Beyond Philosophy

SEPTEMBER 19, 2020

Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. It is about using science to understand Customers in a much deeper, meaningful way.

Measurement 159

Measurement Technology Customers Data 159

Beyond Philosophy

JUNE 18, 2022

Podcast Summary. A lot of the behavioral sciences can feel intimidating. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 5 Rules for Effective Customer Research That Make A Difference. Get under the skin of the customer.

Consulting 89

Consulting Survey Consumers Customers 89

Beyond Philosophy

OCTOBER 1, 2020

For example, have you ever bought a variety of snack packs of chips only to realize that everyone wants the same kind? Maybe you purchased an assortment of yogurt flavors at the store and then threw them out after they expire because you never ate the key lime ones you were sure you wanted to try? I have too.

Customer Journeys 179

Customer Journeys Groups Consulting Exercises 179

Beyond Philosophy

OCTOBER 20, 2022

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior.

Self Service 78

Self Service Contact Center Banking System 78

Beyond Philosophy

JUNE 13, 2020

Managing How Your Customers Make Decisions. A lot of Behavioral Economics can feel intimidating. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Strive to make customers buy from you intuitively.

Management 128

Management Customer Journeys Competitive Advantage Exercises 128

Beyond Philosophy

JUNE 19, 2021

A lot of the behavioral sciences can feel intimidating. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. The concepts behind behavioral science are powerful stuff. Key Ideas to Improve your Customer Experience.

Consulting 89

Consulting Customer Experience Design Measurement Financial 89

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt?

Customer Journeys 159

Customer Journeys Policies Consulting Customer Experience 159

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.

System 174

System Government Customer Experience Management Customers 174

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences.

How To 147

How To Contact Center Hotels Social Media 147

Beyond Philosophy

NOVEMBER 6, 2021

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. A lot of the behavioral sciences can feel intimidating. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If so, you are not alone.

Consulting 97

Consulting Insurance Financial Customers 97

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

ROI 154

ROI Customer Experience Strategy Customers 154

Beyond Philosophy

AUGUST 16, 2018

It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality.

Net Promoter Score 184

Net Promoter Score Effort Score NPS Consulting 184

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. Key Ideas to Improve your Customer Experience. What is Customer Science? Please tell us how we are doing!

Consulting 78

Consulting Resources Financial Tools 78

Beyond Philosophy

AUGUST 18, 2022

For example, behavioral economics is Situational Psychology. When you consider the concepts of Nudging or Choice Architecture, the idea behind them is when framed in a specific way, people will move in a predictable direction because of situational cues. Neuroticism: Neuroticism measures how stressed you get and what stresses you.

Measurement 147

Measurement Training Examples Leadership 147

Beyond Philosophy

AUGUST 1, 2020

The 5 Rules for Behavioral Journey Mapping. A lot of Behavioral Economics can feel intimidating. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. They are essentially what a customer does in your experience.

Customer Journeys 122

Customer Journeys Net Promoter Score Exercises Interaction 122

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. These 10 elements are proven tactics for better CX. Investments.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

Beyond Philosophy

JULY 18, 2020

Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. Ghosh studies AI and its overlap with behavioral economics. Machines are improving in these areas, however.

Groups 115

Groups Social Media Analysis Study 115

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Beyond Philosophy

DECEMBER 11, 2021

Fernando has a problem that he wants our help solving. However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition. Not surprisingly, it takes standing out from everybody else to fit in with customers.

How To 109

How To Consulting Strategy Financial 109

Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. 1: Reference Points.

Management 144

Management Hotels Resources Comparison 144

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? ” Discover a new framework that will kickstart and advance your work as a CX practitioner and leader inside of your organization. .”

Customer Journeys 147

Customer Journeys Consumers Healthcare Case Study 147

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Like Olympic medalists’ mix of triumph and disappointment, customer behavior is complicated.

Measurement 122

Measurement Analysis Study Customer Experience Design 122

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. You can evaluate them to determine how they feel.

Customer Journeys 149

Customer Journeys Training Exercises Customers 149

Beyond Philosophy

OCTOBER 2, 2021

A lot of the behavioral sciences can feel intimidating. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If I had a more efficient family and less expensive friends than you have now, would you like to trade?

Loyalty 97

Loyalty Consulting Banking Customers 97

Beyond Philosophy

JULY 29, 2021

I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works. We talked about these five rules on a recent podcast. Identify your levers. ?

Customer Experience Design 89

Customer Experience Design Exercises Measurement Tools 89

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. Unfortunately, that trend is not improving by much, per Dobrev.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

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. Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. We discussed these five areas in a recent podcast.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

Beyond Philosophy

JUNE 14, 2019

How to Understand Customers Preference. Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? We talk about it in this episode of The Intuitive Customer podcast. <!–more–> The evidence serves to help us overcome our insecurities.

How To 92

How To Course Customers Consulting 92

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. Journey Mapping employing this approach is what we call Behavioral Journey Mapping.

Customer Journeys 101

Customer Journeys Consulting Customers Loyalty 101

Beyond Philosophy

JULY 24, 2021

A lot of the behavioral sciences can feel intimidating. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams.

Customer Experience 78

Customer Experience Consulting Financial Customers 78

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. ” Analyze how customers really behave.

Measurement 163

Measurement Chatbots Customer Experience Interaction 163

Beyond Philosophy

APRIL 17, 2021

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.

System 78

System Consulting Conference Customer relationships 78

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Beyond Philosophy

APRIL 24, 2021

This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Then, we talked about what we would do if our fake restaurant was really in need of improvement. Guess what?

Customer Experience 89

Customer Experience How To Consulting Conference 89