Videos | Good and Bad Examples of Customer Experience | Beyond Philosophy | Miscellaneous

Videos

How to start a initiative to improve the Customer Experience

Clip #1. An interview with Darren Cornish, Director of Customer Experience at Norwich Union. How they started their programme to improve their Customer Experience, improve Customer retention, saved costs and increased revenues. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.

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  Introduction to Beyond Philosophy
  
  Colin Shaw - Introduction to Beyond Philosophy
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  Understand your organizations Emotional Signature™.
  
  Understand you organizations level of emotional engagement with Customers, a more detailed view. An overview from Steven Walden, Head of Research at Beyond Philosophy reveals the emotions that drive and destroy value following two years of research.
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  Extreme Mystery shopping – the Customer Mirror
  
  How to look at your Customer Experience from a different perspective. An overview by Qaalfa Dibeehi, VP Consultancy & Thought Leadership of Beyond Philosophy
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  Looking at the emotional Customer Experience through Customer mirrors
  
  How to look at your emotional experience Customer Experience. An overview by Qaalfa Dibeehi, VP Consultancy & Thought Leadership of Beyond Philosophy
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  Revolutionize your Customer Experience
  
  How Customer Centric is your organization? Colin Shaw, International best selling author and Founder of Beyond Philosophy explains how all organizations are on a journey from Naive to Natural in the way they are focussed around the Customer
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  Understand your organizations Emotional Signature™. Clip #2
  
  Understand you organizations level of emotional engagement with Customers, a more detailed view. An overview from Steven Walden, Head of Research at Beyond Philosophy reveals the emotions that drive and destroy value following two years of research.
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  Understand your organizations Emotional Signature™. Clip #1
  
  Understand you organizations level of emotional engagement with Customers. An overview from Steven Walden, Head of Research at Beyond Philosophy reveals the emotions that drive and destroy value following two years of research.
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  Three key strategic questions you need to ask yourself
  
  Colin Shaw asks three key strategic questions you need to ask yourself in order to improve your Customer Experience.
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  Colin Shaw Conference Speaking
  
  Colin Shaw, our International author delivering a key note speech at a Conference.
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  The Seven Philosophies for Building a great Customer Experience
  
  From our best selling book Colin Shaw explains the Seven philosophies for building a great Customer Experience.
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  Colin Shaw - The DNA of Customer Experience
  
  Colin Shaw reveals the four clusters of emotions that have been statistically proven to increase Customer's short term spend and drive or destroy Customer loyalty.
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  How to start a initiative to improve the Customer Experience
  
  Clip #1. An interview with Darren Cornish, Director of Customer Experience at Norwich Union. How they started their programme to improve their Customer Experience, improve Customer retention, saved costs and increased revenues. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  How to Engage the Senior Executive to improve the Customer Experience.
  
  Clip #2. How do you get the Senior Executives to engage with improving the Customer Experience? An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  How improving the Customer Experience improves revenues and saves costs
  
  Clip #3. Showing the financial return on improving your Customer Experience. An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  Engaging the organization – Flooding an apartment to show the real Customer Experience
  
  Clip #4. Flooding an apartment to show the real Customer Experience. How this engages the organization. An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  What was learnt from deliberately flooding an apartment
  
  Clip #5. What did you learn from flooding the apartment? What changed? An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  How writing an internal blog engages employees
  
  Clip #6. Writing an internal blog to engage employees. What to look out for. An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  How improving the Customer Experience saves costs.
  
  Clip #7. An example of how improving the Customer Experience will save costs. What have the financial results been of improving the Customers’ Experience? An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  How to differentiate yourself by providing an emotional engaging Customer Experience.
  
  Clip #8. A great example of how to build a great Customer Experience by emotionally engaging with Customers. An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  Key learning’s for running a successful Customer Experience initiative
  
  Clip #9. After 5 years working in this area what are the key success factors in conducting a Customer Experience initiative? An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.
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  Working with one of the pioneers of Customer Experience.
  
  Clip #10. The importance of working with a partner can set you off on the right track. An interview with Darren Cornish, Director of Customer Experience at Norwich Union. Being interviewed by Colin Shaw, Founder, Beyond Philosophy and International best selling author.

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