The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

The Intuitive Customer - Improve Your Customer Experience To Gain Growth

Beyond Philosophy LLC

We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as a global influencer on Customers, and Prof. Ryan Hamilton, Emory University discusses how you can improve your Customer Experience and gain growth. This review sums it up: "The dynamic between the two hosts absolutely makes this podcast. Each brings a unique take on the topic, their won perspective, and play off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter". It is brought to you by Beyond Philosophy through our consultancy, training, and market research. Visit BeyondPhilosophy.com

213 Episoder

  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    Big Controversy: Should We Stop All Certification Now? Join the Debate…

    34:42

    Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead, Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong. Mead says that our training is outdated, impractical, and worthless and needs an overhaul for practicality.  I disagree. Mostly. Surprisingly, I feel like he makes good points. However, I do not think such an extreme measure is necessary or even a good idea.  Tune in to hear what Mead has to say about training, accreditation, Customer Experience Influencers, and even the term “Customer Experience” itself.    Key Ideas to Improve your Customer Experience We set this episode up as a debate and attempted to follow that format. Then, with Ryan as the presiding judge, Mead and I present our arguments, counterarguments, and suggestions for improvement.  Here are some critical moments in the discussion. 02:12  Mead shares his work experience and how he ended up as a self-described Customer Service Experience advocate.     04:56  Mead says that while a mass statement, he believes that Customer Experience is not appropriately defined by all that teach it and how we would explain it instead.     10:03  Colin explains his approach and that while he thinks Mead’s arguments have validity, Colin does not agree with his sweeping statement. 14:43  Mead explains that accreditation earned in two days does not prepare anyone to work in Customer Experience alone; practical experience is necessary.     17:54  Mead explains that a second problem is that today’s Customer Experience experts want to implement technology that is not what customers want.    23:44  We discuss why rebranded marketing people are not the best for heading up a customer-centered contact center experience. 26:05  We both present what we would do to improve Customer Experience training and accreditation moving forward.    To contact Mead directly, follow him on LinkedIn, Alex Mead, or email him at alexMead@sky.com. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    The Intuitive Customer Trailer

    4:09

    Great business insights with a touch of humor, all put over in a clear, easy-to-understand way.  Each week we discuss how you can gain and retain more customers and solve business problems. We look at the theory of how and why Customers make decisions and then break this down into practical actions you can take. Here is one review which we think sums up the show. “The dynamics between the hosts of this show absolutely makes this podcast. Each brings a unique take on a topic, their own perspective, and play off each other’s sense of humor. I come away after each episode with a feeling joy and feeling a bit smarter. Win-win”.  You are in great hands as the hosts have vast experience and are respected across business. Colin Shaw, who LinkedIn calls one of the top 150 business influencers and has 390,000 followers; and Professor Ryan Hamilton, teaches marketing and psychology at Emory University; he also used to be a stand-up comedian.  If you want to learn and laugh, give us a try!  Check us out at BeyondPhilosophy.com.
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

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    Stumped for New Ideas? This is What is Stopping You

    27:43

    Do you remember Blockbuster, Circuit City, or Kodak? I ask because these brands are not around anymore. They were once the leaders in their field, the only game in town in some cases, but now they are gone. They disappeared because they didn’t respond to changes in the marketplace with new ideas. It isn’t unusual for an organization to be set in its ways. 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. It is only with effort that we see a different perspective.  In this episode, we explore why it is that we tend to stick to our opinions rather than seeing the other side of an issue. We also talk about how diversity in opinions can help create a culture at an organization that is collaborative without being combative. Finally, we discuss ways that an organization can use diversity in opinion and viewpoints as the basis for creating new ideas that ensure their brand won’t disappear like a national brick-and-mortar video store in the 2000s.  Key Ideas to Improve your Customer Experience The inspiration for this episode was book by Yuval Noah Harari's Sapiens: A Brief History of Humankind. Harari does an excellent job showing different viewpoints for long held and widespread beliefs that cause the reader to stop and reconsider their views on the topic. This open and balanced view of opposing opinions is what we advocate when trying to come up with new ideas that foster customer-driven growth in your organization.  Here are a few key moments in the discussion:  03:15  We talk about Sapiens and how the author asserts that becoming farmers probably didn’t make humans any happier than they would have been by remaining hunter gatherers.    06:06  Ryan explains the psychological reasons that people have a hard time seeing multiple viewpoints on an issue or alternative solutions to the one they favor.     09:49  We share one of the reasons we don’t want to accept other viewpoints, which involves conserving cognitive resources and other emotional reasons.   13:22 Ryan shares how scientific progress leads to shifting paradigms, and these changes are good for everyone in the community. 16:35  We explain how a complex world needs complex solutions to resolve it, and anything less will not serve you to make the changes you need.   19:37 We take turns sharing the four actionable ways you can incorporate this style of problem-solving and creative thinking in your organization, starting with gathering a diverse group of people together to collaborate. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    5 Rules That Absolutely Build Customer Loyalty

    28:23

    A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. 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 I had a more efficient family and less expensive friends than you have now, would you like to trade? I can guarantee they will save you time and money.  My guess is probably not. We don’t measure the worth of our families and friends with metrics like time and money savings. We have an emotional bond with them that we cannot replace with a better model or an updated version.  Loyal customers are the same way. They have an emotional bond with the companies they do business with and those feelings are why they come back over and over again. Not surprisingly, loyal customers are the most profitable and have a direct effect on your bottom line.  In this episode we explore the five rules that absolutely build customer loyalty. These rules help you design an experience that creates those emotional bonds and the loyal customers that come with them.  Key Ideas to Improve your Customer Experience When it comes to building experiences that produce the emotional relationships that promote customer loyalty, there are no shortcuts. It requires thinking long-term and in detail about how you interact with your customers. Our five rules help organize that process into actionable steps.  Here are some highlights of our discussion: 03:37  We talk about how many organizations think too much about the short-term goals and not enough about long-term goals.  07:59 We talk about how loyalty requires both parties to give and take, compromise, and understand each other, so organizations should remember that it goes both ways.  14:48  Ryan explains the difference between inertia and real loyalty, and why mistaking one for the other can be a real problem for organizations.  20:47   Colin talks about one of his favorite topics, customer memories and their relationship to forming emotional and loyal connections with organizations. 23:12  We bring it back to the emotional part of an experience that many times organizations overlook in their pursuit of business.  25:42  Colin explains the importance of having an Emotional Bank Account with people and to keep up with putting deposits in it.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    I'm in a Pickle: Will Offering Free Products Increase My Sales?

    25:03

    We all love to keep what is ours. As soon as we have possession of something, it becomes part of our “endowment,” a fancy word for “our stuff.” Psychologists call this the Endowment Effect, and it explains how we value things that we have, even if we got them for free. However, we also hate losing our stuff, even more that we enjoy getting new stuff. Psychologists call this Loss Aversion, and it is the overall concept that explains why your free trial might help increase your sales. Some people would rather pay for something they used to get for free than lose access to it.  In this episode, we answer a question from one of our listeners, Mohammed, who wanted to know how to convince his team to implement a free trial to increase sales. We shared our theories about why it might work and what we recommend.  Key Ideas to Improve your Customer Experience There are practical considerations that accompany implementation of a free trial to optimize your success. We discuss a few of them in the podcast: 02:41  We share the problem, which is part of our “In a Pickle” feature of the podcast where we address listeners problems with practical applications of the behavioral sciences.     04:48  We explain the Endowment Effect and how it relates to Loss Aversion.     08:10  Colin shares an example of how a return policy can make or break a “free-trial” experience.     14:01. We talk about how you can use the successes with a free trial to outweigh some of the costs of having one.     15:10  We talk about the concept of follow-on sales where bringing on new customers presents an opportunity to sell them additional goods and services.   18:41  Ryan talks about Reference Points and how it can be difficult to get some people to pay for something they used to get for free unless you make it clear that is the arrangement from the start. 22:01  We summarize our suggestions for Mohammed to convince his team to implement a free trial in his company to increase sales.    Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    I'll Be Back! The Phrase We All Want Our Customers To Say…

    35:44

    Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers' business. So how do you get them to say, “I’ll be back?”  Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. In this episode, we discuss some of the concepts he shares in the book, including a six-step process you can use to create an I’ll-Be-Back experience for your customers.   Key Ideas to Improve your Customer Experience Hyken's goal with the book is to give practical tips to create better than satisfactory relationships. One of Hyken's main messages in all his work is that organizations should be better than average consistently and predictably. When you are better, customers come back.  The core message here is you have to look at those things through the customers' eyes. But, also, every individual in the company should ask, "Is this right for the customer?" before they do anything. Here are a few key moments in the discussion: 02:44   Hyken shares the main idea behind his book, including its origin and how it became his latest passion project. 06:55   Hyken explains why “Fine” the f-bomb of Customer Experience is. 09:45   We learn an abbreviated version of the six-step process to creating an I’ll-Be-Back experience. 13:49   Ryan talks about how best practices can be reductive if too many firms use the same strategy.  17:59   We discuss the importance of meeting the needs of the customers and not confusing that wisdom with the tactics used to meet them. 21:54    Hyken shares a story about when an early delivery cause a big problem for one of his clients and how it could have been avoided.  26:33   Colin introduces the idea that you should be sure that your customers are returning because they feel loyalty, and not just because they haven’t bothered to make a change. If you want to learn more about the book, please visit Hyken.com.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    Is Your Marketing Inadvertently Damaging Your Customer Focus?

    36:03

    You probably didn’t mean to do it. You were just trying to market the latest brand effort to your new and existing customer base. You were doing your job; getting the message out. Unfortunately, your marketing inadvertently damaged your customer focus.  However, marketing isn’t the only area to blame for the problem. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you. It turns out that all of these areas contribute to the customer orientation of your organization. Having a handle on where you are for each of them is an excellent way to improve your customer focus.  In this episode, we explore the ways that we assess an organization’s customer centricity from the most unfocused on customers, or Naïve, to the most, which are Natural. We take a deeper dive into what we look at in three contributing areas, including Customer Strategy, Marketing, and Customer Expectations. Our hope is that you will be able to do it for organizations, too, starting with your own.  Key Ideas to Improve your Customer Experience These three areas are significant influences on how we assess an organizations customer centricity in various ways. For Customer Strategy, we see more nuance in the customer segmentation for the Natural companies. In Marketing, we consider how much communication there is throughout an organization so everyone that is in contact with customers is “in the know.” We also look at how often a company takes on customer research to detect changes in Customer Expectations. All of these assessments help us determine where a company is on their journey to putting the customer at the center of everything they do.  Here are a few key moments in the discussion: 05:07   Colin explains how Customer Segmentation demonstrates the customer focus of a company. 10:24  We introduce the idea that the Customer Experience strategy should permeate and be the dominant throughout each department’s functional strategies. 15:31  Colin introduces the Marketing area and how that shows where customers rank in the company’s focus.  20:07  We explain why and how market research is another indicator of customer-centricity.  22:24  Colin explains why managing Customer Expectations are indicative of customer-centricity. 29:04  We share why it is important to keep up customer research to stay on top of changes with Customer Expectations.   Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    The Hidden Messages That Are Killing Your Culture Without You Knowing

    36:19

    If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical things that the most customer centric companies do differently than the average company. It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings.  In this episode, we discuss how we categorize the customer centricity of organizations and use the areas of People and Culture and Leadership to determine it.  Key Ideas to Improve your Customer Experience There are four distinct types of organizations regarding customer-centricity, which we call our Naïve to Natural Model. There are Naïve organizations that do not or will not put customers first, Transactional ones that know they should do more but aren’t, Enlightened companies get the importance of it but are still working on putting them there, and Natural companies, well, they just do it.  We use nine areas to determine where an organization is on this model. Two of the most significant are People and Culture and Leadership. How you handle these areas and how they relate to customers indicate where you are on your Naïve to Natural journey.  Here are a few key moments in the discussion: 03:19 Colin defines what customer-centricity is for an organization. 05:07 We share the four types of organizations that we use to codify organizations for customer-centricity.  07:04 Colin explains how there are nine areas that affect an organization’s customer centricity, starting with people. 11:36 Colin shares a story about how he knew an organization was Transactional based on how much time they devoted to customer training in employee orientation.  23:27 We introduce another area of customer centricity, Culture and Leadership. 25:44 Colin explains how they once used a speed dating format to get senior managers back in touch with customers.  27:58 We share how the position of customer issues on the company’s team meeting agenda indicates how important they think it is.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.    Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. 07AQTjnAJQZqFoOfBsUz
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    How Behavioral Science Will Dramatically Increase Your Response Rates

    28:05

    No one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing, circulating, and then editing an email some more only to have readers skip it and click on another, more compelling email in the inbox. We write and send emails to get people to do something, starting with reading it.  In this episode we explore the ways that email marketers can increase response rates to their campaigns using the concepts from psychology and behavioral economics. By using the way humans respond to information as a guide, you can change the reaction your email creates in people, and get them to respond more.  Key Ideas to Improve your Customer Experience There are two main concepts that we focus on in this episode, Framing and Loss Aversion. Framing explains how the presentation of information is never neutral and how that affects people’s reaction to it. Loss Aversion explains that we react more intensely to losses than we do to gains. Using the combination of these two concepts, you might be surprised at how different the response rate to the same information in an email can be.  Here are a few key moments in the discussion: 04:16   Ryan presents an explanation for Framing and Loss Aversion, and how you can use them to persuade people to do something. 08:51  Ryan explains how there is also a Negativity Bias at play which suggests we prefer negative information over positive information. 10:08  We make an important distinction between presenting losses and being negative,  and how one does not necessarily lead to the other every time.  12:07   We describe how FOMO, or Fear Of Missing Out, is a form of Loss Aversion that can be useful when writing email copy.  15:07   Colin shares a tool that he finds helpful for writing headlines that are compelling for content, which could be useful for email subject lines. 21:54   We explain why understanding your customers goals and motivations will help you create a message that gets their attention. 24:59  We share all the specific things you can do to make your emails more compelling and increase your response rates.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
  • The Intuitive Customer - Improve Your Customer Experience To Gain Growth podcast

    5 Rules to Guarantee a Return on Investment (ROI)

    27:29

    A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. 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 couple of years ago, research from some well-respected firms came back with the conclusion that investing in Customer Experience is not paying off the way that organizations had hoped. One of the reasons that might be the case is because many people are investing in Customer Experience just because everyone else is and, as a result, are focused on the wrong things. So, to change that focus and prove that your efforts are paying off, we wanted to give you a formula for success.  In this episode, we explore the 5 Rules to Guarantee a Return on Investment. From making sure you understand how your experience drives value for people to thinking outside the box to measuring everything you do; we have the way for you to prove that your programs work. But, perhaps most importantly, we show that you, as the champion of them, are the person that can get your organization the results they want and the customer-driven growth they need. Key Ideas to Improve your Customer Experience We designed our five rules to help change your focus to what matters to customers to drive results for your bottom line. This process starts with Emotional Signature® research, which enables you to see what drives value for your organization and the hidden wants and needs that your customers really want but probably didn’t tell you. The 5 Rules to Guarantee a Return on Investment are as follows: Do your homework.  Think outside the square. Remember, costs are part of the formula. Have a Fail-Fast Mentality Measure everything. Here are some critical moments in the discussion: 03:37  Colin explains how doing your homework means digging deeper on what customers really want so you know what drives value for your customers in your experience. 08:30  We discuss how important it is to differentiate yourself from the competition by going beyond adopting industry best practices and looking ahead when planning your strategy in the marketplace rather than responding to change afterward. 14:16  Colin shares his no-miss strategy for ensuring that what you request in the budget will get approved (Hint: It involves getting the finance team on board). 18:31  We talk about how you have to try things and fail so you can learn what works and adjust the rest; it’s a “Ready, Fire, Aim!” approach to change. 21:46  Colin shares how when you can show your results, you also show that you are a person that makes decisions based on strategy and gets results on them. 24:05 We review and summarize all five rules as well as what you should do with them. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

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