2005 Consulting Customer emotions 
Beyond Philosophy
OCTOBER 23, 2021
In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. By 2005, I had undertaken research to determine the 20 emotions that drive or destroy value , to prove that incorporating customer emotions into experiences provides an ROI.
Enghouse Interactive
JULY 23, 2021
Every organisation has what we call an ‘emotional signature’, a level of emotional engagement its customer experience creates with its customers. But which emotions should you try and evoke in your customers? What emotions are you are currently evoking at the Peak and End of your experience?
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Beyond Philosophy
MARCH 4, 2019
The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. So, What Do We Mean by Authentic Emotion Measurement?
Beyond Philosophy
NOVEMBER 19, 2020
From that moment on, and this occurred back around 2005, my company links our Customer Experience efforts to proof so that the champions of Customer Experience are not caught out as I was all those years ago in that German conference room. These clues affect our emotions, shape our attitudes, and guide our actions.
Beyond Philosophy
JUNE 2, 2015
As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned. Since Fortune Magazine first started its “100 Best Places To Work” in 1998, Wegmans has made the list; and in 2005, it was named the best employer in America.
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