Beyond Philosophy

JANUARY 1, 2022

Our listeners have problems and they let us know about it. 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. Now, we do, and not just in our personal lives.

Customer relationships 103

Customer relationships Consulting Tips Insurance 103

Beyond Philosophy

MARCH 27, 2021

Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. Faure-Field and his team at Equal Strategy addressed this problem in a Singapore Casino by developing a fragrance that cut through the smell of tobacco, and everyone won—just not as much as the house.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Beyond Philosophy

MARCH 14, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Others find themselves on the road to Abilene because they don’t want to suffer the consequences of rocking the boat, from being labeled as a negative team member to getting sacked.

Leadership 78

Leadership Conference Groups eBook 78

Beyond Philosophy

DECEMBER 11, 2021

Fernando has a problem that he wants our help solving. In this episode, we explore Fernando’s business problem, aka Pickle, for our, “I’m in a Pickle” segment of the podcast. From an evolutionary point of view, our social natures is tied into survival. Key Ideas to Improve your Customer Experience.

How To 109

How To Consulting Strategy Financial 109

Beyond Philosophy

JULY 17, 2021

I don’t see it this way, and I see it as an entity/team separate from but working closely with marketing. In this episode, we each make our case for our view. In the end, we settle on an answer that should help organizations make the most of both teams. Follow Colin on LinkedIn and Twitter.

Customer Experience 109

Customer Experience Marketing Social Media Consulting 109

Beyond Philosophy

AUGUST 13, 2022

We also look at the characteristics that fall under those dimensions to determine how these facets can affect our choices. The Big Five Personality Dimensions are the areas of our personality that drive our decisions. LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’

Consulting 88

Consulting Conference Resources Leadership 88

Beyond Philosophy

NOVEMBER 12, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Colin thought maybe he was feeling so pessimistic about everything because he is getting old. Certainty is definitely our preferred state when we decide things. Please tell us how we are doing!

Management 88

Management Consulting Financial Customer Experience 88

Beyond Philosophy

NOVEMBER 6, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Our five rules clarify the process and make it more likely that your customer complaint process will make things better instead of worse, both for customers and your bottom line.

Consulting 97

Consulting Insurance Financial Customers 97

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. Click here.

Connections 88

Connections Loyalty Brands How To 88

Beyond Philosophy

SEPTEMBER 4, 2021

It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings. Follow Colin on LinkedIn and Twitter. Key Ideas to Improve your Customer Experience.

Culture 88

Culture Customer Centricity Leadership Consulting 88

Beyond Philosophy

OCTOBER 2, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We don’t measure the worth of our families and friends with metrics like time and money savings. Our five rules help organize that process into actionable steps. My guess is probably not.

Loyalty 97

Loyalty Consulting Banking Customers 97

Beyond Philosophy

MAY 22, 2021

06:25 Colin shares a personal experience about how loud customers are sometimes considered best customers, even when they are not. 12:25 Colin explains why he likes the rating systems on Uber. 18:51 Colin explains a significant danger of paying too much attention to customers that don’t deserve it.

Net Promoter Score 109

Net Promoter Score Consulting Resources NPS 109

Beyond Philosophy

JULY 3, 2021

06:21 For the first time EVER in the podcast, Colin complains a bit about an experience he had with Apple. 12:22 Colin shares a story where a hotel saw their airport shuttle service like it was a favor and he saw it as a failed part of their experience, and why that happens. Follow Colin on LinkedIn and Twitter.

Customer Experience 109

Customer Experience Hotels Consulting Call Center 109

Beyond Philosophy

JANUARY 29, 2022

One of our listeners in Finland is in a pickle. 6:10 We share our advice on how to operationalize journey mapping starting with the four parts of a customer experience, including the rational, conscious, subconscious, and psychological. Do you have a business problem you would like our help with? Please tell us how we are doing!

Customer Journeys 97

Customer Journeys Exercises Return on Investment Customer Centricity 97

Beyond Philosophy

JUNE 18, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Here are a few key moments in the discussion: 03:09 Killip explain a little background about Attest and how she came to her position there after a long career in law before joining the team.

Consulting 88

Consulting Survey Consumers Customers 88

Beyond Philosophy

OCTOBER 1, 2022

They connect us to our past and drive our behavior in the present. In our Memory Maker Training , we cover the importance of memories to your experience and how to train your employees to create excellent and lasting ones of your experience. Follow Colin on LinkedIn and Twitter. Memories are essential to experiences.

Consulting 78

Consulting Training Financial Connections 78

Beyond Philosophy

DECEMBER 26, 2020

05:36 Colin shares how he remembered to appreciate what he has but also what is most important to appreciate. 10:47 Colin explains how the future of Customer Experiences is in the area of Customer Science, which is a fusion of data, technology, and the behavioral sciences. Follow Colin on Linkedin and Twitter.

Consulting 103

Consulting Financial Customer Experience Technology 103

Beyond Philosophy

JANUARY 8, 2022

In this episode, we talk about our listener Robert’s problem with difficult customer relationships and when it is time to call it quits. 11:48 Colin shares an example of who shouldn’t be in on the decision to fire a customer and who would be better suited with the task, and why. Follow Colin on LinkedIn and Twitter.

How To 88

How To Customer relationships Financial Consulting 88

Beyond Philosophy

FEBRUARY 16, 2022

Then, she wants to empower the front-line teams to correct course and fix things for customers, sometimes even before the customer knows there is a problem. 07:37 Colin asks Huenink what she is looking for in data that helps her focus on the area that will benefit the experience. Follow Colin on LinkedIn and Twitter.

Self Service 88

Self Service Data How To Consulting 88

Beyond Philosophy

FEBRUARY 19, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 03:25 Colin shares the first rule, which is that everyone should have an opinion; that’s what you are paid for and how you add value to the team. Follow Colin on Linkedin and Twitter.

Engagement 78

Engagement Consulting Financial Customer Experience 78

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. So, the Sainsbury marketing team has been collecting data on what we’ve been ordering, but since the offers were for things I already buy from them, it felt like it added value.

Advertising 78

Advertising Conference Technology Brands 78

Beyond Philosophy

DECEMBER 25, 2021

06:43 Colin explains how uncertainty is something human beings do not process well, and it leads to customer behavior that reflects the behavioral science theory of Loss Aversion. 10:26 Colin explains that Customer Experience is getting absorbed into a larger, more influential concept poised to change the business world, Customer Science.

Customer Satisfaction 78

Customer Satisfaction Consulting Financial Customer Experience 78

Beyond Philosophy

JANUARY 22, 2022

Here are a few key moments in the discussion: 03:21 Colin describes how what he is seeing in business today regarding customer experience feels familiar to what was happening over two decades ago with CRM. 20:10 Colin explains what this might mean for Customer Experience professionals moving forward with the new wave of change.

CRM 78

CRM Customer Satisfaction Consulting Customer Relationship Management 78

Beyond Philosophy

AUGUST 14, 2021

We were excited to reach our 200 th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them. We want to thank our listeners for tuning in each week to hear our ramblings. Follow Colin on Linkedin and Twitter.

Consulting 78

Consulting Resources Financial Tools 78

Beyond Philosophy

JULY 24, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. While I would love to take credit for it myself, I realize that we could never have won without the excellent team we have here. Our team-building strategy is deliberate and repeatable.

Customer Experience 78

Customer Experience Consulting Financial Customers 78

Beyond Philosophy

NOVEMBER 20, 2021

One of our listeners, Jeanne-Claude, has a problem. 07:50 Colin shares a story about choosing travel insurance and how a magazine provided an easier metric to choose one from the many available options. LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ I can relate.

Insurance 78

Insurance Consulting Travel Financial 78

Beyond Philosophy

MAY 8, 2021

Here are a few more key moments in our discussion: 04:20 Ryan shares research that suggests we think of lies as an economic trade off, what we gain vs. what we lose with lying. Colin explains that most people lie in Customer Experiences to get the sale or to avoid upsetting the customer. Follow Colin on Linkedin and Twitter.

Customer Experience 103

Customer Experience Consulting Conference Groups 103

Beyond Philosophy

APRIL 3, 2021

Understanding why this is can help you optimize your ability to manage your team, your business, and even your social media feed. In this episode, we discuss Dunbar’s number and its implications for our personal and business relationships. Follow Colin on LinkedIn and Twitter. Key Ideas to Improve your Customer Experience.

Management 78

Management Social Media Consulting Groups 78

Beyond Philosophy

SEPTEMBER 11, 2021

Our hope is that you will be able to do it for organizations, too, starting with your own. Here are a few key moments in the discussion: 05:07 Colin explains how Customer Segmentation demonstrates the customer focus of a company. 22:24 Colin explains why managing Customer Expectations are indicative of customer-centricity.

Customer Focused 78

Customer Focused Marketing Customer Centricity Consulting 78

Beyond Philosophy

FEBRUARY 12, 2022

Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. 17:15 Colin shares his fifth lesson, which is about learning who is wasting your time and who has something to offer you. Join us in celebrating our 20th anniversary over the next month.

Tips 78

Tips Company Consulting Financial 78

Beyond Philosophy

JUNE 12, 2021

LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ Shaw is Founder and CEO of Beyond Philosophy LLC , which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). Follow Colin on Linkedin and Twitter.

Customer Experience 103

Customer Experience Consulting Financial Customers 103

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. By that, I mean that the team plays defined roles in resolving those complaints, so there should also be defined team roles in managing a crisis. Click here !

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Beyond Philosophy

DECEMBER 15, 2021

15:29 Colin asks Dajani if COVID helped get the internal team on board; Dajani’s answer might surprise you. LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ Follow Colin on LinkedIn and Twitter. Please tell us how we are doing! Complete this short survey.

ROI 78

ROI How To Consulting Financial 78

Beyond Philosophy

AUGUST 21, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We designed our five rules to help change your focus to what matters to customers to drive results for your bottom line. Follow Colin on Linkedin and Twitter. Think outside the square.

Return on Investment 78

Return on Investment ROI Consulting Measurement 78

Beyond Philosophy

JUNE 5, 2021

13:04 Colin shares a story about what he learned about making mistakes in general image pricing with a grocery store chain in the Southeastern US. LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ Follow Colin on Linkedin and Twitter. Please tell us how we are doing!

Consulting 88

Consulting Strategy Financial Metrics 88

Beyond Philosophy

OCTOBER 23, 2021

In this episode, Pine, Carbone, and I discuss whether Customer Experience is dying and the future of experiences from our point of view. Here are a few key moments in our LinkedIn live discussion: 05:34 Colin explains why he thinks CX is dying as we know it and Pine weighs in, too. Follow Colin on LinkedIn and Twitter.

Customer Experience 78

Customer Experience Consulting Conference ROI 78

Beyond Philosophy

NOVEMBER 13, 2021

In this episode, we brought back Dr. Professor Kelly Goldsmith of Vanderbilt University to talk more about Scarcity and how it affects our behavior. Dr. Goldsmith explains them to us and how we can use it in our marketing efforts. LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’

Tools 78

Tools Consulting Financial Customer Experience 78