I migliori Improve Customer Experience podcast (2024)

1
Privacy vs. Personalization: Striking the Right Balance to Drive Success 29:43

6d ago29:43

29:43

Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they're being watched. Therefore, it is important to remember that context and who's doing the personalizing matter. Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and …

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Do You Really Understand Your Customer's Hidden Motivation? Here's How to Do This... 30:42

13d ago30:42

30:42

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The "Jobs to Be Done" framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to v…

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Is Ghosting Killing Your Sales? Here's How To Overcome It 30:35

20d ago30:35

30:35

Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has beco…

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Revealed! The Silver Bullet of How to Improve Your Customer Experience 31:02

27d ago31:02

31:02

"What's the one thing we need for a stellar Customer Experience?" If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weig…

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Master the Art of Staying Cool: 5 Rules to Handle Customer Crises 29:00

1M ago29:00

29:00

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be abl…

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Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus 29:10

1M ago29:10

29:10

Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought eve…

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How to Measure the Hidden Impact on ROI of Evoking Customer Emotions 34:17

2M ago34:17

34:17

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson…

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Psychology of Buying: Why 'Mental Accounting' is Critical to the Decision to Buy 32:06

2M ago32:06

32:06

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like…

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The Ethical Roadmap: 5 Rules for Business Ethics from Academia 37:22

2M ago37:22

37:22

Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quit…

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How to Connect With Your Customers on an Emotional Level and Drive Brand Loyalty 34:17

2M ago34:17

34:17

Practicality is essential. Great ideas you can’t do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. So, this episode gives them to him. Bob isn’t alone. Numerous organizations str…

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How Your Language Dramatically Shapes People's Opinions of You, for Better or Worse! 26:31

3M ago26:31

26:31

Have you ever heard the following? Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then. If you haven’t and you don’t live in the UK, Colin wouldn’t be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends …

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Unlocking Customer Insights: Mastering the Art of Effective Customer Research 36:12

3M ago36:12

36:12

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s n…

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What Sport Teaches Us About How to Improve Your Customers’ Experience 30:05

3M ago30:05

30:05

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford (justin@customersmarts.co), founder of a Customer Smarts shared how sports can teach us…

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How To Find The Right Balance Between Fraud And The Customers Experience 36:58

3M ago36:58

36:58

Per Statista, the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente, a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion's published a stud…

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7 Rules Guaranteed To Change Your Customer's Habits To Gain ROI 33:44

3M ago33:44

33:44

Picture this: Your customers, like individuals, operate on habitual inclinations. So, if they habitually favor a competitor’s product or service, how does one instigate change? Here, we present seven potent ways to turn the tide. But before diving into these transformative strategies, let's peer into the psychological underpinnings of habits. They …

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6 Incredibly Important Learnings from 2023 Critical to Apply in 2024 24:41

4M ago24:41

24:41

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Reflection is a key part of the growth process. That’s why we are excited to continue our tradition of reflecting o…

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How Unleashing AI to Transform CX Can Be for The Better or Worse! 38:21

4M ago38:21

38:21

This year has undeniably been dominated by the rise of AI, bringing both positive and negative outcomes. We host Alex Mead, Global Customer Service Experience Director of Alvarez & Marsal (alexmead@sky.com), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their …

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The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond 26:16

4M ago26:16

26:16

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI's enthralling me these days, and it seems the world's caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it's likely on many of your radars too. Exciting or nerve-wracking—depends on which w…

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One of The Biggest Mistakes Made Today Is Confusing Inertia With Loyalty 32:45

4M ago32:45

32:45

During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty, a closer look at the repeat business statistics painted a different picture. What I observed wasn't a steadfast commitment from their customers; rather, it appeared …

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Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience? 30:58

5M ago30:58

30:58

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience? I often say, "None of us are as clever as all of us." However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to sh…

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How do I get the whole organization to truly embrace the customer? 33:11

5M ago33:11

33:11

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more th…

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How 'Regret' is The Most Powerful Tool in a Marketers Armory 29:32

5M ago29:32

29:32

Regret is a powerful emotion. One might not think it has a place in a marketer’s messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also be a powerful tool. The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn’t, too. Wh…

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Crucial success factor: 8 ways to get others to sell your product for you 29:23

5M ago29:23

29:23

It’s pickle time again here on the podcast. This time John has a pickle with his new business. He wants to know some ways that he can get other people to help him sell his products and services. We knew several ways, eight in fact, and they might help you, too. One thing to consider when you listen to this list is how each of the tactics gets you w…

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Discover the 14 game-changing opportunities and risks awaiting you in 2024 31:12

6M ago31:12

31:12

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year. Ryan is American, a population Colin characteriz…

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A surprising truth! Customers really don't want choice and what to do about it 28:31

6M ago28:31

28:31

When a Stanford professor brings snacks to class, it’s fun. But you can bet it’s also an experiment, and he’s probably testing how people make choices for today and for todays that will come in the future. It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, …

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Unleash the power of this framework to drive brand success! 35:10

6M ago35:10

35:10

Poor Irene Beard. She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Beard’s question brings up some interesting concepts regarding brands, their origins, their evolution, and their existence for o…

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Why customers change their minds and make sure it's to your advantage! 29:08

6M ago29:08

29:08

So, you think the sale is in the bag. The customer signed the paperwork and everything. However, when you log in the next day to email, there is a cancellation. You think, what happened? People change their minds all the time for a lot of different reasons. Sometimes, it is about something they ordered or bought; sometimes, it is about paint color …

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Why we all don't plan effectively. It's not what you think it is! 31:54

7M ago31:54

31:54

For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. Kahneman and Tversky call this…

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The growing trend of adding 'additional fees', is this good or bad? 32:26

7M ago32:26

32:26

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience. However, they might not. Unfortunately,…

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Rant Alert! These things drive me NUTS in a restaurant, what can we learn? 26:56

7M ago26:56

26:56

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. We are awa…

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How can I establish a reputation for low prices WITHOUT seeming cheap and of low quality? 29:32

7M ago29:32

29:32

A podcast listener is in a pickle! Catherine wants to establish that her firm is known for low prices. However, she wants their reputation to avoid seeming cheap or low quality. Cheap and low quality is brand promise few firms want to make. However, many brands want to have a reputation for low prices and high quality. Unfortunately, this brand pro…

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Are you ready to implement AI and improve your customer experience? 40:27

7M ago40:27

40:27

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. The ability to make these prediction…

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Maximise your pricing by using these 3 simple tactics to gain profit 40:35

8M ago40:35

40:35

We are very judgmental, particularly when it comes to prices. We can always tell whether something is a good or bad deal. The fact that some of the ways we do this are not as accurate as others doesn’t even occur to us. Knowing that customers have different ways they evaluate your pricing that are sometimes inaccurate shouldn’t upset you, though. I…

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8 tips to make the time your Customers wait seem acceptable 31:44

8M ago31:44

31:44

It stinks to wait around for something as a customer. Whether it’s in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. However, it’s a fact of life that customers have accepted over time. It also stinks to know that your experience makes customers wait sometimes. You probab…

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Learn how the time Customers wait reveals how internally focused you are 29:40

8M ago29:40

29:40

Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that’s usually a sign that not waiting would have been difficult or inconvenient (read: expensive) for your company. However, not valuing customers’ time is probably the most expensive mistake you can make. Then, of course, there are the times when …

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Critical Thinking: Where are you on this new customer time paradigm? 31:35

8M ago31:35

31:35

I get mad when people waste my time. It’s probably why I have such a beef with cable companies and organizations’ call centers that have long hold times. Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience. The source of my ire is likely tied to time being our most precious resource by some estimatio…

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How perception plays a critical role in building a great Customer Experience 31:00

9M ago31:00

31:00

We have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. It’s a matter of perception and understanding this concept can help avoid this mismatch in the future. One of our listene…

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Want to build a successful career? Follow these key insights 30:35

9M ago30:35

30:35

18 months. That was the timeline Colin gave himself to move from a sales job to a general manager post. It was a long time ago now, the kind of thing one remembers when they look back over a decades-long career. However, it also worked. Colin did make that transition, moving throughout departments and learning new skills, and always with the goal o…

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What really is an authentic experience and does it really drive growth? 34:43

9M ago34:43

34:43

At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is often the case with our discussions in the podcast, the subject becomes complex under scrutiny. Our motivation to discuss authenticity stems from a podcast listener's request. They find themselves grap…

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How do we differentiate our experience in an ever competitive world? 31:38

9M ago31:38

31:38

Have you ever noticed how many vitamin options there are at a drug store? If not, you should know there are hundreds. It is bloody overwhelming. All these vitamins got us thinking about differentiation. If your product isn’t that different from another, like a B-12 vitamin, how do you differentiate yourself from the competition? Vitamin companies a…

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How to avoid this preventable mistake too many are making with AI 34:14

10M ago34:14

34:14

Many organizations are making a common mistake when it comes to AI. They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. By changing their strategic approach, they could gain a significant competitive advantage. Take, for instance, a telecom company that developed an A…

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Here's why the small things in your experience are the most significant 32:24

10M ago32:24

32:24

_________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University. To learn more about Beyond Philosophy's Suite of Services Click here.…

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The astounding reason customers buy that they keep a secret 32:46

10M ago32:46

32:46

You wouldn’t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A converted apartment building has turned its unassuming appearance into an excellent experience for its guests, and how they do it isn’t that big of a thing, quite the opposite. It’s the little things make a…

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The power of saying 'no'! Use this new framework to help you control you life 37:55

10M ago37:55

37:55

You probably don’t say no to people enough, especially if it’s to your boss. Like most of us, you are conditioned to cooperate with others, which means we usually say yes to most requests to avoid conflict. However, learning to say no in the right way, might also avoid conflict while simultaneously giving you back control over your life. We host au…

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5 Rules for forming an strong relationship with your customers via your brand! 31:41

10M ago31:41

31:41

Your customers are having a relationship with your brand right under your nose. Do you know if it’s a strong, healthy one? Our connection with brands is much like any other relationship in our lives, with some being healthy while others are not. Unfortunately, it's not uncommon for people to form codependent or dysfunctional relationships with bran…

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This is how to impress your boss and a Business case for change accepted 32:13

11M ago32:13

32:13

Getting your new program initiatives accepted requires overcoming a lot. So, to help you get that done—and impress your boss doing it—you need to have a winning strategy. The corporate budget is a funny thing. Getting approval on a budget in the corporate world doesn’t mean you get to spend it. Quite the contrary. You often have to get the budget a…

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Context is king! Why too many organizations fail to understand this 30:51

11M ago30:51

30:51

Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer's experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer's context, we must c…

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How to integrate Customer behavior into your journey maps to gain ROI 39:21

11M ago39:21

39:21

Journey Maps can be useless exercises. That’s right…we said it. However, these often-used tools don’t have to be as useless as they usually are. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. Since customer’s feelings…

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How will knowing yourself and managing your emotions make you a better leader 32:26

11M ago32:26

32:26

Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader. It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman, has been a crucial component of the leadership conversation f…

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Lets really understand what Customer Engagement is and how to improve it 28:36

12M ago28:36

28:36

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on t…

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