ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. While the ultimate goal is always going to be making sales, you want customers to feel that they are in a familiar place with friends, rather than being approached as potential sales prospects.

Consulting 366

Consulting Consulting Sales Self service 366

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask.

Consulting 419

Consulting Consulting Personalization Accountability 419

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Increasing online prospects, lead generation and sales. Consumer interactions have changed as well.

B2B 382

B2B Journey mapping B2C Telecommunications 382

ShepHyken

NOVEMBER 22, 2016

Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” Andy loves to be unique and surprising to the people he cares about – in both his personal and professional relationships.

Consulting 316

Consulting Consulting Sales Personalization 316

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. Setting up proximal branding to the point of sale could help, too. Personalization is another way to increase the Availability of your product or service.

Marketing 427

Marketing Consulting Consulting Construction 427

Beyond Philosophy

SEPTEMBER 28, 2016

Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. That your personal contact information is safe and secure? My guess is that it is anything but peaceful at Yahoo’s headquarters in Sunnyvale, CA. Probably not.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

SEPTEMBER 18, 2016

However, her division was just fined $185 million for opening phony accounts to hit sales product goals, actions described by the Consumer Financial Protection Bureau (CFPB), as a “ violation of trust and an abuse of trust. ” There is always pressure to make your sales goals. She departs with over $124 million in stock and options.

Banking 416

Banking Construction Accountability Sales 416

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

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. and making a true emotional connection.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

SEPTEMBER 30, 2021

Our listener wants help convincing his team that using a free trial will help sales. So, yes, offering a free trial could increase sales by activating the Endowment Effect. . So, it’s easy to imagine that this free trial would increase sales. One of our podcast listeners wrote to us with a problem. The Trials of Trials.

Sales 195

Sales Advertising Customer centricity Accountability 195

Beyond Philosophy

NOVEMBER 21, 2017

I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. It has beefed up the number of sales associates, who will be decked in holiday attire. Retailers drop their prices to bring more shoppers into their stores.

Consulting 312

Consulting Consulting Sales Customer Experience 312

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

AUGUST 22, 2016

Many are now focused on creating a better in-store experience in hopes of motivating customers to shop in person. The “Macy’s on Call” service allows customers to type natural language questions into Macy’s website instead of asking a sales associate. These negative emotions not only decrease sales, they can destroy long-term value.

Consulting 0

Consulting Consulting Sales Customer Experience 0

Beyond Philosophy

JANUARY 14, 2015

As a customer experience consultant, hearing this represents an experience failure. The company has decided that it’s more efficient to handle your issue by a special function / area / desk / person. What would it take for our front line person to handle it? “You’ll Have To Call Customer Service”. you get the idea).

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. We find out where we disagree and what we are doing that is annoying to the other person. Let’s take my marriage as an example. Disagreements.

Airlines 338

Airlines Consulting Consulting Advertising 338

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. Sales of the jacket were good. 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

SEPTEMBER 15, 2015

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). If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This….

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. Names are, and knowing it immediately feels way more personal to most people.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

DECEMBER 11, 2017

Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? But as we listen to “Frosty the Snowman” for the third time in a single day, it’s fair to wonder: does all this holiday cheer help retailers make more sales, or help us enjoy shopping more? Do you feel excited to start your holiday shopping?

Consulting 378

Consulting Consulting Sales Customer Experience 378

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. “You were never trying to close a sale.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. Research has shown that both positive and negative emotions pass easily from one person to another – even over phone calls and social media , and even when neither party is aware it is happening.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

FEBRUARY 24, 2016

If your company has always been sales oriented, most of your compensation packages build on metrics centered around sales performance. The problem is sales-based comp plans focus on the organization, not the Customer. If you have, you know it’s because you know your boss cares for you as a person.

Management 283

Management Metrics Customer centricity Consulting 283

Beyond Philosophy

JUNE 13, 2016

Measured by any usual standard, this person is horribly unproductive. But the class clown might be the one person that keeps everyone’s spirits high and makes them want to come to work each day. With this person on the sales floor, customers have fun in the store, and that encourages them to buy more and come back again.

Consulting 283

Consulting Consulting Personalization Sales 283

Beyond Philosophy

APRIL 23, 2020

Before you judge her too harshly for her thinking, reflect on any item you sold at a garage sale or Craigslist and the counteroffers you passed on from interested buyers. When we do journey mapping in our business-growth consultancy to redesign an experience, many people at the organization are involved.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Beyond Philosophy

MARCH 31, 2020

So I waited a number of days but as the flight approached it was an exhausting and time-consuming experience, trying different numbers in different sales offices, writing e-mails no one bothered to reply to before I was able to convert my flight into an open-ticket one, for which I received no confirmation.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

SEPTEMBER 13, 2016

For instance, a 2009 social media use study by MarketingSherpa found that, among customers, learning about special offers and sales was a prime motivator for consumers to connect with companies through social media. Customer Advocacy Behavior: Personal Brand Connection That is More Than Loyalty, Word-of-Mouth, or Recommendation.

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

JANUARY 21, 2020

The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs. Furthermore, other people’s memories can mix in there too and connect to the personal memories a customer has of your brand. How AI will Change CX for the Future.

Construction 300

Construction Consulting Consulting Customer Experience 300

Beyond Philosophy

JUNE 26, 2017

Of course, the only reason they could buy Whole Foods is because the grocery chain founded in Texas in the late 70s has been suffering from declining same-store sales, among other challenges. Not coincidentally, Amazon is crushing clothing sales, too. Amazon is Thinking Out of the Box for Fashion Forward Customers. First the Women….

Consulting 305

Consulting Consulting Sales Customer Experience 305

Beyond Philosophy

NOVEMBER 15, 2017

They are focused on sales or margins or operational efficiency, and, to be fair, these areas are crucial to any business. However, putting the customer at the center of everything you do doesn’t have to conflict with sales, margins or operational efficiency. This concept is difficult for many organizations.

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams. Partnering with your sales team here can help.

B2C 346

B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

JULY 10, 2017

One French bookseller reported a 10% increase in sales after using the technology. Passengers wear an Ocean Medallion technology, which is a token they wear on their person that interacts with sensors all over the ship that record what the passenger is doing. It works, too. Case Study: Enhance Your CX With This Technology.

Airlines 313

Airlines Consulting Consulting Technology 313

Beyond Philosophy

OCTOBER 9, 2017

It can inspire actual behavior, e.g. getting a new sale or gaining a new customer, keeping an existing customer or losing a customer, etc. 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!

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

MAY 16, 2016

We are also guilty of thinking if we can just get that promotion, achieve that sales goal, get that brass ring, then we will be happy. I am no different; I thought when I started the world’s first Customer Experience consultancy it would make me happy! You might have heard that happiness is found within. I believe in this concept.

Consulting 0

Consulting Consulting Sales Personalization 0

Beyond Philosophy

FEBRUARY 1, 2016

Have you ever left a retail store after a sales associate approached you for the third time to tell you about a special offer? But when the text was personalized by addressing the applicant by name and having a person sign the text, the response rate increased. They merely reached out in a personal and encouraging way.

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

SEPTEMBER 24, 2020

When you look at people’s psychological attributes, like their personality characteristics, lifestyle, interests, and social classes, you can infer something about their behavior. Sure, there are outliers where a business makes a small adjustment to the process and ends up with 300% growth, or, to the contrary, a 50% loss in sales.

Entertainment 348

Entertainment Consulting Consulting Finance 348

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. Names are, and knowing it immediately feels way more personal to most people. Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

MAY 18, 2016

When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. I’m not personally a Macy’s shopper, but to me, department stores feel like throwbacks to an earlier time. ” Ouch. . ” Ouch. Shopping online is just as easy.

Consulting 283

Consulting Consulting Sales Customer Experience 283