Beyond Philosophy

MAY 8, 2017

Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently because of the subconscious cues delivered by the soft drink’s branding and market personality. The Doritos Customer Experience becomes one of frivolity, of not taking things too seriously.

Brands 141

Brands Customer Experience Advertising 2011 141

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. Convicted without a trial.

Customer Experience 159

Customer Experience Hotels Airlines Customers 159

Ann Michaels and Associates

MAY 9, 2023

All of these things play either a subconscious or conscious role in your experience. Big mistake for a variety of reasons, but the lure of getting “free” customer reviews was enough for them to give it a try. I am the silent, unhappy customer. The one tip that stood out to me was to understand your customers.

Customer Service 52

Customer Service Customer Experience Social Media Touchpoint 52

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

2015 163

2015 Customer Experience CEM Webinar 163

InMoment XI

DECEMBER 16, 2021

Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Communication 260

Communication Culture Definition Employee Experience 260

Beyond Philosophy

FEBRUARY 2, 2024

Language holds a pivotal role in shaping your customer experience. Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service.

Consulting 88

Consulting Interaction Communication Presentation 88

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Using scents to help create a positive experience for your retail customers works for many different industries though. Don’t underestimate the scent in your retail experience design. So what can the rest of businesses learn from them?

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

DECEMBER 27, 2019

How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty.

2019 131

2019 Loyalty Customer Retention Consulting 131

IntouchInsight

MAY 16, 2019

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience.

Customer Experience 105

Customer Experience Customers 105

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Marketing 88

Marketing Customer Experience Consulting Customers 88

ShepHyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. He shares how retailers can understand the digital customer experience in the retail world. An experience through the customer’s buying journey is quite crucial and must be addressed by the retailers.

Retail 74

Retail Customer Experience Contact Center Omnichannel 74

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. However, the mini-bar experience isn’t customer-focused.

Hotels 136

Hotels Consulting Customers Webinar 136

Beyond Philosophy

MARCH 9, 2018

In a series of experiments using 2,000 Chinese and American subjects, both men and women thought bringing a reusable bag to the store or doing something positive for the environment was more feminine. They are utterly irrational and often overlooked, yet they are critically important to both marketing and the field of customer experience.

Transportation 178

Transportation Culture Article Books 178

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator. Customers have emotions and your experience produces them.

Banking 142

Banking Webinar Books Customer Centricity 142

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. And this is about more than just customer service. Are there user experience issues you can address?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience?

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. How Subconscious Clues Improve Calls to Action in Websites. All channels for your Customers make up your Customer Experience, including websites. What about Call to Action in the Retail Experience?

CEM 121

CEM 2004 Books Retail 121

ClearAction

FEBRUARY 7, 2020

Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal? Customer experience is not limited to an interaction. This means customer experience is longitudinal, i.e. developed across a long period of time. How do your offers affect long-term customer experience?

Marketing 77

Marketing Customer Experience Brands Leadership 77

Beyond Philosophy

MARCH 17, 2015

Part of the reason the food packaging industry is already so entrenched in using the subconscious is because so many of the decisions we make in the store are subconscious. Your subconscious is a major player in the choices you make every day. Your subconscious is a major player in the choices you make every day.

Sales 151

Sales 2007 CEM Books 151

Beyond Philosophy

AUGUST 12, 2020

Traditional journey mapping is what a customer is doing, but is missing a few things. It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. .

Customer Journey Mapping 187

Customer Journey Mapping Hotels Customer Journey Net Promoter Score 187

CloudCherry

APRIL 22, 2019

Most businesses know that it’s not enough to merely market a product to the customer. Along with the product, brands have invested in creating a customer experience (CX) that will keep customers coming back to them. The simple gesture sticks out and goes a long way in shaping customer loyalty to the brand.

Competitive Advantage 186

Competitive Advantage Article Loyalty Consumers 186

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. Experience Growth: This type uses the Customer Experience to foster customer-base increases in the organization.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Customer Listening. Compelling Action.

Customer Experience 77

Customer Experience Customer Centricity Innovation Definition 77

Beyond Philosophy

FEBRUARY 2, 2015

This happens in the subconscious. Having a great song, jingle, or score makes the ad create positive emotions in the minds of your Customers. Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. Music and branding are a great combination for any organization.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

MARCH 15, 2016

There are so many things that impact our customers and their experience. What aspect of the experience deserves the most attention? ” It’s impossible to have customers care for you if they don’t feel you care for them. If we don’t take care of our customers, someone else will.” ~ Unknown.

Customer Experience 108

Customer Experience Customers Customer Care Communication 108

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. So, you have an experience with some friction and frustration within it.

ROI 78

ROI Return on Investment Measurement Customers 78

Beyond Philosophy

JUNE 30, 2015

There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on with our Customers, too—although I’d wager few of us are working in the $180 million range! Subconscious cues are everywhere that drive Customer behavior.

Net Promoter Score 123

Net Promoter Score Webinar Customer Centricity Loyalty 123

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 188

Management Insurance Net Promoter Score Connections 188

Beyond Philosophy

MARCH 28, 2016

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. When it comes to having a great Customer Experience, all organizations have made mistakes. Chances are, you are making more than one.

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

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. #

2014 148

2014 2015 Books Call Center 148

Beyond Philosophy

JULY 26, 2018

Did you travel to a nearby country and guess that the Congo was probably a similar experience? The point I am getting at is that all of us have expectations about the Congo that came from somewhere, whether it was a personal experience or reading Joseph Conrad’s Heart of Darkness in secondary school.

Customer Expectations 132

Customer Expectations Insurance Reference Books 132

Beyond Philosophy

FEBRUARY 24, 2015

95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Restaurants are adept at getting their customers to relax and enjoy their dinners.

CEM 122

CEM Books Social Media Customer Experience Management 122

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 111

Customer Experience Airlines Banking Retail 111

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language. Not so much.

Presentation 78

Presentation Consulting Interaction Reference 78

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too. For example, they predict that lower prices will bring in more customers looking to spend less of their paycheck.

Marketing 130

Marketing 2008 Books Consulting 130

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We don’t choose between experiences; we choose between the memories of experiences.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Beyond Philosophy

JUNE 8, 2018

Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. For years, research has indicated that the future of success for business is in customer experience. Truly Thinking Like a Customer.

Insurance 128

Insurance Document Retail Books 128