Beyond Philosophy

DECEMBER 22, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

CSM Magazine

MARCH 19, 2025

These days are fading as conversational AI reimagines customer experiences across industries. More than ever, customers cannot tell whether theyre chatting with a human or AI, and increasingly, it doesnt matter as long as their problems are resolved quickly. Have you ever spent 45 minutes on hold just to ask a simple question?

Chatbots 52

Chatbots Banking Healthcare Multichannel 52

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 19, 2014

Blogs Social Media CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Net Promoter (..)

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

JANUARY 28, 2015

Blogs Employee Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences experts (..)

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

DECEMBER 7, 2016

We have a wide range of resources – ranging from learning the CX Essentials to the T ools for a customer centricity assessment. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

NOVEMBER 4, 2014

19 August 2014. < < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

JANUARY 12, 2015

Blogs Customer Experience Customer Research Conferences consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management customer experiences Customer Loyalty Customer (..)

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

NOVEMBER 9, 2016

To learn more about these fascinating and compelling concepts for business, please join our training for $59 which complements our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 7, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59!

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

DECEMBER 23, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

OCTOBER 12, 2016

If you enjoyed this post, you might be interested in the following blogs: · Industry Secrets Leaked: Predicting Customer Behavior. · How to Measure Customer Emotions. · What Can We Learn from Restaurants and Casinos? You can also join one of our live, online, interactive training courses.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

FEBRUARY 3, 2015

Blogs Subconscious Experience CEM CEO Conferences consultants consumer behaviour customer customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer (..)

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. As a result, the top talent is less likely to want to work there.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

JANUARY 26, 2015

The post You Can’t Legislate Customer Centricity appeared first on Beyond Philosophy.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

JANUARY 23, 2017

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. And that’s especially true in a highly competitive industry like tourism. It can’t see that today she’s hung over and filled with remorse, so another drink is the last thing she wants!

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

NOVEMBER 19, 2020

What Are Some of the Mistakes of the Past for Customer Experience? The three of us, along with moderator Chantel Botha of Brand love, discussed in the webinar and a recent podcast some of our past experiences working in this industry, where we are today, and where we are going.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: [link].

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

JULY 2, 2020

Moreover, many other companies in other industries are in the same boat. Moreover, the organizations that reimagine their Customer Experience are managing customer emotions and providing opportunities for new customer behavior that builds excellent memories that bring them back for more.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

OCTOBER 14, 2014

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 industry customer experience management Customer Experience Program customer experiences Customer Management (..)

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

AUGUST 10, 2016

From the Philippines: 86% of Filipinos would rather use digital channels to interact with other industries (not Telecom), which was higher than the global average of 74%. What I see in the numbers here is that while the survey was based on the Telecom industry, its trends are echoing throughout other industries as well.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

MAY 25, 2016

However, both the Employee and Customer Experience are suffering for another reason. Verizon has an internal focus, just like the rest of the telecoms industry. How to Measure Customer Emotions. Telecoms Are Notorious for Their Internal Focus. Consider the outsourcing of the call centers. Are You Inside-Out or Outside-In?

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

TeleDirect

JANUARY 15, 2025

What Is Empathy in Customer Service? In the context of customer service, it involves recognizing a customers emotions, acknowledging their concerns, and responding in a way that demonstrates understanding and care. FAQs About Empathy in Customer Service Q: Can empathy be taught to call center agents?

Call Center 126

Call Center Customer Service Healthcare CRM 126

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

Beyond Philosophy

SEPTEMBER 27, 2017

Telecoms Put Cost-Savings Ahead of Customers. I used to work for a large telecoms company and my impression of the industry at the time was that it was inward-looking, focused always on internal politics, cutting costs and earning more profits. Providing customers with a better experience was not on the company’s radar.

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

Beyond Philosophy

JULY 6, 2016

These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

NOVEMBER 3, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

Beyond Philosophy

JULY 11, 2016

If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions. What Can We Learn From Restaurants and Casinos? I’d love to hear your insight in the comments below.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

DECEMBER 3, 2015

I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” Welcome to the world of behavioral economics. I thought I would expand on my thoughts here and give a better explanation.

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

AUGUST 31, 2016

To learn more about these fascinating and compelling concepts for business, please register for our latest book and FREE book launch webinar: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

MAY 17, 2017

For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. Others help you survey customers based on location and industry or even product purchased. It is still all about emotions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. They can also provide useful feedback and build brand-based communities. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

AUGUST 3, 2016

When a Customer Experience causes a problem for you that results in any of the emotions that create negative feelings for you as a customer, you are suffering a pain point. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

JULY 13, 2016

EST, for more insight on how to create a customer-centric digital experience for your customers in our 30-minute webinar, “5 Steps for an Effective Customer Centric Digital Transformation.” If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278