Beyond Philosophy

AUGUST 13, 2022

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Key Ideas to Improve your Customer Experience. 27:50 We share the practical applications we see for personality exploration in customer experience, customer strategy, and personal self-discovery. Complete this short survey.

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Consulting Conference Resources Leadership 88

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. Understanding the two as well as you can helps you see patterns in customer behavior.

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System Consulting Customers Loyalty 114

Beyond Philosophy

OCTOBER 15, 2022

Organizations need to embrace that emotional side of their experiences. Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. We talked with him before on our podcast a month ago about how emotions drive customer behavior.

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Customer Journeys Touchpoint Consulting Customer Retention 78

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Customer relationships 103

Customer relationships Consulting Tips Insurance 103

Beyond Philosophy

SEPTEMBER 26, 2020

Have you ever bought a book you thought you should read and then didn’t read it? This episode of The Intuitive Customer explores this concept and what you can do about it for your customer experience. Mapping out customer behavior can help you identify Naïve Diversification Bias when it occurs. Key Takeaways.

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Customer Journeys Policies Consulting Customer Experience 158

Beyond Philosophy

JULY 23, 2022

However, I mention it because it represents what can happen if you neglect to update your customer strategy to invest in your Long Tail business model. The Long Tail strategy is particularly applicable to content, like books or television shows, but it likely has applications in many other business verticals as well. Thanks very much.

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Consulting Strategy Financial Customer Experience 97

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. The question is, was outsourcing that part of your experience really a good idea or a big mistake?

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Customer Experience Hotels Consulting Call Center 109

Beyond Philosophy

SEPTEMBER 18, 2021

Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers’ business. Key Ideas to Improve your Customer Experience. When you are better, customers come back.

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Consulting Financial Tips Meeting 68

Beyond Philosophy

MAY 23, 2020

In this first episode of a two-part series of The Intuitive Customer, we host speaker and author Rory Sutherland, Vice Chairman of Ogilvy UK, who is known for his TED talks and being a general advertising legend. The Surprising Power of Ideas That Don’t Make Sense Part 1. In many cases, you might be tempted to do the same thing.

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Comparison Financial Advertising Consulting 103

Beyond Philosophy

SEPTEMBER 10, 2022

What he found there became a book. Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you. Key Ideas to Improve your Customer Experience. What did you do during the lockdown? You can follow Zhecho on Twitter here.

Exercises 68

Exercises Consulting Healthcare Resources 68

Beyond Philosophy

AUGUST 29, 2020

If you chose A, then you chose wisely—and you decided to like your customers would. This episode of The Intuitive Customer shares our five new rules guaranteed to build trust. With trust, you can have the kind of relationship that yields the customer behavior you want to get the customer-driven growth you need.

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Banking Policies Examples Consulting 158

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Joe Pine is the author of the book that started it all, The Experience Economy. Key Takeaways.

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Customer Experience Return on Investment ROI Consulting 148

Beyond Philosophy

MAY 30, 2020

However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior. matter a lot to the Customer Experience and can have a significant effect on customer. Here is what we discussed. Key Takeaways.

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Beyond Philosophy

MARCH 5, 2022

” The idea that fate has dealt you a good hand is one that makes people feel happier with Customer Experiences, even when they can’t attribute that good luck to the organization providing it. She says that customers like how it feels like magic. Key Ideas to Improve your Customer Experience.

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Beyond Philosophy

FEBRUARY 20, 2021

Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history. Key Ideas to Improve your Customer Experience.

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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

OCTOBER 18, 2019

One of the things I enjoy about the experience is that you stay in a place you wouldn’t usually visit. Having spent my fair share of time in hotels, I am a bit of an expert in that experience. Having spent my fair share of time in hotels, I am a bit of an expert in that experience. What is the Secret of Airbnb?

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Hospitality Hotels Consulting Leadership 94

Beyond Philosophy

FEBRUARY 26, 2022

Do you know when in your experience customers decide to buy from you or not? Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? I mention it because customers also “cross the Rubicon” when they decide things. Key Ideas to Improve your Customer Experience.

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How To Consulting Financial Customer Experience 78

Beyond Philosophy

DECEMBER 25, 2021

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn’t, and that’s alarming. Key Ideas to Improve your Customer Experience.

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Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Many factors affect how it works and what it does to customer behavior. We couldn’t agree more.

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Customer Experience Consulting Financial Customers 88

Beyond Philosophy

OCTOBER 23, 2021

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. Not long after that, Joe Pine co-authored a book called The Experience Economy , that changed the way at looked at the future of business.

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Customer Experience Consulting Conference ROI 78

Beyond Philosophy

APRIL 21, 2021

How to Build UNBREAKABLE Relationships With Your Customers. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth.

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How To Consulting Exercises Brands 78

Beyond Philosophy

DECEMBER 8, 2021

Fred Reichheld, inventor of the Net Promoter Score ® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Key Ideas to Improve your Customer Experience. He says his new book shows people how to do that.

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Net Promoter Score NPS Consulting Culture 60

Beyond Philosophy

OCTOBER 9, 2021

Key Ideas to Improve your Customer Experience. The inspiration for this episode was book by Yuval Noah Harari’s Sapiens: A Brief History of Humankind. This open and balanced view of opposing opinions is what we advocate when trying to come up with new ideas that foster customer-driven growth in your organization.

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Consulting Resources Financial Video 78

Beyond Philosophy

FEBRUARY 12, 2022

Key Ideas to Improve your Customer Experience. Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. It is always gratifying to reach these milestones and enjoy these accolades. However, they didn’t happen by chance.

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Tips Company Consulting Financial 78

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Key Ideas to Improve your Customer Experience.

Measurement 78

Measurement Customer Journeys Management Insurance 78

Beyond Philosophy

JANUARY 9, 2021

Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions. Every online experience has them, but not all of them are deliberate.

Online Experience 78

Online Experience Consulting Financial Tips 78

Beyond Philosophy

OCTOBER 10, 2020

Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. Recommended Actions.

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Hotels Consulting Culture Customers 68

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. It can help you discover what rivals are saying and offering customers, along with gaining insights into their operations. While it may be a part of your marketing strategy, you might not be tapping into it as effectively as you can.

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Social Media Competitive Advantage Analysis Financial 94

Beyond Philosophy

AUGUST 30, 2017

Once you accept that we don’t always know the reason why we do what we do as customers, you have the key to unlocking the customer brain and the ability to see how your customers make decisions. We call this Experience Psychology and understanding and leveraging it is the future of Customer Experience.

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Airlines Study Examples Brands 130

Beyond Philosophy

NOVEMBER 1, 2017

By inflicting small wounds, that collectively add up to millions of dollars, banks can increase their profits at the customer’s expense. The lawsuits are public records, which means the accusations and evidence can’t be hidden from view. Big banks have proven yet again that they cannot be trusted to do what is best for the consumer.

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Banking eBook Consumers Consulting 110

Beyond Philosophy

JUNE 12, 2017

We witness it all the time in our customer experience consultancy. We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint. When we’re in the UK, I complain about the chilly, dreary weather. Complaining can also affect your business.

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Consulting eBook Retail Customer Experience 150

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

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Ecommerce Analysis Social Media Effort Score 62

Beyond Philosophy

NOVEMBER 7, 2020

The 5 Rules for Designing Great Digital Experiences. In 2020, we have all been doing many more online customer experiences than we thought we would. In 2020, we have all been doing many more online customer experiences than we thought we would. The Five Rules for Designing a Great Digital Experience.

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Measurement Technology Customer Experience Interaction 60

Integrity Solutions

DECEMBER 20, 2023

When you’re convinced that your solutions create real value for your target users, you can’t help but be eager for your customers to enjoy the benefits. Just as critical is your ability, willingness and commitment to listen — really listen — to the customer. It was a profound experience.

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Sales Consulting e-support Leadership 86

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. Changing the name doesn’t change the leadership or the customer centricity of an organization. This merger will not be good for the customers. I am a customer of Bright House. They are not a customer-focused operation.

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Customer Centricity Consulting eBook Leadership 112

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Clearly avoiding disappointment means meeting the expectations of your Customers. Let go of your perceptions about what the Customer wants.

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CEM eBook Social Media Customer Centricity 98