{"id":31944,"date":"2023-08-12T15:55:09","date_gmt":"2023-08-12T19:55:09","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=31944"},"modified":"2023-09-04T15:58:33","modified_gmt":"2023-09-04T19:58:33","slug":"critical-thinking-where-are-you-on-this-new-customer-time-paradigm-2","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/critical-thinking-where-are-you-on-this-new-customer-time-paradigm-2\/","title":{"rendered":"Critical Thinking: Where are you on this new customer time paradigm?"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" style=\"border:none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/27130731\/height\/100\/width\/\/thumbnail\/yes\/render-playlist\/no\/theme\/custom\/tdest_id\/606730\/custom-color\/f7a011\" height=\"100\" width=\"100%\" scrolling=\"no\" 0=\"allowfullscreen\" 1=\"webkitallowfullscreen\" 2=\"mozallowfullscreen\" 3=\"oallowfullscreen\" 4=\"msallowfullscreen\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p class=\"p1\">I get mad when people waste my time. It&rsquo;s probably why I have such a beef with cable companies and organizations&rsquo; call centers that have long hold times. Wasting someone&rsquo;s time is also a waste of an opportunity to deliver an excellent <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">customer experience<\/a>.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p1\">The source of my ire is likely tied to time being our most precious resource by some estimations. Therefore, when you waste it, you are careless with something with a finite supply. Some of us have more than others available&mdash;or left as the case may be.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p1\">So, when an organization wastes customers&rsquo; time, it can be one of the worst things they could do to increase <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/customer-loyalty\/\">customer loyalty<\/a> and customer-driven growth. Would you want to be anxious to return to an experience that wasted yours? Not bloody likely, I say.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p1\">By contrast, saving time is among the most essential things you could do for a customer. People will pay a premium for it, too.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p1\">Regarding time and customers, one of the most essential things you can do is to make it worthwhile. In other words, any time customers give you should return to them as a memory of time well spent.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p3\"><span class=\"s1\">The ideas expressed thus far here are not ours.&nbsp;<\/span>Time progression is a critical area that key opinion leaders in the experience economy are exploring these days.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p3\">In this episode, we host&nbsp;<a href=\"https:\/\/strategichorizons.com\/\" rel=\"nofollow noopener\" target=\"_blank\"><span class=\"s2\">Strategic Horizons&rsquo;<\/span><\/a> <span class=\"s2\">Joe Pine<\/span>, author of <em>The Experience Economy<\/em> and co-founder of the concept of Time Progression, to discuss what that means and how it can influence how customers respond to your experience.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p3\">Here are some other critical moments in the discussion:<\/p>\n<ul class=\"ul1\">\n<li class=\"li3\"><strong>03:22<span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> Colin asks Pine to explain the concept of Time Progression to the listeners who have yet to become familiar with it.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li3\"><strong>09:49<span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> We discuss organizations doing interesting things with time analysis that companies would be wise to emulate and those that have decided to take up more customer time that companies should not.<\/li>\n<li class=\"li3\"><strong>19:25<span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> Pine explains why <a href=\"https:\/\/hbr.org\/2022\/01\/the-new-you-business\" rel=\"nofollow noopener\" target=\"_blank\"><span class=\"s2\">healthcare is a transformational experience<\/span><\/a>, so it should do better with patients&rsquo; time progression.<\/li>\n<li class=\"li3\"><strong>26:02<span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> We discuss where we think SMART products should go, as Pine wrote in HBR in his article, &#8220;<a href=\"https:\/\/hbr.org\/2023\/03\/are-your-digital-platforms-wasting-your-customers-time\" rel=\"nofollow noopener\" target=\"_blank\"><span class=\"s3\">Are Your Digital Platforms Wasting Your Customer&#8217;s Time?&#8221;<\/span><\/a><\/li>\n<li class=\"li3\"><strong>28:53<span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> Pine shares his practical tips for how to improve your performance regarding time progression with customers.<\/li>\n<\/ul>\n<p><span class=\"Apple-converted-space\">_________________________________________________________________<\/span><\/p>\n<p>Did you know we have a YouTube Channel too?&nbsp;<a href=\"https:\/\/www.youtube.com\/c\/ColinShaw_CX?utm_source=Youtube&amp;utm_medium=LinkedIn+Article&amp;utm_campaign=Newsletter:+Fear\" rel=\"nofollow noopener\" target=\"_blank\">Check it out here<\/a>.<\/p>\n<p>Connect with Colin on LinkedIn&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/colinrjshaw\/\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p>Follow Colin on Twitter&nbsp;<a href=\"https:\/\/twitter.com\/ColinShaw_CX?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p>Click&nbsp;<a href=\"https:\/\/beyondphilosophy.com\/our-team\/ryan-hamilton\/\">HERE<\/a>&nbsp;to learn more about Professor Ryan Hamilton of Emory University.&nbsp;<\/p>\n<p>To learn more about Beyond Philosophy&#8217;s Suite of Services&nbsp;<a href=\"https:\/\/beyondphilosophy.com\/cx-services\/\">Click here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I get mad when people waste my time. It&rsquo;s probably why I have such a beef with cable companies and organizations&rsquo; call centers that have long hold times. Wasting someone&rsquo;s time is also a waste of an opportunity to deliver an excellent customer experience.&nbsp; The source of my ire is likely tied to time being [&hellip;]<\/p>\n","protected":false},"author":3143,"featured_media":24561,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-31944","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31944","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/3143"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=31944"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31944\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/24561"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=31944"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=31944"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=31944"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}