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Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo

Adrian Swinscoe

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […]. The post Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo first appeared on Adrian Swinscoe

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The DIGITAL Suffix

Customer Think

While Digital took an upswing in the last decade (2010-2020); the CORE question we are trying to address here is ‘Why would a pure Management Consulting […].

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Will retail survive the dramatic drop in footfall?

MyCustomer Experience

By Jo Weigh Senior Manager Consulting EMEA WRetail footfall in the UK decreased by 17.1% year-on-two-years (Yo2Y) last month according to the British Retail Consortium (BRC). The BRC. 23rd Mar 2022.

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Trusted advisor: How to avoid the parity trap in professional services

Customer Think

We have worked with very successful law firms, accountants / tax advisors and management consulting firms over the past 25 years. Combined with my personal experience of leading two professional service firms (PSFs), I have outlined some insights and o.

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CX Is Complicated, Not Complex

Heart of the Customer

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making.

CX 88
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CX Is Complicated, Not Complex

Customer Think

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making.

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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

His research focuses on customer satisfaction, customer experience, measurement, and management. To a certain extent, CEOs might adopt my ex-colleagues attitude about customer experience management as they stare into the void of a recession.

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Bad Mistake! Is Too Much Choice Responsible for Destroying My Revenue?

Beyond Philosophy

These are great ways to help customers sort through vast options and get to a manageable amount. Fail to do so and those overwhelmed humans might find your competition’s choice much more manageable. Having a lot of choices is a blessing—until you have too many.

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How Do I Know When a Customer Has Decided to Buy?

Beyond Philosophy

For example, some consultants say that during a sales call, when the prospect switches from talking about what you do to what they do, it indicates that they are making a mental switch to the purchasing process. I love technology, but I can still be old-fashioned when working with clients.

Finance 78
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Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement

SixteenVentures

When you’re working with customers, whatever your role (CSM, Sales, Account Management, Consultant, etc.), you may find yourself acting as a coach. To be an effective coach, you need to strike the right balance between motivation and discipline.

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The Hidden Messages That Are Killing Your Culture Without You Knowing

Beyond Philosophy

25:44 Colin explains how they once used a speed dating format to get senior managers back in touch with customers. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

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Ten Unusual Tips to Ensure Your Company Beats the Odds And Last Over a Decade

Beyond Philosophy

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. My company had a significant birthday this year.

Finance 88
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The Myth of Experience

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. The post The Myth of Experience appeared first on CX Consulting. Intuition is a concept that plays a major role in decision-making for all humans.

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Retail expert Joel Bines on the rise of the “me-centric” economy

Intercom

Most things that people call revolutions are really just evolutions” Then, I went off to business school, and after business school, I met one of the legends of the turnaround space – a guy named Jay Alix, who had a consulting firm called AlixPartners.

Retail 105
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How do I discover if my customer has decided to buy?

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud.

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5 Rules for Building a Successful Customer Experience Team

Beyond Philosophy

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years.

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Is This One of the Most Important New Jobs in Business Today?

Beyond Philosophy

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. appeared first on CX Consulting. In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science.

Finance 193
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These are the critical questions to see if your segmentation is effective!

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need.

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Amazing Business Radio: Rebecca Morgan

Shep Hyken

How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. What can leaders do to help customer service providers manage upset customers?

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An Authoritative view: Three Pioneers of CX predict big changes in 2023

Beyond Philosophy

” 20:00 Carbone announces a milestone for customer experience management, getting a nod from academia. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

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Amazing Business Radio: Colin Shaw

Shep Hyken

Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.?They

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5 rules guaranteed to make you an effective leader

Beyond Philosophy

16:54 We discuss The One Minute Manager , by Ken Blanchard, which emphasizes where your followers are and how ready they are to follow your lead. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

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3 ways to use social selling to boost your financial services strategy

Sprinklr

The enterprise that does not innovate ages and declines, and in a period of rapid change such as the present, the decline will be fast” – Peter Drucker, renowned management consultant, educator, and author.

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The cost of living crisis and increase response rates

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. The post The cost of living crisis and increase response rates appeared first on CX Consulting. We hope you enjoy today’s show.

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5 Rules for Building a Successful Customer Experience Team

Beyond Philosophy

For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

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Embrace this amazing way Customers evaluate you to gain success

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. The post Embrace this amazing way Customers evaluate you to gain success appeared first on CX Consulting. Customers are fickle.

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The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. appeared first on CX Consulting. The contact center at many organizations doesn’t get the strategic consideration it deserves.

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What is your personality type, and how does this affect your success?

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. appeared first on CX Consulting. Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue?

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Wow! It’s been an interesting year! This is what we have learned…

Beyond Philosophy

23:32 Colin reminds us all that history repeats itself, which means that the skills we learned long ago might come in handy again; so, if you can manage it, don’t forget those lessons. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. This is what we have learned… appeared first on CX Consulting. The end of a year is always a nice reminder to reflect on time passed.

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How customers memories can be altered and why we all forget things. (Memory Mini series 3/3)

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Memory Mini series 3/3) appeared first on CX Consulting. When it comes to the behavioral sciences, I love their take on memory.

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Want your post to go viral? Here is the secret formula…

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Here is the secret formula… appeared first on CX Consulting. Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online.

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Announcing the Early Warning System SuccessBloc

Totango

Whether you’re a subscription SaaS company, a management consulting firm, or a hardware company that sells annual contracts for support services, you’ve likely found yourself in a situation where a customer misses a payment.

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Our behavior is motivated by what we recall, so how are memories formed? (Memory Mini series 1/3)

Beyond Philosophy

In essence, managing customer behavior requires managing their memories. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Memory Mini series 1/3) appeared first on CX Consulting.

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Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think

Beyond Philosophy

This week we consult Bob about how to find out if the account he manages as part of his new position trusts his company. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

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Ten Unusual Tips to Ensure Your Company Beats the Odds and Last Over a Decade

Beyond Philosophy

Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

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5 Rules For Changing Your Customer Habits

Beyond Philosophy

The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post 5 Rules For Changing Your Customer Habits appeared first on CX Consulting. A lot of the behavioral sciences can feel intimidating.

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Don’t panic! Here are the many advantages to a recession

Beyond Philosophy

The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Here are the many advantages to a recession appeared first on CX Consulting. Recession is a natural step in the economic cycle, but it’s easy to get overwhelmed by all of the bad news. When economic downturn occurs, we all feel it. Corporations tend to cut back in a downturn, neglecting things like customer experience.