Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Behavioral Economics and Irrational Behavior. He found that people are irrational in predictable ways that can be anticipated. Economic Theory Helps Explain Customer Behavior Too.

Government 130

Government Customer Loyalty Customer Experience 130

Beyond Philosophy

SEPTEMBER 26, 2016

But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Customer Experience 167

Customer Experience 167

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Ghosh studies AI and its overlap with behavioral economics. Key Takeaways.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Predictive Analytics 111

Predictive Analytics Data Mining Customer Experience 111

Shep Hyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. Here are my top five picks from last week. and the U.K.,

Social Media 74

Social Media Customer Service VOC Retail 74

Beyond Philosophy

OCTOBER 9, 2015

Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. It is important to consider this information from a Behavioral Economics viewpoint. Big data is big news.

Customer Relationship 164

Customer Relationship CX Customer Experience Customer Retention 164

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 CX Sales 148

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. The easy things in Customer Experience have been done. It’s a bit like weight loss.

Net Promoter Score 144

Net Promoter Score NPS Start-ups Customer Experience 144

Beyond Philosophy

OCTOBER 12, 2016

Data is collected about our personal behavior everywhere. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. We live in the data age. The Era of Personalized Marketing is Here.

Start-ups 167

Start-ups Innovation Customer Loyalty Technology 167

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives. This behavior is how we react to uncertainty. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast.

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

Beyond Philosophy

OCTOBER 22, 2015

Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Over 50% of any Customer Experience behavior is driven by emotions. Why do we need to plan for emotions?

Customer Experience 160

Customer Experience CX Customer Service 160

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

CX 148

CX Predictive Analytics Touchpoint Customer Experience 148

Beyond Philosophy

JULY 31, 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 122

Customer Experience Artificial Intelligence CX Sales 122

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Incent the behavior you want.

Education 165

Education Customer Experience 165

Totango

APRIL 5, 2022

Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. Your respondents’ average score can be used to measure customer satisfaction and predict business growth. Customizing your survey with additional response fields. Branding your survey.

NPS 104

NPS Net Promoter Score Customer Satisfaction Customer Retention 104

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.

Customer Service 140

Customer Service Sports Construction Compliance 140

CommBox

NOVEMBER 1, 2021

Predictive lead scoring is the process of assigning a value to each person who visits your website or interacts with your marketing strategy. The higher the score, the more likely they are to convert, which means predictive lead scoring can be used as a powerful marketing tool. Predictive Lead Scoring – What is it?

Machine Learning 52

Machine Learning Artificial Intelligence Sales Predictive Analytics 52

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

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. It led to our fifth imperative, which is: Imperative 5: Uncover the hidden causes and unintended consequences of customers wanting things to be easy.

Customer Experience 167

Customer Experience 167

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction. My Prediction .

Predictive Analytics 74

Predictive Analytics Education Customer Experience CX 74

Beyond Philosophy

AUGUST 20, 2015

It’s important for Marketers to understand customers’ habits when marketing to them. Here’s how habits work with Customers: First there is a cue. So what does this have to do with managing people’s behavior? Making an Intervention to Habitual Behavior. I predict this pattern with technology as well.

Technology 166

Technology Technology Customer Experience Customer Service 166

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. 2: Reasons.

CX 144

CX Start-ups Customer Experience 144

Beyond Philosophy

MAY 22, 2015

Reason #1: It is a complex process to understand what people (and Customers) want. They were earnest in their efforts to get a sample on which they could predict where the election was headed. Many times there is a hidden part of how a Customer feels that drives their behavior. What Marketers Can Learn From This?

Government 145

Government Customer Experience 145

Beyond Philosophy

JULY 7, 2015

When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of the Customer’s Experience is tied to their emotions.

Net Promoter Score 113

Net Promoter Score Predictive Analytics NPS Customer Loyalty 113

Beyond Philosophy

FEBRUARY 13, 2019

However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. However, the same cannot be said for many of the psychological theories that apply to human behavior. The Problems with Theory and Customer Experience Strategy.

CX 92

CX Government Customer Experience Customer Loyalty 92

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. What do I mean by irrational behavior? Your Customers would raise their hands during this TED talk also.

CEM 166

CEM Customer Experience Management Retail Customer Retention 166

Beyond Philosophy

JUNE 22, 2018

This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. People do it subconsciously and somewhat predictably, but with a caveat: people avoid extremes when they don’t have strong feelings going into the choice. The Predictability of Choosing the Middle.

Customer Expectations 144

Customer Expectations Sales Customer Experience 144

SugarCRM

SEPTEMBER 26, 2023

A growing number of businesses are eager to invest in predictive data analytics to accelerate their CX strategies. But there still is a question: How can companies make customer data actionable to transition from a reactive to a proactive CX approach? Once you make data actionable, you can use it proactively.

CRM 26

CRM AI Sentiment Analysis Invoicing 26

VOZIQ

OCTOBER 3, 2022

Customer service stands atop when it comes to running a business. Satisfied customers mean a successful business. With time, customer expectations have pivoted basic to personalization. There is, however, a fine line between personalizing customer service and overdoing it. Technology is the center of customer service.

Customer Expectations 40

Customer Expectations AI CX Technology 40

VOZIQ

OCTOBER 3, 2022

Customer service stands atop when it comes to running a business. Satisfied customers mean a successful business. With time, customer expectations have pivoted basic to personalization. There is, however, a fine line between personalizing customer service and overdoing it. Technology is the center of customer service.

Customer Expectations 40

Customer Expectations AI CX Technology 40

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction. My Prediction .

Predictive Analytics 60

Predictive Analytics Education Customer Experience CX 60

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. I believe both of these technologies are the future for Customer Experience and, in some cases, the now. But is it creepy

Technology 118

Technology Technology CX Entertainment 118

SugarCRM

OCTOBER 17, 2023

Companies that flirt with generative AI experience higher customer satisfaction, productivity, and overall growth rates. For instance, Predictive Analytics can help marketers identify data patterns and make predictions based on their marketing automation platform data compiled with third-party information.

AI 26

AI Predictive Analytics Legal Social Media 26

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Incent the behavior you want.

CX 111

CX Education Customer Experience 111

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Nordstrom department stores, renowned for their devotion to customer service, provide an exemplary Customer Experience.

Retail 167

Retail Customer Experience Customer Service CX 167

Hodusoft

OCTOBER 14, 2022

With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. As the competition gets fierce over the years, e-commerce businesses are battling for customers’ attention. Its advanced capabilities help e-commerce businesses step up their customer service levels.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52