Beyond Philosophy

DECEMBER 11, 2020

I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast.

Customer emotions 435

Customer emotions Journey mapping Management Customer advocacy 435

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

AUGUST 18, 2015

In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. What he discovered is that our “intuition” is not what we thought it was.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

JULY 6, 2016

This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market. China Sees the West as Thought Leaders of Customer Experience. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

AUGUST 10, 2016

or waiting for the tube in London, the consumers in the Asia Pacific region expect you to provide a customer-centered experience. As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. How to Measure Customer Emotions.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

JULY 13, 2021

Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. However, that doesn’t mean that the organization can’t ensure the third-party partner delivers the proper Customer Experience.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

NOVEMBER 19, 2020

These clues affect our emotions, shape our attitudes, and guide our actions. He says we need to begin to understand customer emotions and what stimulates them. If you customize your goods or services and your experiences, you’ll thoroughly engage people.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334