Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. The bottom line is this.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

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?

Customer emotions 98

Customer emotions Management Consulting Consulting 98

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.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

MARCH 4, 2019

Now, machines are developing emotional intelligence as well. 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.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

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.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

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.

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244