Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. What emotions are we trying to evoke?

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Interaction Metrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Beyond Philosophy

JANUARY 23, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

MARCH 5, 2015

The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. View our books on Customer Experience here.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. The Consequence of Choice.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

OCTOBER 14, 2014

Trust and the Customer Experience. Emotions are an important part of any customer experience. How a customer feels about the company is an integral part of their loyalty to it. Emotions evoked by the branding, the reputation, and the actions of an organization should build trust. Which ones do poorly?

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

DECEMBER 23, 2014

Expectations are associated with our choice of vacation, the gifts we give and receive at the holidays, and the Customer Experiences we receive from the organization. Disappointment is an emotion caused by the nonfulfillment of your hopes or expectations. It is an emotion most of us would rather avoid at the holidays.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

NOVEMBER 3, 2014

If the success and dollar in the UK are any indications, home delivery of goods, groceries or otherwise, could be an enhancement to the Customer Experience in the US. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

NICE inContact

OCTOBER 10, 2019

I can even think back to great experiences I’ve had with mint chocolate chip ice cream ever since I was a boy in a bathing suit. Talk about customer retention. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience.

Customer retention 70

Customer retention Customer Experience Customer emotions Contact Center 70

Beyond Philosophy

OCTOBER 21, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. What Your People Need to be More Customer Focused.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Much of this value derives from how your Customer Experience makes them feel. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention. Source: Intuit.

Customer retention 95

Customer retention Sales Marketing Scripts 95

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? As you’d expect, it’s all about the data.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

OCTOBER 15, 2022

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. Key Ideas to Improve your Customer Experience. AI isn’t perfect.

Journey mapping 195

Journey mapping Customer emotions Consulting Consulting 195

Beyond Philosophy

DECEMBER 3, 2015

Have you designed these emotions to be evoked in your marketing? To do your job effectively you should understand how emotions are evoked and design this into your Customer Experience or campaign. You therefore need to understand behavioral economics and how to make the most of Customer’s irrationality.

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

OCTOBER 21, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. What Your People Need to be More Customer Focused.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 6, 2015

Target and Snapchat: The Power of Customer Loyalty. 4 Ways to Gain Customers’ Trust in Data Security. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX.

Banking 406

Banking Consulting Consulting Government 406

Beyond Philosophy

JUNE 4, 2015

Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies. And, branding the customer experience requires that the brand’s image, its personality if you will, is sustained and reinforced in communications and in every point of contact.

Airlines 360

Airlines Marketing Enterprise Advertising 360

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

NICE inContact

SEPTEMBER 18, 2019

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. But at the end of the day, if the customer isn’t in on the conversation, we’re talking in abstraction. Customer experience is emotion. It is how a company makes a customer feel. Plain and simple.

Customer Experience 78

Customer Experience Customer retention Customer emotions Customer Service 78

Outsource Consultants

FEBRUARY 25, 2025

They enhance customer experiences, streamline operations, and boost sales. Businesses that effectively use call center services often see significant improvements in customer satisfaction and revenue. This level of personalization not only enhances the customer experience but also increases the average order value.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? Increase in Customer Retention Can CX enhance customer retention? It surely can.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Customer Service Technical Support Analytics 159

Beyond Philosophy

JUNE 20, 2015

As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. The second, a B2B example, involves a major business services firm.

B2C 257

B2C B2B Metrics Entertainment 257

Beyond Philosophy

JULY 28, 2015

Let’s take a look at my two experiences and see what we all can learn about fulfilling the brand promise for our Customers at the Customer Experience level. First: The Yukon Experience. Therefore, the next step was a visit to the local dealers.

Finance 299

Finance Advertising Sales Surveys 299

VocalCom

MAY 28, 2018

When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

ProProfs Blog

AUGUST 28, 2019

While customer satisfaction and increased customer engagement are worthy goals, the path to attaining these is by crafting a strong emotional connection with the customers. Importance of Customer Emotions. Managing Customer Emotions in a Data-Driven World. Create Target Customer Personas.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83