http://www.beyondphilosophy.com/rss.xml Latest news on Customer Experience http://www.beyondphilosophy.com/market-research/measuring-consumer-decision-making-implicitly/ An increasing trend in research today is the use of Implicit techniques: see the Harvard University website https://implicit.harvard.edu/implicit or in the UK the work of Dr Nigel Marlow (London Metropolitan University) and Dr Peter Shire.... http://www.beyondphilosophy.com/market-research/new-research-methodology-to-measure-subconscious-experience/ Free white paper on ground breaking research and its application to improve the Customer Experience. We have been developing a new research methodology with academia to measure:... http://www.beyondphilosophy.com/events/2010-net-promoter-conference-new-york/ 1 and 2 February 2010. Grand Hyatt Hotel. New York, NY. Discount Registration for Beyond Philosophy referrals $200 off - Code: ColinShaw. Click here to request a Special Discount Invitation and get more information. http://www.beyondphilosophy.com/events/institute-of-customer-service-annual-conference/ At the Brewery in London. 23 and 24 March 2010. We are an associate of the conference offering our expert advice and support and Colin Shaw will be interviewing speakers live on stage on day two of the conference. We are able to offer you, our customers, a 20% discount on the non-member rate saving you up to 220 GBP on the full conference package. http://www.beyondphilosophy.com/customer-experience/webinar-the-subconscious-experience-and-its-role-in-customer-retention/ In this one hour webinar led by Colin Shaw, author of three best-selling books on Customer Experience, Steven Walden, Head of Research at Beyond Philosophy, Dr Peter Jones, Chartered Psychologist and Fellow of the British Physiological society and Dr. Nigel Marlow, Consumer and Business psychologist, London Metropolitan University you will go through its implications on designing an experience. Please click here to download our recorded session of the webinar http://www.beyondphilosophy.com/customer-experience/reducing-costs-the-additional-benefit-of-focusing-on-customer-experience/ What better time to write this article than in the current economic malaise. Companies are cutting costs in response to the continuing economic downturn. It makes sense to tighten the belt when times are tough. And many companies tell us they are measuring customer satisfaction and loyalty as a means to determine when their internal cuts begin affecting their customer. Is this a reasonable approach. Well, in a word ALMOST. Here it is why:... http://www.beyondphilosophy.com/customer-experience/how-to-avoid-the-customer-transaction-trap/ Even the best intentioned companies struggle with how to shield their customers from the transactional machine behind everything a company does. What Can Your Company Do. Find it out in this article. http://www.beyondphilosophy.com/customer-experience/how-to-retain-customers-in-a-recession/ What is the Customer Experience you are trying to deliver. What emotions are you trying to evoke. What do your customers really want. What should you do first. These questions were answered in the keynote address given by Colin Shaw at the Call Centre and Customer Management Expo in the Birmingham NEC, Tuesday 22nd of September. Have a look at the presentation here. http://www.beyondphilosophy.com/customer-analysis/how-bpr-and-six-sigma-use-the-voice-of-the-customer/ Whilst it is true that the intent to include the customer is well established within process methodologies, the measurable output remains focused on customer satisfaction and traditional research metrics.... http://www.beyondphilosophy.com/customer-experience/customers-are-not-transactions/ hink through your last purchase, the typical check out experience. You put your purchases on the counter. Your purchases are scanned. You swipe your credit or debit card while your purchases are bagged. The cashier hands you the receipt. In most cases, this transaction is handled efficiently and quickly....