Beyond Philosophy

DECEMBER 19, 2017

Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. I founded Beyond Philosophy in the UK back in 2002.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

JANUARY 29, 2021

Our Customer Service department did a customer survey every year. So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey. Scientific studies often show that one small change produces enormous outcomes. It sounds ridiculous, but it’s a true story.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. The principles of behavioral economics, which is the study of how psychology affects human behavior concerning buying decisions, provide this knowledge.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

JANUARY 30, 2017

Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? I have lied about this. I’d wager you have, too.

Surveys 359

Surveys Consulting Consulting Customer Experience 359

Beyond Philosophy

MARCH 7, 2019

Tool #1: Surveys. Surveys are an oldie-but-a-goodie. Marketing Research circles rely on survey methodology by asking people to rate on a scale or asking people to select an option. Most people can write a decent survey question that is clear and unbiased. Moreover, there is a lot of history with surveys.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

Beyond Philosophy

FEBRUARY 10, 2015

Body language is something we talk a lot with our clients about when we consult them on Customer Experience. The name refers to the famous Milgram Study where participants administered what they thought were lethal shocks to a fellow participant when prompted by the authority in the “white lab coat.”

Consulting 338

Consulting Consulting Surveys Customer Experience 338

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. Such studies tend to be repeated, so both have rich historical data.

B2B 130

B2B outsourcing Customer centricity Consulting 130

Beyond Philosophy

AUGUST 15, 2020

Study participants found the emotional content more compelling than other reviews. Also, it would be best to data-mine the survey to get more candid feedback on your experience since people tend to be more accurate about their wants and needs through their mobile devices. Focus on smartphone-generated content for persuasive reviews.

Consulting 345

Consulting Consulting Surveys Personalization 345

ShepHyken

NOVEMBER 13, 2019

He shared a case study that I’ve often thought about and even referenced in my articles and videos. Professor Stern was hired to consult with IBM when they were selling computers. As customers were surveyed, they were asked to rank these 20 words based on how important they were to the decision of buying an IBM computer.

Customer Service 304

Customer Service Consulting Consulting Surveys 304

Beyond Philosophy

OCTOBER 11, 2019

For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We RICOH Canada also engages in Verbatim Zone Employee Engagement surveys. If you want to read more about RICOH Canada, please download our White Paper Case Study on their performance.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

B2C 353

B2C Customer centricity Feedback Upselling 353

Beyond Philosophy

JULY 12, 2018

As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. We find it reveals different information than a survey question. Triangulation refers to combining research methods to study the same behavior. The results that were once skyrocketing have plateaued.

Consulting 170

Consulting Consulting Customer centricity Surveys 170

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

JUNE 20, 2015

Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received. The study revealed that an overwhelming 75% of the company’s customers were communicating to others about the organization through offline and online channels.

B2C 257

B2C B2B Metrics Entertainment 257

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. Do it yourself, or engage with a customer experience consultant like us. They deserve it.

Customer Experience 285

Customer Experience Airlines Customer centricity Surveys 285

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Other studies show similar negative loyalty effects of complaints.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Other studies show similar negative loyalty effects of complaints.

B2C 231

B2C Banking B2B Consulting 231

Interaction Metrics

JANUARY 7, 2025

Customer Journey Mapping Consultants Drive Impact Partnering with customer journey mapping consultants ensures that companies follow a proven process, prioritize research, and align insights with company-wide goals. Consultants can help businesses clarify these nuances. Or, in our words, bad data in, bad insights out.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Beyond Philosophy

OCTOBER 8, 2022

25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. Complete this short survey. The Financial Times selected it as one of the best management consultancies for the last four years. 22:00 Hannesson explains how video has improved customer contacts and helped resolve issues more efficiently.

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

TechSee

MAY 7, 2019

2019 Survey: NFF Returns. TechSee , a global leader in visual customer assistance powered by AI and Augmented Reality, has released the results of a study on consumer behavior when returning non-defective electronic devices, revealing some eye-opening findings. Back to the store. TechSee polled more than 3,000 U.S.

Surveys 107

Surveys Entertainment Education Self service 107

Beyond Philosophy

MAY 29, 2021

06:54 Ryan explains the concept of Framing and shares a study about banking consumers in Israel that demonstrates how this works in marketing. 06:54 Ryan explains the concept of Framing and shares a study about banking consumers in Israel that demonstrates how this works in marketing. Complete this short survey.

Marketing 210

Marketing Consulting Consulting Banking 210

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. Secondary data includes any research from other organizations, consumer insight studies, data previously collected, or customer information. Most likely no. Secondary Data. Primary Research. Analyze Data.

Marketing 212

Marketing Customer Service Consulting Consulting 212

Beyond Philosophy

JUNE 19, 2021

Sometimes, the behavioral science works fine, but isn’t as dramatic as the study you read about it. Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. In the worst examples, behavioral science concepts don’t work at all.

Consulting 221

Consulting Consulting Customer Experience Surveys 221

ShepHyken

SEPTEMBER 7, 2020

eRep) We chose four experts in business, HR, customer service and employment consulting and asked them one question. New Global Mood Media Study Reveals Two-Thirds (67%) of Consumers Have Returned to Non-Essential Shopping In-Store by MTS Staff Writer. by Steve Williamson.

Construction 234

Construction Customer Service Feedback Customer retention 234

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. ENGAGE YOUR CUSTOMERS BY TALKING WITH THEM, NOT SURVEYING THEM.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Beyond Philosophy

OCTOBER 15, 2020

Moreover, the study of neuroscience and psychology has amassed more knowledge about the best way to apply it to consumers over the last ten years than it has over those disciplines’ entire history. Surveys tend to be a popular way to get feedback from customers. Per Carbone, people are aware of the impact of unconscious thought.

Customer emotions 327

Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! On a practical level, Killip says their clients survey consumers to understand consumers’ views and what they’re doing, thinking, and feeling to feed into their customer strategy. Demands change, too.

Surveys 195

Surveys Consulting Consulting Metrics 195

Beyond Philosophy

OCTOBER 1, 2022

26:41 We discuss how we sometimes misremember things, as studied by Elizabeth Loftus and presented on her TED Talk. Complete this short survey. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Memory Mini series 3/3) appeared first on CX Consulting.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

APRIL 3, 2021

Oxford University’s anthropology professor Robin Dunbar discovered this number by studying monkey groups and extrapolating that number to match the human brain’s capacity. Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

Management 195

Management Consulting Consulting Surveys 195

Beyond Philosophy

JANUARY 16, 2018

The article’s author, though, quoted a study his company had conducted, saying that fewer than half of the CX professionals included felt that their colleagues shared this belief. Identify and evaluate the needs and interests of each group, through targeted surveys and group processes. This often begins with employees.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Beyond Philosophy

JANUARY 9, 2021

People who study how consumers make buying decisions use concepts from the Behavioral Sciences to explain customer behavior. Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. 02:50 We explain what we mean by the term Digital Nudging.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Connecting the Dots

OCTOBER 4, 2024

Reflections On 20 Years Of Investigating Rage & The New Age Of Rage THIS IS THE TENTH EDITION OF THE NATIONAL CUSTOMER RAGE SURVEY This wave of the National Customer Rage Survey marks the tenth edition of the rage study, dating back to 2003.

Surveys 62

Surveys Construction Customer Care Government 62

ShepHyken

JANUARY 28, 2024

The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P. My Comment: Perhaps you’ve experienced self-checkout at a grocery store or some other retailer.

Customer Service 183

Customer Service Consulting Consulting Customer Experience 183

Toister Performance Solutions

DECEMBER 10, 2020

Two prominent consumer studies show that customers perceive that service is getting worse. The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. I conducted a survey of 1,084 U.S. First Name. *.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

Beyond Philosophy

FEBRUARY 15, 2021

It’s not that too many choices are a bad thing in all situations, but it was in the context of the research parameters used for that study. She had access to large-scale global tracker survey responses that numbered in the millions. appeared first on CX Consulting. Follow Colin Shaw on Twitter @ColinShaw_CX.

Finance 221

Finance Consulting Consulting Metrics 221

ShepHyken

AUGUST 4, 2016

Studies have shown that negative experiences have more staying power than positive ones; not only are people more likely to remember them, they are more likely to tell others about them, too. Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work.

Analytics 202

Analytics Employee engagement Morale Surveys 202