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. The goal is to mimic the human mind. Key Takeaways.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Customer Bliss

APRIL 10, 2020

I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. So here is the important thing about this, which is the ability to turn, to adapt, and to be human—all in one fell swoop. Understand Needs, Determine Priorities, and Shift.

Healthcare 124

Healthcare CX 124

Futurelab

MARCH 20, 2022

As a CX coach working with companies to understand their employees and customers, I was excited to dig into the report’s data. I was particularly intrigued to understand some of the emerging trends in the marketplace around customer expectations and the experiences overall. You need to understand what motivates each employee.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Customer Bliss

JUNE 17, 2020

They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. THESE behaviors are what experience really has needed all along to elevate an organization and its people to show up differently in the marketplace and with customers. Do you stop your surveys?

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Beyond Philosophy

SEPTEMBER 11, 2019

This wasn’t because that was in fact the most important criteria, it was simply something I could understand! There are, then, five behavioral economics practices that are essential if you want to improve your customer experience. Human beings are not rational. Understand Your Customers’ Conflicted Minds.

Customer Experience 148

Customer Experience CX Sales 148

Beyond Philosophy

JULY 31, 2019

This wasn’t because that was in fact the most important criteria, it was simply something I could understand! There are, then, five behavioral economics practices that are essential if you want to improve your customer experience. Human beings are not rational. Understand Your Customers’ Conflicted Minds.

Customer Experience 122

Customer Experience Artificial Intelligence CX Sales 122

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Behavioral Economics and Irrational Behavior.

Government 130

Government Customer Loyalty Customer Experience 130

SurveySensum

NOVEMBER 8, 2023

In this blog, we are going to explore the hot topic of CX automation from A to Z. Understanding CX Automation The use of artificial intelligence and automation in customer experience is rapidly becoming commonplace. When formulating customer service strategies, organizations must learn how to balance automation and human interaction.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Chapters Chapter 1 What is automation in customer service?

AI 77

AI Customer Service Technology Technology 77

Beyond Philosophy

OCTOBER 9, 2015

Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Because unlike the computers that collect this data, the people are humans. It is important to consider this information from a Behavioral Economics viewpoint. Big data is big news. In my view this is fundamental. seconds later.

Customer Relationship 164

Customer Relationship CX Customer Experience Customer Retention 164

CX Accelerator

JULY 8, 2019

Imagine you are in a restaurant (I’m in one at the time of writing this blog post.) I still experience this behavior from my 22 year old. I have come to understand that timing is everything. We must reach below the surface to capture the truth. So much to consider when listening to what someone is saying.

Gaming 175

Gaming Customer Service Customer Experience 175

Beyond Philosophy

AUGUST 20, 2015

As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit. It’s important for Marketers to understand customers’ habits when marketing to them. Charles Duhigg wrote a book called, “ The Power of Habi t” exploring the habits we have as humans. Everything.

Technology 166

Technology Technology Customer Experience Customer Service 166

Hodusoft

JUNE 1, 2023

In this blog post, we will explore the benefits of HoduSoft’s AI Chatbot and how it is transforming the contact center industry. This combination enables the chatbot to understand and respond to user queries in a much more intelligent and human-like manner. What is an AI Chatbot Feature?

Contact Center 52

Contact Center AI Artificial Intelligence Machine Learning 52

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Conditional logic for personalized automation Every one of your customers is different, with unique profiles, behavior, and needs.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

Beyond Philosophy

JUNE 13, 2019

He says that understanding the emotional components of the employee experience and how they link to the emotional elements of the Customer Experience creates an emotional hierarchy. Organizations who are more progressive have that understanding. What we’re talking about here is human behavior.

Customer Experience 165

Customer Experience Start-ups Government CX 165

Intercom, Inc.

JULY 31, 2019

While chatbots aren’t powered by a human, they are built by one. We use chatbots on all the key pages of our site, including our pricing page, demo page, and even the blog you’re currently reading this article on! Don’t pretend your bots are human. No matter how useful chatbots are, they’re not human.

Sales 177

Sales Start-ups Engineering Technology 177

Beyond Philosophy

FEBRUARY 13, 2019

When you are working with psychology theory and the science of analyzing human behavior, here is what you can’t do anymore: You can’t apply one psychological theory to everyone all the time. However, the same cannot be said for many of the psychological theories that apply to human behavior. What is the mistake?

CX 92

CX Government Customer Experience Customer Loyalty 92

Intercom, Inc.

JULY 11, 2018

A strong understanding of the outcome customers want , and how they currently get it, is essential for you to succeed in product development. Focusing on outcome … lets you understand your real competitors. Espoused behavior never reflects reality. Making things people want. Make it possible for more people.

Entertainment 205

Entertainment Start-ups Engineering Technology 205

Zendesk

MAY 25, 2022

You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books. He takes a very scientific approach to customer experience, diving into Behavioral Science (why your customers do things the way they do, and why it matters) and even the new field of Customer Science.

CX 98

CX Social Media Start-ups Sports 98

Beyond Philosophy

JANUARY 28, 2019

When you can group your customers based on their behavior or psychographics (which are factors related to people’s personality type and personal characteristics), you can create personas that represent your customer groups. Digital experience transformations should do more than save costs, and they cannot replace the human touch.

CX 139

CX Net Promoter Score AI Artificial Intelligence 139

Beyond Philosophy

MARCH 28, 2019

We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. You can’t rule the world or change human nature, but you can deal with it and use models of thinking that manage uncertainty. Behavior like that is driven by trying to cope with uncertainty in an unhealthy way.

Gambling 143

Gambling Start-ups Education Customer Experience 143

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. He says they are the four basic summaries of human behavior.

CX 144

CX Start-ups Customer Experience 144

Lightico

DECEMBER 4, 2021

This blog post will cover the 4 steps to successful organizational change adoption so that you are always prepared! To change our organizations, we must change the things that make us unique as humans: how we think about change, what causes resistance to change and why some individuals are not ready for change until much later.

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Beyond Philosophy

SEPTEMBER 12, 2016

They are emotional, or irrational, and these emotions influence their behavior, including (and especially) their buying behavior. I understand why; being irrational is not exactly something we aspire to, is it? As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time.

Customer Experience 0

Customer Experience 0

SurveySensum

JANUARY 26, 2024

Understanding these journeys is not just about mapping out the steps a customer takes – it’s about delving into the emotions, expectations, and challenges they face along the way. From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Beyond Philosophy

JANUARY 16, 2019

You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience. New Research Reveals Lack of Customer Understanding. To listen in, please click here.

Customer Experience 111

Customer Experience Legal Engineering 111

Beyond Philosophy

DECEMBER 19, 2016

In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million. And Lush cosmetics donates 100 percent of the purchase price of its Charity Pot body lotion to grassroots organizations working for environmental conservation, animal welfare and human rights.

Sales 141

Sales Retail Customer Loyalty Education 141

CSAT.AI

MARCH 8, 2023

In this blog post, we will discuss how you can ensure your customers get the right answer. Make sure to create these resources with your customer in mind , and preferably with useful data on their behaviors and preferences. This can lead to frustration on their part and lost sales for you. Fortunately, there are ways to help them out.

Sentiment Analysis 91

Sentiment Analysis AI Sales Customer Service 91

Beyond Philosophy

SEPTEMBER 5, 2016

Irrational behavior makes some business leaders nervous; it is so unpredictable and hard to track. In my new book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , co-written with Professor Ryan Hamilton of Emory University, we explore the influence of our emotions on our behavior as customers.

Sales 0

Sales Customer Experience Technology Technology 0

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. This behavior is how we react to uncertainty. In psychology and human behavior there exist many different approaches to thinking about risk. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior.

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

Beyond Philosophy

JULY 5, 2016

Further, it should be understood that all stakeholders are keenly aware of when humanity is being practiced by an organization and when there is an insufficiency or an absence of same. To understand customers, the enterprise needs to think in human, emotional terms. Create a customer-centric human culture and set of processes.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Shep Hyken

DECEMBER 13, 2021

And, in the next 12-18 months you’re going to start interacting with IVA’s (Intelligent Virtual Assistants), and you may find it difficult to distinguish the AI/Digital voice experience from the human experience. Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don’t Understand by Jeff Steen.

Social Media 74

Social Media Customer Service VOC Retail 74

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. However, the definition is not enough for Ahearn because you ultimately want to change peoples’ minds so they change their behavior. Influenced by human evolution, we feel safety in numbers.

Start-ups 167

Start-ups Legal Sales Business Growth 167

Beyond Philosophy

JANUARY 20, 2020

This sales technique works because it uses our biases as human, the way that we’re hardwired to react to things. Then, we use that behavior to justify further action. Lorraine doesn’t understand why I need ten. . When she finally extricated herself from the call, I explained that she should hang up on those calls.

Start-ups 178

Start-ups Sales Manufacturing Customer Loyalty 178

SurveySensum

NOVEMBER 22, 2023

To identify these goals: Understand Your Focus Areas: Pinpoint aspects needing refinement. Test and Optimize: Before launching, conduct user testing to ensure the form’s usability and understand potential pain points. Proactive Engagement: Use proactive chat invitations to initiate user conversations based on their behavior.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

VOZIQ

OCTOBER 3, 2022

While nearly 70% of consumers believe behaving inconsistently is very human and totally acceptable, they also want businesses to keep up. The State of Future Fit, 2022: Three Adaptive Behaviors Predict Maturity (Forrester). The State of Future Fit, 2022: Three Adaptive Behaviors Predict Maturity (Forrester).

Customer Expectations 40

Customer Expectations AI CX Technology 40