The Art of Customer Crisis Handling: 5 Rules to Stay Cool and Win
Beyond Philosophy Blog
by Colin Shaw
6d ago
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. This situation happens everywhere. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. The key to handling it well is to master the art of staying cool. To that end, I have five rules to handle a customer crisis. Rule #1 ..read more
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Breaking the Paradox of False Consensus: A Journey to Better Decision-Making
Beyond Philosophy Blog
by Colin Shaw
2w ago
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: Have you ever heard of the Abilene Paradox? This happens when everybody agrees to do something that nobody wants to do. Today, we will discuss how to avoid this situation in your organization. Jerry B. Harvey wrote “The Abilene Paradox: The Management of Agreement” years ago. He named it that because of an incident in his family where they drove 50 miles each way across the desert in an unconditioned car during very hot, dusty weathe ..read more
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Uncover the incredible Impact on ROI of Harnessing Customer emotions
Beyond Philosophy Blog
by Colin Shaw
3w ago
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. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. What ..read more
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Mastering ‘Mental Accounting’: The Key to Persuasive Buying Decisions
Beyond Philosophy Blog
by Colin Shaw
1M ago
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: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges. When my mother-in-law passed, she left money for my wife, Lorraine. After I booked it, she commented that the inheritance paid ..read more
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The Ethical Compass: 5 Rules on Navigating Business Ethics from Academia
Beyond Philosophy Blog
by Colin Shaw
1M ago
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: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast  shared the five rules of professional ethics that we discussed here. Before we get into them, I find it interesting how little training organizations do on the to ..read more
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How to Create Unbreakable Brand Loyalty through Emotional Connection
Beyond Philosophy Blog
by Colin Shaw
1M ago
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: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that c ..read more
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Master the Art of Language: How to Transform Other People’s Opinion of You
Beyond Philosophy Blog
by Colin Shaw
1M ago
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. I am going to share a British idiom, and you are going to determine what it means. It’s simple enough, yes? We will be on the honor system, so score yourself as you go along. British Idioms: Then, “Bob’s your uncle.” I was “Chuffed to bits.” I was “having a chinwag.” I need to “spend a penny.” You there, “on your bike.” The Meaning: It’s as simple as that. I am feeling pleased and excited ..read more
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Customer Research Uncovered: Navigating the Path to Consumer Clarity
Beyond Philosophy Blog
by Colin Shaw
1M ago
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: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know. Today, we look at what is essential to do with your research, and how to do it, and in this article created in partnership with YouGov, the importance of getting results as fast as possible ..read more
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How Applying Key Sports Principles Can Boost Your Customers’ Experience
Beyond Philosophy Blog
by Colin Shaw
2M ago
  You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Sound fun? Then, click here to learn more and submit. Since my request, we were lucky enough to have a new one from Justin Stafford (justin@customersmarts.co), founder of Customer Smarts, based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a ..read more
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Discover the 7 Powerful Rules that Will Transform Your Customers’ Habits
Beyond Philosophy Blog
by Colin Shaw
2M ago
  I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level. There are a few distinguishing features of habits, which include the following: An environmental cue initiates them. The cue triggers the automatic part of our brain to respond with a behavio ..read more
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