Beyond Philosophy

MARCH 21, 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: Sometimes, things go wrong despite your best efforts. So, it’s not a matter of if but when regarding a customer crisis. This situation happens everywhere.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Beyond Philosophy

APRIL 18, 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: Personalization is a key element in doing business today. There are tradeoffs required to make this approximation of a personal relationship work.

Advertising 78

Advertising Technology Brands Interaction 78

Beyond Philosophy

JANUARY 4, 2024

We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. For example, this past year, my podcast partner was working on a book proposal and fell into another book project with a colleague while doing so. So, shake off the skepticism.

2024 97

2024 2023 Net Promoter Score NPS 97

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 ?” The reality is that change and improvement usually take time.

Presentation 78

Presentation Hotels Culture Sales 78

Beyond Philosophy

MARCH 7, 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: You have a hidden impact on your return on investment for your customer experience management programs. She asked the right blokes about this one.

ROI 78

ROI Return on Investment Measurement Customers 78

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Touchpoint Customers Insights 103

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. This podcast is produced by Resonate Recordings.

Brands 158

Brands Social Media 2016 Interaction 158

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. Some of the best leaders have a higher EQ than IQ.

Management 78

Management Leadership Events Customer Service Representative 78

Beyond Philosophy

FEBRUARY 8, 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: Let’s begin this week’s issue with a test. My podcast partner only got two of five, but that was still pretty good, considering he’s from Ohio.

Presentation 78

Presentation Consulting Interaction Reference 78

Beyond Philosophy

AUGUST 20, 2020

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. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 348

Transportation Information Technology Consulting 348

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Moreover, it serves as a useful framework for thinking about relationships.

Management 156

Management Social Media Call Center Connections 156

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Understand what your customers want from your experience: Customers have goals, too.

Customer Experience 177

Customer Experience Consulting Hotels Customers 177

Beyond Philosophy

JANUARY 21, 2020

Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs. Improving your Customer Experience to foster customer loyalty is often an expense that senior management can get behind.

Loyalty 120

Loyalty Connections Consulting Customer Experience 120

Beyond Philosophy

MARCH 29, 2019

Brand Or Customer Experience – what comes first? Branding is imperative to having an outstanding Customer Experience. Branding is imperative to having an outstanding Customer Experience. –more–> We are often asked which comes first, the brand or the Customer Experience? Let us explain.

Brands 114

Brands Customer Experience Loyalty Consulting 114

Beyond Philosophy

AUGUST 23, 2019

In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer. Customer Loyalty is hard to earn but also hard to lose.

Loyalty 129

Loyalty Customers Consulting Connections 129

Beyond Philosophy

AUGUST 16, 2019

Relationship Types and How to Use Them. We act differently in our various relationships. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers. Relational: This relationship is emotional.

Loyalty 102

Loyalty Consulting Interaction Marketing 102

CloudCherry

DECEMBER 23, 2019

Understanding Customers…. And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). So, what Brand has wowed our Customer Success Expert?

CEM 195

CEM Customer Success Return on Investment Customer Relationship Management 195

Kustomer

MAY 26, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen has a heart to heart with fellow business leaders, urging them to take advantage of chatbots so their organizations will acquire and retain customers. Tune in to the full podcast episode to learn more! Tune in to the full podcast episode to learn more!

Virtual Agent 98

Virtual Agent Customer Service Loyalty Consumers 98

Experience Investigators by 360Connext

DECEMBER 31, 2014

In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Our mission, after all, is to create fewer ruined days for customers. Why not sharpen your customer experience skills, hear from amazing people and offer your insights, as well? We have big plans ourselves in 2015.

2015 247

2015 Webinar Entertainment Leadership 247

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy.

Customer Relationships 103

Customer Relationships Consulting Books Insurance 103

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer Centricity 174

Customer Centricity Consulting Transportation Sports 174

Beyond Philosophy

OCTOBER 15, 2022

Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do.

Customer Journey Mapping 78

Customer Journey Mapping Touchpoint Books Consulting 78

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. Look at podcasting as its own program.

Engagement 122

Engagement Culture Entertainment Communication 122

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. We did a recent podcast on how people are sometimes scared of new technology.

Banking 141

Banking Airlines Technology Competitive Advantage 141

Beyond Philosophy

SEPTEMBER 6, 2019

Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . I went back to my office and the first thing I thought was, “What’s a Customer Experience?”

Net Promoter Score 132

Net Promoter Score Consulting Leadership Books 132

Beyond Philosophy

DECEMBER 10, 2019

Like most things about interpersonal relationships, it depends on a lot of different variables. Because of this fundamental concept, gift-giving became a way to move a relationship forward with someone. Both parties must be in sync as far as relationship status, agendas, reciprocity, and value. They might, and they might not.

Consulting 94

Consulting Presentation Loyalty Customer Experience 94

Beyond Philosophy

APRIL 17, 2021

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Register at www.Verint.com/engage.

Consulting 78

Consulting Customer Relationships Download Customers 78

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

2011 141

2011 Banking 2016 Financial 141

Kustomer

MARCH 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen dives into why CX efficiency is a must for any company that wants to be successful, especially in the time of the modern customer. Tune in to the full podcast to learn more so you can be prepared for any situation.

Customer Service 98

Customer Service Omnichannel Customers Events 98

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Beyond Philosophy

AUGUST 29, 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. If you chose A, then you chose wisely—and you decided to like your customers would. This episode of The Intuitive Customer shares our five new rules guaranteed to build trust. Be authentic.

Banking 158

Banking Books Consulting Brands 158

Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. We discuss what we found in our research on this episode of The Intuitive Customer. We learned there are 20 emotions that either drive or destroy value in a Customer Experience.

2004 126

2004 Insurance Consulting Loyalty 126

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. We discussed these five areas in a recent podcast. Focus on the ROI of CX improvement.

2019 139

2019 ROI Net Promoter Score Fashion 139

Customer Bliss

JANUARY 28, 2021

Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Customer experience employees are at the frontlines of every company. It recharges teams to think critically in a new way and serve their customers most effectively. Provide Strength Through Transparency.

Leadership 254

Leadership 2020 User Experience Feedback 254