Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

ijgolding

JULY 14, 2017

She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! The post With customer experience design, functional is good. I am delighted to announce that Beth has joined the CXC family!!

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio.

Metrics 160

Metrics Customer Service Workshop Measurement 160

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. appeared first on CX Consulting. Follow Colin on Linkedin and Twitter. How can we help?

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

Consulting 53

Consulting Workshop Customer Journey Mapping Touchpoint 53

Beyond Philosophy

MARCH 12, 2015

What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

transcosmos Information Systems

FEBRUARY 20, 2017

Their blog is loaded with strategies and best practices on how you can enhance your customer experience, boost client retention, and increase brand loyalty. 1to1 Media runs a customer service blog called ThinkCustomers that features articles on best practices and emerging trends in the field. Customer Experience Matters.

Blog 98

Blog Customer Service E Commerce E-support 98

Bill Quiseng

MARCH 1, 2021

It’s common for entrepreneurs and business leaders to think they are in business to “create profit”; however, I’d argue you are in business to “create a customer” – since there is no profit without them. Ironically, prioritizing profits can actually lead to business decisions that drive customers away.

Books 148

Books Leadership Hospitality Consulting 148

Customer Bliss

OCTOBER 24, 2017

Anahita is a certified Lean Six Sigma (LSS) green belt and Project Management Professional (PMP) with prior experience consulting for both public and private-sector organizations. Use Human-Centered Design to Transform Your Customer Experience Methodology.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Michelli, Ph.D.

Consulting 45

Consulting Customer Experience Workshop Customers 45

Beyond Philosophy

JULY 16, 2020

That is why you must understand how they memories form and why it is essential that your customers have good ones about your products or services. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Events 194

Events Books Consulting Feedback 194

Beyond Philosophy

JULY 11, 2020

From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Knowing the role your Customer Experience design plays in the formation of customer memories is critical to enabling customer-driven growth.

Management 140

Management Customer Experience Design Customers Connections 140

Beyond Philosophy

MAY 17, 2019

Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! All customers want their experiences to be easy. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Consulting 107

Consulting Customer Experience Design Loyalty Customer Experience 107

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Zhecho Dobrev, one of our consultants published his musings on this concept. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one.

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

OCTOBER 25, 2019

Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our Customer Experience consultancy, we feel like this general approach is not taking customer emotions far enough.

Measurement 100

Measurement Consulting Customer Experience Design Customers 100

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

JUNE 28, 2019

His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

Measurement 121

Measurement Customer Experience Design Loyalty Customer Retention 121

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Strativity

FEBRUARY 5, 2018

Los Angeles – LRW, a leading global analytics and insights consultancy, announced today that it has completed the purchase of Strativity Group, an award-winning, global customer experience and culture design firm. Strativity is headquartered in the New York area and will continue to be led by founder and CEO Lior Arussy.

Consulting 40

Consulting Culture Innovation Customer Centricity 40

Beyond Philosophy

MARCH 25, 2019

Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. Quite the opposite.

B2B 133

B2B B2C Customer Experience Design Customers 133

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Beyond Philosophy

MARCH 23, 2016

The CCO would: Oversee the overall Customer Experience. Maintain authority and responsibility for customer measures. Define the customer strategy. Manage the Customer Experience design. Work with silos to demonstrate how their function is one part of the overall Customer Experience.

Chief Customer Officer 113

Chief Customer Officer Call Center Leadership Consulting 113

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Presentation 162

Presentation Customers Consulting Insights 162

Beyond Philosophy

OCTOBER 25, 2018

We only said we put customers first because it made us feel better about the fact that we always put the company first. Even twenty years later, we still see organizations using this strategy about Customer Experience in our global customer experience consultancy. Natural: These are the ones that get it.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Beyond Philosophy

MAY 1, 2017

While organizations are starting to accept that customers buy emotionally, 3.2 Many organizations have not defined the particular feeling that they wish to evoke with their customer experience (a huge mistake), 2.8 Imperative 2: Embrace the all-encompassing nature of customers’ irrationality. out of five. out of five.

Customers 133

Customers Webinar Customer Experience Loyalty 133

Beyond Philosophy

FEBRUARY 10, 2015

Body language is something we talk a lot with our clients about when we consult them on Customer Experience. How your team presents itself to customers can become an extension of your brand. Body language is an important part of these white coat moments, particularly for your Customer Experience.

Reference 135

Reference Books Blog Leadership 135

Beyond Philosophy

MAY 10, 2019

This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. Managing uncertain moments in your Customer Experience design is essential. We all worry about weird things.

Management 87

Management Events Customer Experience Design Insurance 87

Beyond Philosophy

JUNE 25, 2021

These three topics came up in the news, and on the face of it, you don’t think it applies to the Customer Experience. Each of these stories shows us a different essential aspect of Customer Experience design and management. But it does when you step back and think about it. Sources: Panja, Tariq; Smith, Rory.

Insights 153

Insights Customer Experience 2021 Books 153

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of Customers’ irrationality. Realizing the only way to build Customer loyalty is through Customer memories. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience Professionals 229

Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

Beyond Philosophy

MAY 24, 2019

The Peak-End Rule says that what people remember about an experience is how they felt at the moment when emotion was the strongest and how they felt when the experience was over. These emotions can make or break your chances for customers to form Customer Loyalty.

Loyalty 100

Loyalty Customer Experience Design Consulting Information 100

Beyond Philosophy

JANUARY 23, 2019

You must give your customers legitimate reasons to buy your product or service. In our global Customer Experience consultancy, we use the Emotional Signature ® to help organizations discover what the “real reasons” are to buy their product or service. Why Customers Make Strange Decisions.

Management 144

Management Reference Hotels Consulting 144

Beyond Philosophy

NOVEMBER 4, 2014

The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011.

CEM 113

CEM 2014 2011 2010 113

Strativity

FEBRUARY 14, 2017

Global customer experience design and transformation firm focus on customers yields exceptional results. the world’s leading customer experience consultancy, proudly announced today that the firm was named to Consulting Magazine’s 2017 Seven Small Jewels ranking.

2017 40

2017 Consulting Magazine Customer Experience Design 40

Strativity

FEBRUARY 14, 2017

Global customer experience design and transformation firm focus on customers yields exceptional results. the world’s leading customer experience consultancy, proudly announced today that the firm was named to Consulting Magazine’s 2017 Seven Small Jewels ranking.

2017 40

2017 Consulting Magazine Customer Experience Design 40