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

  • By: Beyond Philosophy LLC
  • Podcast
  • Summary

  • 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
    Beyond Philosophy LLC
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Episodes
  • May 25 2022
    The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.  These measures weren’t bad business principles, but they also didn’t send the best signal to the team. Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing. However, the contact center should have been valued. The contact center is an essential component to your experience, and also contains a wealth of information about your customers. With all that rich data pouring in, the contact center can be a front-line help to the company and the company’s brand.  The tide is turning regarding how organizations view the contact center. We have the pandemic to thank for part of this realization about the contact center’s value. One of the few good things that came out of the pandemic was the acceleration of technology adoption and comfort. Plus, the need for contact center workers to work from home meant that organizations had to embrace the cloud, which is an essential element for the contact center technology of the future. In this episode, we host Thomas Goodmanson, President and CO of Calabrio, a global Customer Experience intelligence company that builds software to enrich customer interactions. Goodmanson explains the future of contact centers and why now is an excellent time to be in the contact center game.  Key Ideas to Improve your Customer Experience Goodmanson points out that high turnover rates are a source of frustration for many contact center organizations. Turnover makes it difficult to train your people in the skills necessary to deliver that experience you want for your brand. If you don’t have that front-line team there for the context, the data you collect is full of all your customer behavior insights, but inaccessible to put to work for your customer strategy.  Here are a few key moments in the discussion: 05:41  Goodmanson explains which parts of the employee experience of the contact center employee are broken and why. 08:30  Colin asks Goodmanson to take a deeper dive into how the software available for contact centers enriches human interactions and where that ties into Calabrio’s customer experience intelligence field.14:21  We discuss the area of self-service and how some generational differences might drive the channels for future contact centers.    18:48  Goodmanson describes how software innovation will alleviate some of the stresses and pain points associated with a call center employee’s daily work.   22:00  Colin shares his view about how the experiences of the future that will be most successful are those that are proactive, and asks what Goodmanson thinks about that, too. 24:37  All three of the hosts share their advice and key takeaways for the future of contact centers.        This episode is sponsored by Calabrio.  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 290,000 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 as one of the best management consultancies for the last four years in a row. 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 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
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    28 mins
  • May 21 2022

    Verint  is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap  report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it.

    Key Ideas to Improve your Customer Experience

    Here are a few key moments in the discussion:

    • 03:59 
    • 08:07  
    • 12:51  
    • 20:04  
    • 21:57 
    • 25:02  

    Verint sponsors this episode. Click here to register for Verint's annual engagement conference in Orlando from June 13 to June 16.

    Verint helps the world's most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and the science of customer engagement to meet shifting customer interactions and their ever-increasing demands. 

    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 290,000 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 as one of the best management consultancies for the last four years in a row. 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 35,000 subscribers. 

    How can we help?

    Click here to learn more about Beyond Philosophy's Suite of Services.

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    34 mins
  • May 14 2022
    How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming? I think you get the point. We subscribe to everything. Subscriptions are as normal today as texting or drinking $6 versions of coffee that we can make for ourselves at home.  Subscriptions have a lot of appealing features to customers. In the U.S. Food and Beverage report by Attest, a consumer research platform, we learned that Of course, they also have a lot of benefits to the companies that offer them, not the least of which is a steady stream of income from its customer base.  In this episode, we explore the reasons why customer like subscriptions and how psychology influences these feelings. We also explain how behavioral sciences play a role there, too. Key Ideas to Improve your Customer Experience Many years ago, I subscribed to Amazon Prime to get faster shipping. As a result, I also get Amazon Prime streaming as part of the package, but it wasn’t the driving force behind my decision. Now, the irony is that I choose Amazon Day delivery to reduce how many shipping packages I receive. So, apparently, I no longer need the fast shipping, but I won’t cancel Amazon Prime because I don’t want to lose the streaming service. This example is not uncommon among subscribers. Loss Aversion is a significant influence on our behavior when we continue to subscribe. Here are a few key moments in the discussion: 03:19  Before we get into the theories about why subscriptions work the way we do, we share some interesting examples of programs that are working, from phones to cars to…heated seats?06:27  Colin shares some fascinating statistics revealed by Attest, a consumer research platform, in their latest Food and Beverage report.11:14   Ryan explains the two perspectives regarding subscription services and what each of them likes best about it.    16:54   We discuss how Mental Accounting benefits from the lower installment pricing inherent in subscription programs.20:33  We discuss the role of Loss Aversion in subscription service and how it can benefit organizations that offer them to customers.29:17   We share our practical advice and what we think organizations should be wary of, or tragedy may ensue.       This podcast was done in partnership with Attest. 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 290,000 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 as one of the best management consultancies for the last four years in a row. 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 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.
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    34 mins

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