Customer Experience Solutions

Over time, Beyond Philosophy has created a wide range of unique and often bespoke Customer Experience solutions, utilizing our own tools and techniques.

In doing so, we follow a straightforward, practical and no-nonsense approach. We endeavor to create Customer Experience Solutions via tools that are clear, practical and logical to use. We do this because a tool or method that is simple to use is one that is easily understood and embedded in everyday use.

1. Emotional Signature™

This unique and revolutionary new Methodology is the subject of our new book "The DNA of Customer Experience". This 'thought leading' concept details how emotions will 'Drive' or 'Destroy' value in your business. We can now answer the question 'Where is the Money?', in relation to improving the emotional engagement. 'Emotional Signature™' is the culmination of two years research, conducted in the USA and UK.

If you are an advocate of 'Net Promoter Score' (NPS) then you can not afford to ignore 'Emotional Signature™' as it will tell you how to raise your 'NPS' and gain long-term competitive advantage!

The New World of Net Promoter® - By Colin Shaw
This paper describes how loyalty is driven by emotions and introduces the Beyond Philosophy concept of Emotional Signature™. This describes how some emotions drive and others destroy customer value and how as a result emotions underpin any changes to your NPS.

Driving Financial Performance via Net Promoter® - By Qaalfa Dibeehi
This outlines why it is important to embed Emotional Signature™ as a measure, alongside Net Promoter® and how this will enable you to fully understand the level and quality of emotional engagement you have with your promoters, passives and detractors.

How to improve your Net Promoter® Score by providing an emotionally engaging Customer Experience - By Steven Walden
This outlines the Beyond Philosophy method to uncover the physical and rational drivers to an emotional response. By understanding these, companies have a means to create emotionally engaging and deliberate experiences with their promoters and enable the transition of passives and detractors to promoter status.

2. Naïve to Natural™ Model

Our revolutionary new model introduced in Revolutionize Your Customer Experience, plots which Orientation an organization has reached compared with best practice. The revolutionary tool enables organizations to go beyond the concept and philosophy to actually understand where their Customer Experience is today.

Learn more about the Naïve to Natural™ Model

3. Moment Mapping™

The Moment Mapping™ customer experience theory is an exclusive process we have developed to ensure that you achieve philosophy 2 - "created by consistently exceeding Customers physical & emotional expectations" at each Moment of Contact™. Importantly this covers both the customer's physical & emotional expectations. To the best of our knowledge this makes our theory and process unique. In addition, the Moment Mapping™ theory looks at a number of other critical elements that affect the Customer Experience like targeting and measurement.

Learn more about the Moment Mapping™

4. The Pyramid

The The Pyramid™ provides an insight into how to break down the Customer Experience into controllable chunks and offers a method on how each of these elements can then subsequently be managed.

Learn more about the The Pyramid™

5. Customer Experience Simulation Game

The Customer Experience Simulation Game is a fun and practical way of involving and interacting a group of people to aid, improve and ground their understanding of the Customer Experience.

Following the game, we facilitate a learning session to analyze and discuss delegate's experiences in the Customer Experience framework.

Learn more about the Customer Experience Simulation Game