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. There are so many options that it can delay a decision. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

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

CX Global Media

APRIL 17, 2017

Since 2004, our feature-rich, industry-leading, and award-winning Live Chat and Click-To-Call solutions — Alive Chat and Alive Dial — are being used to meet and greet website visitors, answer questions, increase leads and close sales. Live Chat Accesses Customer Emotions. Source: Company LinkedIn Page. Click to Tweet.

Abandon rate 120

Abandon rate Customer emotions Sales Advertising 120

aircall

FEBRUARY 21, 2018

From a social and emotional perspective, these conversations can quickly add up, and it’s usually the hardest working employees who feel this burden the most. A 2004 study found a correlation between employee conscientiousness (i.e. how committed an employee is to their position) and the effect to which emotional stress impacted work.

Customer Service 91

Customer Service Scripts Customer emotions Call Center 91

aircall

FEBRUARY 21, 2018

From a social and emotional perspective, these conversations can quickly add up, and it’s usually the hardest working employees who feel this burden the most. A 2004 study found a correlation between employee conscientiousness (i.e. how committed an employee is to their position) and the effect to which emotional stress impacted work.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91