Episodes
We just want to keep what is ours—even if we got it for free. It’s a psychological concept called the Endowment Effect, and it might be a significant reason people respond well to free trials. In some cases, people are willing to start paying for something rather than lose the free thing they now love. In this episode, we answer a listeners’ question who is “In A Pickle.” He asks how to convince his team to implement a free trial. We share our thoughts on how he can do this & why free...
Published 09/25/21
Returning customers are great. They usually cost less to attract and buy more than new customers. In many ways, a returning customer is a badge of honor, showing that your experience was at least worthy of a second visit. So, how do you get (and keep) returning customers? In this episode, we talk to Customer Experience thought leader and author Shep Hyken, whose new book, "I'll Be Back: How to Get Customers to Come Back Again and Again", shares great ways to build customer loyalty with your...
Published 09/18/21
You likely don’t know how the last ad buy affected Customer Experience. Sure, maybe the numbers, but not the rest. Moreover, you probably didn’t know how you segment customers set up that outcome or how customer expectations have changed. Unfortunately, that means you probably don’t know how your marketing damaged your customer focus. But we can help. In this episode, we share how we assess an organizations’ customer centricity in the areas of Customer Strategy, Marketing, and Customer...
Published 09/11/21
Most companies don’t get it. They think they put the customer at the center of everything they do, but when push comes to shove, they don’t. The fact is customer-centricity is something that starts with a mindset and becomes the way you do things. For some companies, this is Natural, but for others, not so much. In this episode, we reveal how we assess the customer-centricity of organizations into four distinct categories by taking a look how they handle the areas of People and Culture and...
Published 09/04/21
Is the goal of your email campaign for customers to ignore it? Of course not. You want them to do something. However, if you send out an email and none of your customers are doing what you want, then chances are you need to change how you are delivering the message. The behavioral sciences can help your email stand out from the others in the inbox. In this episode, we discuss email marketing and how Framing and Loss Aversion are two psychological ideas that can increase your email response...
Published 08/28/21
If you aren’t getting any ROI for your efforts in Customer Experience, it’s probably because you aren’t focusing on the right things. You need a way to refocus on the areas that drive value for customers and, in turn, value for your organization. First, you need to follow the rules. In this episode, we explore the 5 Rules That Guarantee a Return on Investment. From discovering what customers want to thinking outside the square to measuring everything, we have the ways to prove that your...
Published 08/21/21
We did it! We set out to make a podcast that explains the psychology of customer behavior and the reality of these scientific principles in action to be a useful resource on their Customer Experience journey. Now, we have 200 episodes that we hope do that. In this episode, listeners will enjoy a recap of some of greatest hits. We review six of our favorite podcasts, the key learnings from each, and what we liked best about the discussion that can facilitate customer-driven growth.
Published 08/14/21
You do not control all the influences on your customers' impression of you. Halo Effects are a psychological phenomenon where people form a general impression about some person or thing, and it influences how customers anticipate and perceive your experience. Depending on how customers feel about you, they can go either way.  In this episode, we explore how Halo Effects influence customers in different ways. We also talk about what they mean to your Customer Experience management strategy...
Published 08/07/21
Beyond Philosophy has won Financial Times recognition 3 years running for leading management consultancy organizations. We credit our success to a team-building strategy of complementary skills. So it occurred to me that I should share my formula for success. In this episode, we explore the 5 rules for building a successful Customer Experience team. These rules are the concepts we use for our team building and the team building we do for clients, so we know it works—and hope they will do the...
Published 07/27/21
Beyond Philosophy has won Financial Times recognition 3 years running for leading management consultancy organizations. We credit our success to a team-building strategy of complementary skills. So it occurred to me that I should share my formula for success. In this episode, we explore the 5 rules for building a successful Customer Experience team. These rules are the concepts we use for our team building and the team building we do for clients, so we know it works—and hope they will do the...
Published 07/24/21
Which came first: the marketing team or Customer Experience? You can't have an experience if you don't have an offer or brand promise. But you can't have an experience made of definitions, planning, and projections, either. So, is Customer Experience the new marketing? Or is it another department that works alongside it? In this episode, we discuss the relationship between the two teams. We also come to an agreement about the answer to our question and find the two sides are not as far apart...
Published 07/17/21
Privacy is something that is in short supply for customers these days. As a company, it’s great to have all that customer data. However, as a customer, it feels a little creepy and creepy isn’t a feeling that does good things for your Customer Experience. In this episode, we talk about customer privacy, or lack thereof, and what it means to your Customer Experience. We also talk about what you can do to continue to get the data you want from customers without damaging the trust in your...
Published 07/10/21
Third-party partners can make or break your Customer Experience. Customers don’t distinguish between what you did and what you outsourced; it’s all one experience to them. If you want to deliver a consistent Customer Experience, you should manage any third-party partners involved. In this episode, we explore what can happen when a third-party delivers part of your experience. We cover ways you can manage customer expectations and your partners to deliver an exceptional Customer Experience,...
Published 07/03/21
You might think you are too old to be assigned a summer reading list, but you are wrong. We have 7 books that changed our lives or that we really, really liked for you to read over the next 3 months, hopefully while digging your toes in the sand and holding a fruity drink in your hand. In this episode, we share 7 books that Customer Experience professionals should read, spanning the subjects of experiences to psychology to business books of the 1990s. Plus, don’t look now, but we saved the...
Published 06/26/21
Behavioral science is powerful-when it works. Sometimes, the implementation of the behavioral sciences doesn’t work how you wanted, but it’s not the science that is faulty. Behavioral science needs the right conditions to work for your business. In this episode, we explore the pre-work & implementation tips & tricks we have seen yield the best results. Presented as 5 rules, we explain how you can use behavioral science in your business to create the ideal conditions for success and...
Published 06/19/21
Vicarious learning is excellent. You get the benefit of the lessons taught by the pain of someone else’s failure, without the pain. News headlines, it seems, are full of opportunities for vicarious learning, and the recent past is no different. This episode explores the vicarious learning we can all garner from three recent headlines. Each of these news stories doesn’t seem to be about Customer Experience at first. But upon further scrutiny, you might be surprised what you learn -vicariously,...
Published 06/12/21
You are probably making a mistake in your pricing and you don’t even know it. However, there is science that can help you. While it seems like you should get as high a price you can while you keep moving the inventory is the way to go, there are other considerations you can’t overlook. This episode discusses the tactics and the pitfalls of pricing strategies. Before you break out another buy-one-get-one free promo, consider what your strategy tells customers and how it influences their buying...
Published 06/05/21
People hate losing things. A lot. In fact, they hate losing things more than they like winning. It’s called Loss Aversion, perhaps the most predictable driver of customer behavior that exists. It is also one of the most powerful marketing tools you have. This episode explains what Loss Aversion is and how to use it to your advantage when you design your Customer Experience. We also talk about how you can use this reliable and universal concept in a positive way to get the customer driven...
Published 05/29/21
Customers are not always right. You hear that a lot, but not every customer is. From how some customers treat your team to abusing your systems, some customers are very wrong. In these cases, it is critical that you proactively fire these customers without hesitation. We discuss this concept of firing customers in this episode. We talk about why it’s important and how you should manage the situation. We also explain how firing customers not only benefits your team’s morale, but also your...
Published 05/22/21
Business customers are emotional, too. They want the same things from the firms they buy from at work that they want when they buy at home. It might be business, but it is still personal, and that means you need to manage your business-to-business (B2B) Customer Experience just like you would a business-to-consumer (B2C) one. Well, almost. This episode shares 5 rules you need to follow when managing a B2B Customer Experience to get the customer-driven growth you want and your bottom-line needs.
Published 05/15/21
Everybody lies, from little white lies that don’t hurt anybody to giant whoppers that can topple an empire. Interestingly, we not only lie to other people but also to ourselves. Lies are poison to your Customer Experience and don’t do anything good for the customer-driven growth you hope to inspire with it. In this episode, we tell the truth about lying to customers. We discuss the reasons why people lie, their justifications for it, and the reasons why lying isn’t a good idea.
Published 05/08/21
Does a massive gap exist between what customers expect and what organizations can provide as we come out of COVID? Per research from Verint, the voice of customer experts, it appears we are, and many companies' 2021 success is about to fall into it and disappear.  In this episode, we speak with Verint's Nancy Porte, VP Global Customer Experience, CCXP, about why half of the companies aren't ready to support customers in 2021—and what you can do about it if you are one of them.
Published 05/01/21
We got mail! One of our listeners asked us how businesses with a small budget could employ behavioral science concepts to improve their experience at little or no cost. We shared 11 of our zero cost (or at least next to nothing) strategies for using the concepts we talk about on this podcast. In this episode, we talk about what you should do before you implement a new customer experience moment designed with concepts from the behavioral sciences and how you can get started with little to no...
Published 04/24/21
Many brands face a big problem, and don’t know it. They lost momentum with their customer relationships during the pandemic and risk losing them to the competition. However, brands can take steps now to fix their relationships—and they should make it their first priority. In this episode, we talk with Jason Ten-Pow, President of the ONR CX and author of the new book, UNBREAKABLE: A proven process for building relationships with customers, about how to build deep and profitable relationships...
Published 04/21/21
Your emotions rule many decisions. Your rationality weighs in, too, but often lets your emotions call the shots. Understanding how these two thinking systems work together to make decisions is vital for getting customers to make decisions that lead to customer-driven growth. This episode explores the theories behind customer decision-making. We share practical advice on how you can use both systems of thinking to meet customers where they are so you can move customer behavior to where you...
Published 04/17/21