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.
Beyond Philosophy
FEBRUARY 3, 2015
Helping your Customers make a decision is an important element in your Customer Experience design. 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. The Consequence of Choice.
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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. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). Then, it can become experience-specific.
Beyond Philosophy
APRIL 2, 2020
The Peak End Rule requires organizations to ask what emotions they want to evoke in their customer experience. They naturally put customers first. I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural.
ShepHyken
FEBRUARY 19, 2019
The ultimate goal is to get the feedback to accurately reflect the customer experience. Customers don’t know what they don’t know.” – Martha Brooke. About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience.
ShepHyken
JUNE 23, 2020
If you’re not listening to your customers, it’s hard to guide the ship.”. Customers love to be heard.”. About: Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a black belt in Six Sigma.
Win the Customer
MARCH 8, 2017
In 2004, Unilever brand Dove conceived the Dove Campaign for Real Beauty , which promoted the company’s products by changing the emotions associated with personal care and beauty products. The post Emotional Branding Case Studies to Emulate Great Customer Experience appeared first on Win the Customer!
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