Customers That Stick

FEBRUARY 13, 2020

In this One Win Book Review, we take a look at Thinking, Fast and Slow by Daniel Kahneman. Check out the video below to hear Adam’s one win that you can take away from Thinking, Fast and Slow to improve your organization’s customer experience and customer service. About Thinking, Fast and Slow. Read the rest here. »

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System Video Customer Service Strategy 78

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. Very often, either directly or indirectly, they are at the intersection of customer/vendor experience. That’s my belief. The EX/CX Connection.

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Company B2C Employee Experience Culture 529

Customers That Stick

JUNE 11, 2019

In this One Win Book Review, we take a look at Principles by Ray Dalio. Check out the video below to hear Adam’s one win that you can take away from Principles to improve your organization’s customer experience and customer service. About Principles. Read the rest here. »

Retail 60

Retail Video Culture Customer Service 60

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. ” – Charles W. For Support Team Leaders.

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Customer Service Case Study Gamification Culture 100

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior.

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System Government Customer Experience Management Customers 174

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. The bot is then able to draw from these resources when customers ask common questions.

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

Beyond Philosophy

OCTOBER 19, 2023

I’ve learned to ask customers a question over the years. Customers change their minds on many occasions. Today, we will discuss why customers change their minds and what you can do about it. Professor Daniel Kahneman called them System One and System Two in his book Thinking Fast and Slow. Ready to know what it is?

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Customer Change Customer Journeys System Groups 88

Beyond Philosophy

MAY 25, 2023

However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. However, if we explain why we think they apply, you could gain more insight into your customer behavior. It’s a process.

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Customer Journeys Hotels Travel System 78

Beyond Philosophy

JANUARY 11, 2024

The idea here is that our Intuitive System will recognize this cycle the first few times we do it and turn it into a habit. The idea here is that our Intuitive System will recognize this cycle the first few times we do it and turn it into a habit. Customers have habits. Our intuitive brains say, “Oh!

Return on Investment 88

Return on Investment Insurance Hotels System 88

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. In this book, customer experience champion Maurice FitzGerald suggests that the key to success is not assuming you know what your customers want.

Net Promoter Score 66

Net Promoter Score Loyalty Airlines Customer Journeys 66

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

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Report Effort Score Customer Centricity User Experience 108

Beyond Philosophy

NOVEMBER 29, 2019

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. ”, few of them would say false.

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Company Customer Centricity Exercises Consulting 142

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Self Service 140

Self Service Airlines Insurance System 140

Beyond Philosophy

OCTOBER 11, 2019

A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. The Intuitive System is System 1, and the Rational System is System 2.

System 114

System Consulting Customers Loyalty 114

Beyond Philosophy

OCTOBER 3, 2016

You want your Customers to buy from you – obviously! In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. So how do we do that?

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Exercises Training System Consulting 167

Beyond Philosophy

DECEMBER 22, 2022

These two systems, System One and System Two, were first introduced by Nobel-prize-winning economist Professor Daniel Kahneman and featured in his book, Thinking Fast and Slow. The Intuitive System handles habits. The Intuitive System is our automatic responses to things, gut reactions, and inner voice. I had become a grazer.

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System Consulting Examples Management 78

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. So, what does a job to be done have to do with customers?

How To 78

How To Exercises Video Customers 78

Beyond Philosophy

JUNE 29, 2018

We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. He said our System One thinking is automatic and emotional (Intuitive System) while System Two thinking is more slower and more rational (Rational System). Your Intuitive System Drives Habits. More on that later.

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System Customers Training Brands 122

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey!

Self Service 88

Self Service Airlines Conference Call Center 88

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Effort Score 182

Effort Score How To Net Promoter Score Policies 182

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. The Anatomy of a Customer Interaction can make or break your Customer Experience.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

BirdEye

MAY 22, 2023

What makes a great appointment or booking app? Features to look for in a scheduling app Best scheduling app for local business Best free appointment scheduling app Best mobile booking app with built-in POS FAQS about scheduling app Streamline your schedule with an appointment scheduling app What is a scheduling app?

Self Service 98

Self Service Software System Social Media 98

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs).

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Innovation Travel Financial Exercises 134

Beyond Philosophy

FEBRUARY 18, 2021

Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. Understanding habits is essential in Customer Experience management because a lot of customer behavior is habitual. The Five Rules for Changing Your Customer Habits . Understanding customer triggers.

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Measurement Customers Consulting System 97

Beyond Philosophy

OCTOBER 18, 2019

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.

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System Airlines Travel Examples 90

Beyond Philosophy

OCTOBER 22, 2019

Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. Understanding what habits are and how they work is vital to your Customer Experience. So, what are habits?

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Government System Customers Consulting 92

Beyond Philosophy

AUGUST 27, 2020

By forcing participants to think about something else, the participant’s Intuitive System, the fast, automatic thinking we have hard-wired into our brains, could process the information properly. Many decisions that we make in life are subjective, without a “right answer.” So, which decision condition had the best outcome?

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System Groups Consulting Customer Experience 167

Beyond Philosophy

APRIL 2, 2020

We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. What we do want is to know how to facilitate customer-driven growth. The longer people play around with your technology, the more customers feel like it’s theirs—and the more painful it would be for them to give it up.

Retail 159

Retail Training Brands Examples 159

Beyond Philosophy

SEPTEMBER 11, 2019

My experience illustrates the nature of customers: irrational, intuitive, driven by past memories and factors that seem irrelevant. We need to consider these traits when designing a Customer Experience to create most value. Embrace Your Customers’ Irrational Nature. Understand Your Customers’ Conflicted Minds.

Customer Experience 148

Customer Experience Loyalty System Customers 148

Customer Bliss

APRIL 11, 2017

We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. Fred Reichheld had already written several books on loyalty. About Brian.

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NPS Net Promoter Score Wireless Call Center 163

Beyond Philosophy

MAY 21, 2020

On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers. In our book, The Intuitive Customer , one of the seven imperatives we shared was understanding customer habits. Reward: We feel the benefit of our actions.

Self Service 120

Self Service System Airlines Consulting 120

CSM Magazine

FEBRUARY 19, 2018

We have now entered the third phase of digital evolution, and it is changing the behaviour and expectations of customers, fast. This third phase is about data and Artificial Intelligence, and how it is creating a world of fast-than-real-time customer service, intuitive user interfaces and the ultimate in customer convenience.

Social Media 40

Social Media How To Innovation Technology 40

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Beyond Philosophy

NOVEMBER 8, 2017

However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. My co-author of The Intuitive Customer (Palgrave Macmillan, 2016), Professor Ryan Hamilton of Emory University, compares the Intuitive System to a helpful 8-year-old.

System 138

System Government Examples Consulting 138

Beyond Philosophy

OCTOBER 18, 2019

about his experience with Airbnb when writing his latest book, The Airbnb Way. Dr. Michelli is considered a global guru for Customer Service. He works with organizations and leadership to change their experience to be better for both their customers and their employees. What is the Secret of Airbnb? But it works.

Hospitality 94

Hospitality Hotels Consulting Leadership 94

CSM Magazine

JANUARY 22, 2024

For many potential guests, the experience they have on your website determines whether they’ll book a stay or look elsewhere. For many potential guests, the experience they have on your website determines whether they’ll book a stay or look elsewhere. It’s where first impressions are formed, and decisions are made.

Hotels 52

Hotels Travel Analytics Social Media 52

Customer Bliss

JANUARY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

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Chief Customer Officer Banking Video Course 182