ShepHyken

MARCH 3, 2025

My Comment: We kick off this weeks Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!

Customer Service 201

Customer Service Customer advocacy Healthcare Consulting 201

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

OCTOBER 12, 2016

Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

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

DECEMBER 19, 2017

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. There’s no better time than the present, either.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. In our customer experience consultancy, we do this by conducting customer mirrors where we stand in the customer’s shoes at each point along the buying journey. The Apple Store Will Be No More!

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

MARCH 12, 2015

I am sure that you raised your hand a few times during this presentation. In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

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. The post The 7 Telltale Signs of a Company NOT Committed to Customers appeared first on Customer Experience Consulting.

Customer centricity 355

Customer centricity Consulting Consulting Customer Experience 355

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. It is not just fringe Internet groups that do this, however.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

FEBRUARY 3, 2020

How you present information has a significant effect on how your customers perceive the message. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

Marketing 327

Marketing Consulting Consulting Customer Experience 327

Beyond Philosophy

SEPTEMBER 12, 2016

As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. But then, when that same person smells a delicious and unhealthy churro, they ignore the salads Disneyland presents and buy the churro because “I’m on vacation, and I deserve a treat”. Destroying Brand Experience, One at a Time.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

DECEMBER 2, 2023

AI presents opportunities to shift some routine tasks from human employees to virtual ones. ’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.

Customer Experience 359

Customer Experience Consulting Consulting Education 359

Beyond Philosophy

OCTOBER 20, 2015

Start by explaining how feelings influence how a Customer behaves, follow up with an example of how your present experience creates these feelings, then propose a way to change those parts of your experience to be better. Secondly, understand how your experience evokes emotions at present. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

Beyond Philosophy

JUNE 28, 2017

When we work with companies in our customer experience consultancy, we urge them to look at changes from the “outside in,” evaluating the impact on the customer’s experience before committing to something new. The way a company presents these changes is critical. Consider Your Customers. One critical fact that Prof.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

Beyond Philosophy

JANUARY 23, 2020

presenting it in terms that show what’s in it for them) and soft-skills training for the team. . Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. You should define the strategy for how to improve those identified areas that drive value.

Consulting 444

Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

AUGUST 16, 2017

How committed are you to your present employer? In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. For example, a manufacturer of premium pet food used the following to find out if a pet-owner was their target: Do you buy a present for your pet on their birthday? Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

MAY 17, 2017

It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely. The personalized experience presented does not provide value. What is a CX Data Platform? Use of a single data point.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

JULY 9, 2020

It presents an opportunity to use what we call a Golden Question. Second, you can examine how to customize your present experience to serve their needs and concerns and maximize your flexibility. The post What A Face Mask Can Do for Customer Segmentation appeared first on CX Consulting.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

FEBRUARY 27, 2020

Known as the “Marshmallow Test,” researchers at Stanford presented the child with a marshmallow and said, “You can eat this if you want to, but if you can wait to eat it until I get back, then I’ll give you two marshmallows.” . The post Getting Over the “I Want It Now” Mindset appeared first on Customer Experience Consulting.

Consulting 468

Consulting Consulting Education Sales 468

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. The contact centres of the future may look very different, but they will always be present in a customer-centric world. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 363

Interactive Voice Response Customer centricity Consulting Consulting 363

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. If they waited, researchers told them they would get a second marshmallow.

Consulting 385

Consulting Consulting Customer Experience Personalization 385

Beyond Philosophy

NOVEMBER 8, 2018

I presented Seven Key Strategic Questions Critical to Customer Experience in my keynote address there. It usually takes examining your experience from the outside in, as if you were a customer, to discover how the moments in your present experience affect your subconscious. What can these businesses do? How can they adapt?

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

FEBRUARY 10, 2020

An example I use many times in my presentations is our work with Maersk Line. They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes. Maersk is the largest container shipping company in the world.

Consulting 430

Consulting Consulting Entertainment Telecommunications 430

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

APRIL 28, 2019

15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. 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.

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

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

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? Not so fast. You rarely make decisions this way—and neither do your customers. But don’t feel bad that you didn’t know.

Consulting 373

Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

NOVEMBER 11, 2021

Hence the five rules I present today. Years ago, my global Customer Experience consultancy did work with a ferry company in the UK. Consider how much money you would have to pay a consultant to discover the various missteps your customers experience with you. (Complaining is something I have been doing a bit more these days.)

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

NOVEMBER 9, 2016

Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline. You must find out where you are to plot where you want to go. How to Measure Customer Emotions.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 12, 2020

However, you don’t force people in a direction; instead, the way you present the options with subtle clues affects what they choose. So, to take this idea into the digital space, consider how you can influence your customers to behave the way you want them to act with the way you present your online interaction choices. .

Chatbots 405

Chatbots Consulting Consulting Government 405

Beyond Philosophy

FEBRUARY 10, 2022

An organization would be remiss in presenting the latest insights without consulting previous findings alongside them. . The post Why Your Measurement is Killing Your Customer Experience And What to Do About it appeared first on CX Consulting. You have accumulated knowledge from before. Subscribe today right here.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

SEPTEMBER 22, 2015

They also present the option to leave your number for a Customer Service agent to call you back. The post 3 Things Great Companies Do for Customers appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Colin is an international author of four bestselling books and an engaging keynote speaker.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

JUNE 4, 2020

Sutherland describes a day where he presented to 40 people in Romania via Zoom. Sutherland doesn’t think most organizations, and particularly management consultants, have been immune to trading ingenuity for certainty. 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

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

DECEMBER 14, 2016

Let’s say you have customers that are reluctant to move to an online e-statement, which is less expensive to produce and present than a traditional paper bill. However, the slow-down happens not because of what’s wrong with their present efforts; the slow-down happens because it’s time for what’s next. It can save you money.

Consulting 360

Consulting Consulting Customer Experience Management 360

Beyond Philosophy

DECEMBER 6, 2017

The nudge presents us a bargain too good to pass up, so we buy more shirts than we would have. If you want to watch Halpern’s presentation, here you go: Too Soon to Call. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359