Beyond Philosophy

JUNE 8, 2018

Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. For years, research has indicated that the future of success for business is in customer experience. But recent PwC research shows that businesses have a customer experience disconnect.

Insurance 128

Insurance Document Retail Books 128

Beyond Philosophy

FEBRUARY 27, 2020

a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. This phrase is the psychology behind hyperbolic discounting. You might have seen or heard of the famous set of 1960s-era experiments done in developmental psychology with children and marshmallows.

Financial 187

Financial Consulting Insurance Books 187

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Thematic

DECEMBER 10, 2023

In academic research as well as in the business landscape, qualitative data analysis plays a crucial role in understanding and interpreting non-numerical data.  Customer stories can be transformed into actionable insights, fueling a CX experience that meets the user where they’re at.

Social Media 62

Social Media Feedback Insights Culture 62

Beyond Philosophy

AUGUST 13, 2022

Psychology research determined that there are common areas of personality that all people share with many characteristics that fall under them. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Click here to learn more about Beyond Philosophy’s Suite of Services.

Consulting 88

Consulting Financial Leadership Books 88

ShepHyken

OCTOBER 29, 2019

Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. The Interview with Blake Morgan: If you don’t get the simple stuff down, you will lose customers. The Interview with Blake Morgan: If you don’t get the simple stuff down, you will lose customers.

Employee Experience 82

Employee Experience Culture Books Technology 82

Magellan Solutions

MARCH 19, 2024

Inappropriate user-generated content, such as spam, profanity, or offensive remarks, can alienate potential customers. Automated moderation tools assist, but human oversight is still required for nuanced judgments. Chua mentions that Magellan uses specialized approaches for different areas like customer service and technical support.

Social Media 52

Social Media Marketing Advertising Brands 52

Beyond Philosophy

NOVEMBER 27, 2021

In this episode, we explore how nostalgia can help your customers feel happy about your offerings, too. If you use nostalgia to appeal to customers’ happy memories and feelings by looking at their past, they just might move forward into the future buying from you. Key Ideas to Improve Your Customer Experience.

Presentation 78

Presentation Fashion Consulting Financial 78

ProProfs Chat

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. You record and understand customer pain-points better. What is Customer Service Psychology?

Customer Service 82

Customer Service Social Media Customers Communication 82

BirdEye

OCTOBER 12, 2023

By generating personalized responses and continuously monitoring feedback, businesses can mitigate the damage caused by negative customer reviews and use them as catalysts for improvement. This blog has the 7 strategies for managing negative customer reviews. Table of contents What is a negative customer review?

2023 57

2023 Feedback Demo Consumers 57

Beyond Philosophy

MARCH 22, 2019

I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. –more–> The reason the saying is so well-known is it helps us as human beings cope with uncertainty. Like so many things involving human beings, managing uncertainty is not simple.

Management 96

Management Consulting Loyalty Customer Experience 96

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. By focusing on the whole employee, you can dramatically increase their capacity to deliver an outstanding customer experience! As leaders, we must understand and respect our employee's boundaries.

Contact Center 182

Contact Center Workshop Healthcare Culture 182

Joe Rawlinson

MARCH 20, 2019

Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy. At their core, business and psychology both explore a better understanding of people’s behavior, wants, and needs.

Customer Service 84

Customer Service Social Media Customer Service Representative Reference 84

Customer Bliss

SEPTEMBER 5, 2017

Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. His expertise is in customer experience management, business transformation and cultural change programs. Does the organization use customer research to make decisions?

Customer Centricity 147

Customer Centricity Touchpoint Culture Banking 147

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. The danger with FAE is it leads to a total misinterpretation of customers.

Insurance 179

Insurance Call Center Consulting Interaction 179

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. Meeting Expectations Isn’t Always Enough.

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Loyalty Programs Books 2015 2016 157

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But there are other, not-travel related customer experience shambles too!

E Commerce 199

E Commerce Airlines Hospitality Travel 199

Beyond Philosophy

SEPTEMBER 17, 2022

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust. In other words, understanding people requires understanding their memories.

Consulting 78

Consulting Financial Presentation Customer Experience 78

CSM Magazine

JULY 26, 2023

Understanding the Essence of Wellbeing in the Contact Centre Wellbeing in the contact centre is not solely about making employees happy. By addressing these fundamental aspects, organisations can unlock the potential of their contact centre advisors and empower them to deliver exceptional customer experiences, in a sustainable way.

Exceptional Customer Service 52

Exceptional Customer Service Consulting Culture Webinar 52

Beyond Philosophy

OCTOBER 9, 2021

Human beings are also reluctant to change their ways or even opinions. Psychologically, we tend to cling to what we believe and look for resources that support our views. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Complete this short survey. Click here to learn more.

Consulting 78

Consulting Financial Books Culture 78

Chadwick Martin Bailey

JANUARY 27, 2021

So this story speaks to the power of music to tame the angry consumer—but, more broadly, it’s a study in the importance of understanding and actively managing consumers’ emotions. And it’s taken a lot of HI (human intelligence) to ensure that our final AI solution works well. And, today, we’re all wearing our humanity on our sleeves.

Consumers 98

Consumers Measurement Brands Loyalty 98

Second to None

MARCH 23, 2018

“It’s not too difficult to collect data from customers today, but the task of analysing that data is not so easy. This post will walk you through some of the methods to using survey analytics to get into the mind of your customer. This is where we come to a discipline known as digital psychology.

Voice of Customer 66

Voice of Customer Customer Centricity Consumers Customers 66

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020.

2020 136

2020 Customer Service Contact Center Social Media 136

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing.

Contact Center 113

Contact Center Blog 2025 Banking 113

Customer Bliss

JANUARY 10, 2019

With over 10 years of experience under his belt, leading customer-facing teams, Michael sheds some insight into how he breaks through some of the challenges to get customers to think differently about their energy options. . Use Education and Emotion to Communicate with the Customer. Make it Easy for Customers to Say Yes.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

CX University

SEPTEMBER 18, 2018

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). focuses employees at all levels on the customer, and 3.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

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.” However, it turns out that there is more to pricing than that, and no surprise here, some of that extra bit is psychological. Through what channels?

Reference 88

Reference Retail Sales Brands 88

Chadwick Martin Bailey

OCTOBER 26, 2020

UNDERSTANDING HUMAN MOTIVATION IN THE FACE OF CHANGING TECH ABILITIES. SOCIAL (where I want to belong ) : Other people I know have switched to a 5G internet service. My kids rely on fast internet service with low latency for social connections. The Functional motivation is very clear.

Entertainment 124

Entertainment Technology Connections Consulting 124

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. By focusing on the whole employee, you can dramatically increase their capacity to deliver an outstanding customer experience! As leaders, we must understand and respect our employee's boundaries.

Contact Center 140

Contact Center Workshop Healthcare Culture 140

Beyond Philosophy

DECEMBER 11, 2021

However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition. Not surprisingly, it takes standing out from everybody else to fit in with customers. Key Ideas to Improve your Customer Experience.

Consulting 109

Consulting Financial Customer Experience Consumers 109

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Article 88

Article 2018 Customer Service Customer Centricity 88

Beyond Philosophy

FEBRUARY 16, 2023

Without that understanding, how could I sort through the options and know what was the right choice? Decisions are more straightforward with fewer options, particularly when unfamiliar with the product or service. There are a couple of psychological reasons that explain this common human phenomenon.

Reference 78

Reference Financial Retail Books 78

Retently

MARCH 2, 2023

There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. How was the customer service you received? What is a 5-star survey?

Customer Satisfaction 158

Customer Satisfaction Feedback Net Promoter Score Culture 158

Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. 1: Reference Points. 2: Reasons.

Management 144

Management Reference Hotels Consulting 144

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

AUGUST 25, 2019

For example, your business might go under if you treat too many people like family and not enough like customers. If it is something that requires customers to decide to go with you again and again, then a more relational perspective can help. I am speaking, of course, about internet service providers (ISP). I buy a Mont Blanc.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143