Beyond Philosophy

MARCH 20, 2020

The reason we are is the same reason branding works for your organization to attract customers. It’s a remarkably small number given how much headspace it takes up for all of us. We fear sharks killing us, even though the amounts are objectively small. In other words, it’s not a terrible way of doing things.

Marketing 171

Marketing Consulting Financial Social Media 171

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

2021 88

2021 White Paper Customer Experience Consulting 88

Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared.

Transportation 179

Transportation Information Technology Consulting 179

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience.

Customer Experience 88

Customer Experience Consulting Customer Relationships Download 88

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. Escalating Commitment into a Sale.

Advertising 178

Advertising Consulting Sales Customers 178

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Professor Ryan Hamilton is the only scientist I know.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

SurveySparrow

DECEMBER 20, 2023

It is a given that buying experiences are based on how customers feel they are being treated. Net Promoter Score, or NPS, is a pivotal metric that measures customer loyalty and satisfaction. It helps determine if your customers are happy and likely to recommend your business to others. Understanding each group is vital.

Net Promoter Score 52

Net Promoter Score NPS Feedback Loyalty 52

Beyond Philosophy

JANUARY 10, 2018

As explained in this National Public Radio report , firstborn children have the benefit of their parents’ undivided attention early in life, and that advantage can influence their development. and I am now CEO of a customer experience consultancy, Beyond Philosophy. Past Experiences Influence Your Customers Too.

Consulting 151

Consulting 2018 Loyalty Books 151

Beyond Philosophy

APRIL 2, 2020

We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this. Social Proof describes how we want to do what everyone else is doing, aka peer pressure.

2004 159

2004 Retail Brands Books 159

Beyond Philosophy

FEBRUARY 15, 2021

Behavioral Science is a growing field in business. Today, we will take a closer look at what they do and what they wish everyone understood about behavioral economics in business today. Today, we will take a closer look at what they do and what they wish everyone understood about behavioral economics in business today.

Financial 88

Financial Books Consulting Customer Satisfaction 88

Beyond Philosophy

OCTOBER 22, 2020

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” When you bring attention to things, it influences how people act upon them. They discovered that music playing affected customers’ choices.

Document 114

Document Insurance Connections Consulting 114

Beyond Philosophy

APRIL 23, 2020

Lorraine is demonstrating how the Endowment Effect works. The Endowment Effect is a concept in Behavioral Economics that refers to how people value things highly that they possess simply because it is theirs, and even when others do not. But we aren’t going to get that much for it. Still, there it sits. Sunstein.).

Consulting 179

Consulting Customers Measurement Reference 179

Beyond Philosophy

SEPTEMBER 13, 2017

You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. However, for the majority of people most of the time, Extremeness Aversion guides us for how to choose between options in various situations.

Webinar 149

Webinar Presentation Books Consulting 149

Beyond Philosophy

JUNE 18, 2021

There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” Pricing can produce excellent data, which you can analyze quantitatively and do a lot of fantastic things. What tactics do you use in your pricing strategy?

Reference 88

Reference Retail Sales Brands 88

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. Last year, I attended in Orlando !).

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. Last year, I attended in Orlando !).

2020 143

2020 Events Customer Journey Brands 143

Beyond Philosophy

AUGUST 19, 2021

My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience. What is Customer Science?

Customer Experience 103

Customer Experience Customers Technology Consulting 103

Beyond Philosophy

AUGUST 30, 2017

What about the car you drive, how did you choose it? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. We don’t always realize the things that influence us.

Airlines 130

Airlines 2016 2017 Books 130

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. 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. The Value Curve addresses how people evaluate things subjectively.

Customer Experience 127

Customer Experience Events Social Media Insurance 127

Beyond Philosophy

OCTOBER 17, 2020

When you bring attention to something, it influences people’s behavior. This episode of The Intuitive Customer cover what Priming is, how it works, and how you can employ it in your Customer Experience to foster customer-driven growth. There was quite an uproar about it in the UK. Key Takeaways.

Insurance 60

Insurance Consulting Advertising Sales 60

Beyond Philosophy

DECEMBER 6, 2017

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. If ever there were a time when changing a behavior is a matter of life or death, noncompliance with medication could be it. Attractive.

2005 143

2005 Books Hospitality Healthcare 143

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” There is no silver bullet solution for improving Customer Experience. Hard work is the answer to many of the things that we want. So, we simplify things, which often leads to oversimplification.

Presentation 78

Presentation Hotels Culture Sales 78

Beyond Philosophy

DECEMBER 4, 2020

I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. Organizations that recognize and anticipate this shift will benefit most from the pandemic-inspired modifications in customer behavior. Social Shopping.

Retail 78

Retail Brands Information Consulting 78

BirdEye

NOVEMBER 21, 2022

In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts. There are three main types of social media analytics: social listening analytics, sentiment analysis, and influencer analysis.

Social Media 98

Social Media Definition Multi-Channel Metrics 98

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. How can we design a function that minimizes the possibility of AI delivering the wrong results? .

Customer Experience Management 97

Customer Experience Management Customer Experience Management Contact Center 97

Beyond Philosophy

MAY 31, 2019

We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential. You can remember things as being better or worse than they are. How Memory Works.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Beyond Philosophy

FEBRUARY 8, 2024

How did you do? 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.

Presentation 78

Presentation Consulting Interaction Reference 78

ChurnZero

MARCH 5, 2021

Have you ever bemoaned this common refrain after a customer unexpectedly churns? Your customer said they were happy. Customer engaging? Customer satisfied? Customer seeing results? But still, when presented with the opportunity to leave, your customer just up and churns on you. Confirmation Bias.

Customer Success 98

Customer Success Presentation Customers ROI 98

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. Understanding customers’ self-perceptions is essential for successful targeted customer strategy.

Customer Experience Professionals 78

Customer Experience Professionals Information Definition Connections 78

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Ostensibly, they could figure out how to size the glasses based on the credit card’s image between my eyes. ” Analyze how customers really behave. For example, scarcity works to get customers to act fast.

Books 162

Books Measurement Presentation Interaction 162

Integrity Solutions

JUNE 23, 2022

While the data doesn’t suggest a major downturn is imminent, and things like strength in the labor market and financial system could fend it off entirely, there are numerous warning signs that have economists cautioning that “the economy faces headwinds.” Start With Developing a Recession-Proof Customer Strategy.

Sales 75

Sales Consulting Contact Center Customer Service 75

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Beyond Philosophy

APRIL 24, 2017

Lying is a rotten thing to do. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. We can all agree that lying to customers is wrong. Big lies lead to small chances of being trusted.

Consulting 126

Consulting Banking Webinar Employee Experience 126

SurveySensum

JULY 24, 2023

The retail world is changing at warp speed, and so are customers’ needs and expectations. Customers want to experience all the cool trends but also want their needs and expectations to be met. According to Salesforce Customer Engagement Research 2022 , 73% of customers expect companies to understand their unique needs and expectations.

Retail 52

Retail 2023 Customer Experience E Commerce 52

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. There are great relational databases out there.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

CSM Magazine

FEBRUARY 6, 2024

This seemingly small element of your video content strategy influences viewer behavior, draws attention, and ultimately determines whether your content gets the engagement it deserves. They are the first thing viewers see, often deciding within seconds whether a video is worth their time.

Customer Engagement 52

Customer Engagement Engagement Connections User Experience 52