Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. That was in 2004. We discuss what we found in our research on this episode of The Intuitive Customer. I didn’t know. I didn’t know.

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. It was a tough audience.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Zhecho Dobrev, one of our consultants published his musings on this concept. There are so many options that it can delay a decision.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

APRIL 2, 2020

The Peak End Rule requires organizations to ask what emotions they want to evoke in their customer experience. These emotions should be the ones that drive the most value for your company. They naturally put customers first. The three Fs are wording for Apple employees to use to manage customers’ emotions.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398