Customer Experience consultant, I encourage my clients to design accommodations for this effect in the Customer Experience. For example.

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

SEPTEMBER 17, 2020

Even if a person doesn’t consider themselves “fashionable,” they know there are things they would rather look at than other things. . You will recall that Framing Effects refer to how the way you present choices affects people’s perception of them. There is a universal appreciation of aesthetics.

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

JULY 13, 2016

On how personalization can improve a customer’s online experience, the online retailer said it was important to examine “past transactions and entry points to serve relevant content.”. Q: Is Personalization imperative for Customer Experience. When you personalize the experience for a person, they feel cared for, valued, appreciated.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. Once you have the buy-in from your organization, you need to figure out what you need to change in your present experience to evoke these emotions. It was a tough audience. To listen in , please click here.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

MARCH 7, 2019

I went to a presentation about the results of our research concerning customer satisfaction with some of our key products and services. I was taken by the fact the person presenting was presenting it as if to say, “I don’t know why I bother in presenting this to you.” I stopped her and asked her why.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

Beyond Philosophy

MAY 8, 2017

Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently because of the subconscious cues delivered by the soft drink’s branding and market personality. Colin is an international author of six bestselling books and an engaging keynote speaker.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

AUGUST 15, 2020

This slant is the result of our self-presentational concerns. In other words, we don’t want to come across as a negative person. Professor Melumad says there are two important points about these boundary conditions, which include: People are more likely to disclose personal information on their phones than their computers.

Consulting 345

Consulting Consulting Surveys Personalization 345

Beyond Philosophy

MAY 30, 2016

As Customer Experience Consultants, we talk about White Lab Coat moments , which describe how you make a judgment about something based on the appearance of an icon. Most people applied shocks marked “XXX” to the other person merely because the person telling them to was wearing a white lab coat, an icon of authority.

Consulting 283

Consulting Consulting Personalization Accountability 283

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 describes a day where he presented to 40 people in Romania via Zoom. The post The Surprising Power of Ideas That Don’t Make Sense: Part 2 appeared first on CX Consulting.

Consulting 390

Consulting Consulting Advertising Analytics 390

Beyond Philosophy

JANUARY 15, 2019

Research shows that when more testosterone is present in the body, people are more likely to engage in risky behavior. The way choices are presented changes our risk tolerance. The chances you take as a young single person might be different than ones you take as a parent with a mortgage.

Consulting 257

Consulting Consulting Accountability Customer Experience 257

Beyond Philosophy

NOVEMBER 24, 2015

What I have done to good effect is to get different people from across the organization to interview the person as well. We like to see how the person uses their initiative to prepare for the interview—or doesn’t. I judge the plan by how they present it and the thought behind it. Do they have that positive, Can-do attitude?

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

Beyond Philosophy

SEPTEMBER 24, 2020

Professor Hamilton explained that science is a rigorous identification and measurement of phenomena, leading to understanding it systematically and then presenting it with a causal link or a theory. appeared first on CX Consulting. The world has changed drastically in the last seven months, let alone seven years!”

Entertainment 348

Entertainment Consulting Consulting Finance 348

Beyond Philosophy

OCTOBER 9, 2017

For example: They present a consolidated view of my activity with the company. When someone sees the company provides an 800 number to call when troubleshooting (Stimulus), customers feel “comforted” and “relieved” (Response), and these feelings make them likely to recommend the company to another person (Effect).

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

MARCH 28, 2016

Mistake #2: Ignoring how your present experience makes Customers feel. It is essential to convert employees to invest personally in your brand promise and give them proper training on how to live up to it. We know this because we put it into practice for many organizations all over the world—and have the results to prove it.

Customer Experience 283

Customer Experience Consulting Consulting Call Center 283

AWS Machine Learning

SEPTEMBER 18, 2024

Personalization has become a cornerstone of delivering tangible benefits to businesses and their customers. We present our solution through a fictional consulting company, OneCompany Consulting, using automatically generated personalized website content for accelerating business client onboarding for their consultancy service.

Personalization 126

Personalization Construction Consulting Consulting 126

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. However, in China, the ideas I present in that book from almost 15 years ago, are all new. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Billions of them.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

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

Beyond Philosophy

JANUARY 1, 2022

I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. Now, we do, and not just in our personal lives. We have personal relationships in business, too. appeared first on CX Consulting. Key Ideas to Improve your Customer Experience. Is This True?

Engineering 259

Engineering Consulting Consulting Customer Experience 259

Beyond Philosophy

JULY 20, 2021

Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy. For me, the answer was to strike out on my own and start my consultancy.

Consulting 370

Consulting Consulting Education Entertainment 370