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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Master the Art of Staying Cool: 5 Rules to Handle Customer Crises
Beyond Philosophy Blog
by Colin Shaw
1w ago
You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. They are wrong. It will, and they won’t. Others think they do have a plan, even if they came up with it when the main method of communication with customers was some form of physical ..read more
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Breaking the Paradox of False Consensus: A Journey to Better Decision-Making
Beyond Philosophy Blog
by Colin Shaw
1w 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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Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus
Beyond Philosophy Blog
by Colin Shaw
2w ago
Have you ever come across the Abilene Paradox? It’s when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined “The Abilene Paradox” based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed. Politeness led them to a hot, dusty adventure that none of them enjoyed. This reminded me of a recent experience. I had plans with friends, but as the weekend neared, I wasn’t up for it. I decided ..read more
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Uncover the incredible Impact on ROI of Harnessing Customer emotions
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: 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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How to Measure the Hidden Impact on ROI of Evoking Customer Emotions
Beyond Philosophy Blog
by Colin Shaw
3w ago
A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face. So, she asked us—and we were glad to tell her. What Emily needs is the insight provided by our Emotional Signature research. The E ..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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The Ethical Roadmap: 5 Rules for Business Ethics from Academia
Beyond Philosophy Blog
by Colin Shaw
1M ago
  Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite. Ethics evolve over time, and what’s acceptable today might not be so in the future. Nevertheless, ethics, much like any skill, can be nurtured, honed, and enhanced. It’s intriguing to note the limited emphasis organizations place on ethics ..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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