Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 195

Consulting Consulting Education Customer Experience 195

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry?

Contact Center 288

Contact Center Consulting Consulting Call Center 288

Beyond Philosophy

DECEMBER 2, 2023

.’ 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. Click here to learn more about Professor Ryan Hamilton of Emory University.

Customer Experience 359

Customer Experience Consulting Consulting Education 359

ShepHyken

JANUARY 26, 2025

Each year, a new metric emerges, championed by analysts or consultants claiming it solves the limitations of its predecessors. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. My Comment: Im a big fan of CX metrics like NPS, CSAT, etc.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

ShepHyken

FEBRUARY 20, 2024

She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Our customers’ time is precious, and we must respect it.

Metrics 393

Metrics Customer Service Consulting Consulting 393

ShepHyken

NOVEMBER 20, 2020

Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees. It will help your team understand the purpose of each action.

Customer Service 371

Customer Service Chatbots Education Feedback 371

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. Connect with Shep on LinkedIn.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion.

Technology 331

Technology Consulting Consulting Customer emotions 331

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. After a list is tallied, an interesting observation can be made.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

ShepHyken

APRIL 30, 2024

Siegel+Gale is a consulting firm that specializes in making brands simple. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. They’ve complicated their message. The concept of simplicity is financially powerful.

Entertainment 246

Entertainment Consulting Consulting Surveys 246

Beyond Philosophy

JUNE 20, 2016

I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. One client in the UK who wanted to conduct a one day workshop with their senior team. Company Politics . because that’s what it felt like.

Consulting 283

Consulting Consulting Customer Experience Marketing 283

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Provide them with checklists, guides, and best practices. Regularly update training materials based on customer feedback.

B2C 346

B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

JANUARY 17, 2018

One area that I see this play out a lot in my experience as a Global Customer Experience Consultant is with customer complaints. I was running a workshop in the states for a mobile company when the sales manager came in late. Many organizations don’t respond to complaints quickly enough, and when they don’t, the complaints escalate.

Entertainment 314

Entertainment Accountability Consulting Consulting 314

Beyond Philosophy

JUNE 8, 2016

In our Customer Experience Consultancy, we find that establishing the CES requires collaboration and workshopping by a cross-functional team throughout your organization. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 283

Consulting Consulting Customer Experience Personalization 283

Beyond Philosophy

OCTOBER 29, 2020

I was running a workshop with a utility client many years ago about the concept of Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Culture change is not easy. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

DECEMBER 22, 2023

.’ 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. Click here to learn more about Professor Ryan Hamilton of Emory University.

Consulting 221

Consulting Consulting Education Customer effort 221

Beyond Philosophy

DECEMBER 8, 2023

.’ 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. Click here to learn more about Professor Ryan Hamilton of Emory University.

Airlines 221

Airlines Consulting Consulting Education 221

Beyond Philosophy

DECEMBER 29, 2023

.’ 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. Click here to learn more about Professor Ryan Hamilton of Emory University.

Consulting 221

Consulting Consulting Customer centricity Education 221

Beyond Philosophy

OCTOBER 5, 2023

In the early days of Beyond Philosophy, our consultancy agreement used to break down every single element of our service with a corresponding price. It led to some tricky conversations about us defending our consultancy fees. Colin has conducted numerous educational workshops to inspire and motivate your team. Click here !

Airlines 379

Airlines Consulting Consulting Education 379

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

DECEMBER 16, 2023

The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience.

Consulting 195

Consulting Consulting Education Marketing 195

Steve DiGioia

DECEMBER 5, 2016

Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. I advise my consulting clients to identify three things they would want customers to say or think about the organization after any interaction. Dennis Snow.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Connect with Shep on LinkedIn.

Customer Service 219

Customer Service Journey mapping Customer Care Consulting 219

CCNG

SEPTEMBER 13, 2023

Using external consultants to conduct a 2 1 2 day “discovery” workshop then entering the Digital Enablement phase to deliver targeted digital capabilities that were identified during the Digital Discovery process. Leaders model these behaviors and call out agents who exhibit these behaviors.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

JUNE 17, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. In this article, you’ll read how some retailers are dealing with theft while not inconveniencing their customers. Connect with Shep on LinkedIn.

Customer Service 213

Customer Service Consulting Consulting Enterprise 213

ShepHyken

JUNE 2, 2024

So, we asked our consultants panel for their best advice on how to firmly (but politely) handle these conversations for the best possible outcome. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 206

Customer Service Chatbots Metrics Consulting 206

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ijgolding

MARCH 14, 2017

Normally a CX expert is drafted in and a workshop created for the key stakeholders. You may use a consultant to help facilitate the workshop and even help draft a plan, however it is more likely that you will know more about your industry and customers that he or she does. Therefore, the company own the plan.

Customer Experience 59

Customer Experience Consulting Consulting Government 59

ShepHyken

FEBRUARY 1, 2019

In addition, make the training a hands-on experience; a classroom-like environment with workshops is better than one jumbled lecture-like session. As a Senior CRM Consultant for Indusa , Dawn Gucciardo is a functional leader, helping clients plan, implement, and adopt leading customer enablement technologies.

Customer centricity 233

Customer centricity CRM Finance Coaching 233

Myra Golden Media

MAY 1, 2018

In two months, I’ll fly out to Montreal to facilitate the workshop. Asking my clients what their single most significant challenge is, forces them to hone in on what keeps them up at night, and it tells me exactly where to focus in my workshop. I just got off of a productive and inspiring video conference with a new client.

Consulting 149

Consulting Consulting Customer Service Customer Experience 149

ShepHyken

AUGUST 12, 2016

As customer service consultant John DiJulius often says, “The answer is YES; now what’s the question?”. Adam Toporek is an internationally recognized customer service expert, keynote speaker , and workshop leader.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Call Center Weekly

JANUARY 10, 2018

Jeannie Walters is a customer experience and patient experience speaker, a writer, and a consultant with more than 15 years experience in assisting all types of companies, including Fortune 500. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

Outsource Consultants

MARCH 17, 2025

At Outsource Consultants, we’ve seen firsthand how effective Philippines recruitment can transform customer service operations. Regular skill-building workshops can help agents stay current with industry trends and technologies. Management should show more involvement in the onboarding process and not leave it solely to HR.

Call Center 67

Call Center outsourcing Education Consulting 67

ShepHyken

JANUARY 28, 2024

Alexander Group releases Customer Experience Research by Businesswire (MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report. Keep innovating and properly staff for the customer willing to use self-checkout and needs help.

Customer Service 178

Customer Service Consulting Consulting Customer Experience 178

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

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Customer Experience Chief Customer Officer Consulting Consulting 130