Beyond Philosophy

MARCH 28, 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: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me.

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. It didn’t.

AI 88

AI Predictive Analytics Customer Acquisition Technology 88

Beyond Philosophy

APRIL 11, 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: One of the things I talk about a lot with clients is customer emotions. The funny thing is that sometimes that motivation is hidden, even from the customer.

Sales 78

Sales Customer Experience 78

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. Here are my top five picks from last week.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Experience Investigators

NOVEMBER 7, 2023

Are your part-time employees delivering the customer experience you want? In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. Have you ever wondered what makes a customer feel valued and cared for?

CX 52

CX Customer Feedback Customer Experience Customer Service 52

Zendesk

AUGUST 9, 2023

Subscribe to Conversations with Zendesk Stay up to date on the latest episodes on your favorite podcast platform such as Spotify , Apple , YouTube , and Stitcher , or return to the Zendesk blog for new episodes every two weeks. In Member Services, the employee experience is the most important part of the customer experience,” he said.

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on investment for the initiatives they have implemented. . This situation should not be a surprise.

CX 177

CX Customer Experience Start-ups Sales 177

Beyond Philosophy

SEPTEMBER 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back and think about the larger strategy. How do you build one? .

CX 132

CX Net Promoter Score Start-ups Customer Experience 132

Beyond Philosophy

MARCH 8, 2019

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know.

Innovation 133

Innovation Customer Loyalty CX Customer Expectations 133

Beyond Philosophy

SEPTEMBER 8, 2022

Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Rule #1: Define. Rule #2: Measure.

Customer Experience 97

Customer Experience Net Promoter Score Innovation NPS 97

Beyond Philosophy

JULY 29, 2021

I advise on some first steps for you to implement strategies based on behavioral science findings. So, today I want to talk about ensuring that your implementations of the behavioral sciences works for your business and the five rules that will help you do that. We talked about these five rules on a recent podcast.

Construction 88

Construction Start-ups Retail Innovation 88

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. In this episode, we discuss Anna’s business pickle and how she can leverage what she learns in journey mapping to improve her organization’s customer strategy. We talk about these areas in the podcast.

Management Consulting 97

Management Consulting Customer Experience CX 97

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 95

Customer Experience Customer Loyalty CX 95

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 92

Customer Experience Customer Loyalty CX 92

Beyond Philosophy

JUNE 7, 2019

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.

Customer Loyalty 115

Customer Loyalty CX Customer Experience 115

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. Customer loyalty is a function of memory.

Start-ups 194

Start-ups Government Customer Feedback Customer Experience 194

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. We talked about this research in a recent podcast. Having a Customer Experience team is a fantastic improvement.

CX 191

CX Net Promoter Score AI NPS 191

Beyond Philosophy

FEBRUARY 8, 2019

To survive, retailers must put the customer at the center of everything they do. –more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience. Unfortunately, this company was not into the idea of putting the customer at the center of everything they do.

Retail 116

Retail Customer Loyalty CX Customer Experience 116

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It is the same exercise with customers. The Reasons Behind Our Reasoning. Let me explain.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time.

Customer Retention 121

Customer Retention Customer Loyalty Technology Technology 121

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. However, when you look at an experience from a customer perspective, customers don’t see it that way.

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Customer Journey Map Customer Loyalty CX Customer Experience 100

Beyond Philosophy

FEBRUARY 1, 2019

As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. Despite these issues, there is hope for using psychology to optimize your CX strategy. We also share how to fix it.

Customer Loyalty 90

Customer Loyalty CX Customer Experience 90

Beyond Philosophy

AUGUST 7, 2019

Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should. We owe you an apology. The language at Starbucks is an example of good friction.

Customer Loyalty 114

Customer Loyalty CX Customer Experience 114

Beyond Philosophy

MAY 17, 2019

Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! All customers want their experiences to be easy. People don’t like when a Customer Experience is convoluted. ” Why?

Customer Loyalty 107

Customer Loyalty CX Customer Experience 107

Beyond Philosophy

JULY 19, 2019

Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage them effectively. ” However, company politics are worth managing because it can help you move your Customer Experience program forward. You will not find training programs on company politics or how to deal with them.

Entertainment 107

Entertainment Customer Loyalty CX Customer Experience 107

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 109

Customer Experience Sports CX Technology 109

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

Beyond Philosophy

OCTOBER 24, 2020

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. A great idea is a beautiful place to start when it comes to improving your Customer Experience to benefit your bottom line. This podcast is produced by Resonate Recordings.

Customer Experience 97

Customer Experience CX 97

Beyond Philosophy

AUGUST 9, 2019

Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover.

VOC 104

VOC CX Customer Loyalty Customer Experience 104

Beyond Philosophy

MARCH 1, 2019

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. To measure customer emotions, you need the proper tools to do a job.

Customer Loyalty 98

Customer Loyalty Customer Satisfaction CX Customer Experience 98

Customer Think

SEPTEMBER 18, 2023

To be counted among them requires preparation.

AI 44

AI Customer Experience Technology Technology 44

VOZIQ

NOVEMBER 20, 2023

Through our best-of-customer intelligence series, we unravel the wisdom distilled from the best minds on the internet, offering a roadmap for subscription businesses to become the trailblazers of change and innovation. We hope these insights guide your business to thrive in the realm of sustained customer success.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Beyond Philosophy

MAY 3, 2019

Have you ever had the feeling that something about a buying experience didn’t feel right? Most times, how a purchase feels is a driver for our customer behavior. This episode of The Intuitive Customer explores why insignificant things are so significant. Why Are Insignificant Things So Significant?

Customer Loyalty 95

Customer Loyalty CX Customer Experience 95

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

Customer Service 188

Customer Service Business Growth Customer Acquisition Start-ups 188