Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Every Customer Experience professional wants to build customer loyalty.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

ShepHyken

AUGUST 5, 2020

As she moved into this role, she realized the opportunities that would come from providing a better customer experience. While this question was general, it focused on what was getting in the way of success for both the employees and their customers. This is similar to an exercise that we do in our customer service workshops.

Customer Service 414

Customer Service Customer Experience Management 414

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 263

Customer Experience Entertainment Sales Advertising 263

Beyond Philosophy

OCTOBER 3, 2016

In the book I have just written with Professor Ryan Hamilton of Emory University called The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we discuss how important easy is to customers’ behavior. Because it’s easier and doesn’t take so much energy as rational thinking does.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. This is the type of exercise that is not a “one and done.”

Customer Service 414

Customer Service Journey mapping Customer Experience 414

Call Center Weekly

OCTOBER 18, 2018

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Going through this exercise takes some planning and time, but the insight gained will be well worth every bit of effort.

Customer Experience 239

Customer Experience B2B Feedback Customer Service 239

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, not only do you have to deliver on the experience, you have to stand out and be different.

Customer Experience 227

Customer Experience Customer Care Customer Service 227

ShepHyken

OCTOBER 21, 2020

Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. Popular companies and brands include Amazon, Apple, Nordstrom, Zappos, and others recognized for amazing service and customer experience.

Real estate 398

Real estate B2C B2B Customer Service 398

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 182

Customer Experience Journey mapping Entertainment Engineering 182

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

MAY 14, 2015

So, as the various channels of your Experience expand, and more of your Customers exercise their option to contact you through another channel, consistency becomes even more important. It makes a consistent Customer Experience, through ALL of your channels including self-service, critical to maintaining the trust.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

NOVEMBER 29, 2019

When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. ”, few of them would say false.

Customer centricity 355

Customer centricity Consulting Consulting Customer Experience 355

ShepHyken

APRIL 28, 2021

The customer service rep would never have suggested taking the car to the dealership had she truly heard the customer say, “It won’t start.” She was probably just going through the motions with the troubleshooting exercise, not really paying attention to her customer. Show some empathy. This ties back to listening.

Scripts 435

Scripts Transportation Customer Support Customer Service 435

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Consulting 404

Consulting Consulting Customer Experience 404

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . I have used them many, many times.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

Journey mapping 317

Journey mapping Customer Service B2C Big data 317

Beyond Philosophy

OCTOBER 20, 2015

To move your training to the next level you need to understand the conscious and subconscious and how the emotional reactions to the experience you provide influence most experiences. We know that over 50% of a Customer experience is emotional so this is important. Witness their leaked training guide: Apple Case Study.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

TeleDirect

JANUARY 15, 2025

As more companies recognize the importance of creating meaningful customer interactions, empathy has become a cornerstone of exceptional service delivery. By the end, youll understand how fostering empathy can transform customer interactions and drive business success. Heres why its essential: 1.

Call Center 126

Call Center Customer Service Healthcare CRM 126

CX Accelerator

APRIL 11, 2018

The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.

Journey mapping 243

Journey mapping Customer centricity Consulting Consulting 243

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. Traditional journey mapping is what a customer is doing, but is missing a few things. Memory is vital to Customer Experience.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Myra Golden Media

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask. What do you think would be helpful for your customer to know at this point?

Transportation 276

Transportation Customer Experience Management Customer Service 276

Beyond Philosophy

JANUARY 24, 2020

I know that if I eat less and exercise more, I will lose weight and feel healthier than I do now. This episode of The Intuitive Customer explores the critical (and poorly named) concept of Hyperbolic Discounting. Perhaps most importantly, we discuss how you can use it to promote customer-driven growth in your organization.

Consulting 329

Consulting Consulting Customer Experience Marketing 329

Beyond Philosophy

JULY 4, 2020

However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them. This doesn’t matter for this segmentation as we are talking about how Customers Behave.

Government 386

Government Consulting Consulting Customer Experience 386

Beyond Philosophy

AUGUST 20, 2015

You won’t do any physical exercise to speak of, but you’ll feel tired nonetheless. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. The post Changing Customers’ Habits appeared first on. Our brains evolved to do this.

Airlines 417

Airlines Marketing Customer Experience Management 417

TeleDirect

JANUARY 20, 2025

Follow Up After Resolution Following up shows that you care about the customers experience and satisfaction. Best Practices: Contact the customer to confirm the issue has been resolved. AI-Driven Analytics: Identify customer sentiment and provide real-time suggestions for agents.

Call Center 127

Call Center First call resolution Best practices CRM 127

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. They follow up, even when they don’t have to, because they know it’s that little extra effort that can be the difference between the customer saying, “They fixed the problem,” and “Wow, they sure know how to take care of their customers when there is a problem!”

Customer Service 353

Customer Service Sales Customer Experience Personalization 353

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I live in St.

Customer Service 332

Customer Service Marketing Customer Experience 332

Beyond Philosophy

SEPTEMBER 13, 2017

Part of the exercise was to make virtual meal choices along the way. To learn more about Extremeness Aversion and how it influences your Customer Experience, please click here. When it comes to your Customer Experience, how your customers decide to buy should be of great importance to your experience design.

Consulting 373

Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

NOVEMBER 12, 2015

In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience. The study by researchers at the University of Florida showed that during a negotiation exercise when one of the participants was rude, it offended their partner. Even when they aren’t.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

ShepHyken

OCTOBER 17, 2016

The ones that do reap the rewards of repeat and loyal customers. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017. My Comment: Great article about ramping up your customer experience.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. In the customer experience world, what works for one business won’t work for another.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Myra Golden Media

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. People find this exercise hard. The result is better internal relations and the big finish is a great experience for your external customers. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Customer Experience 270

Customer Experience Customer Service 270

Beyond Philosophy

NOVEMBER 15, 2018

Perhaps you are conspicuous about your environmentalism with your hybrid vehicle logo on the vehicle or the exercise program in which you participate. What Does it Have to Do with Customer Experience? Getting Conspicuous with Your Customer Experience. You can design these moments into your experience, too.

Construction 370

Construction Coaching Customer Experience 370