2007 Customer emotions Customer Experience 
Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” Why is this?
Beyond Philosophy
APRIL 20, 2016
The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions? NEV is important to know about your business because it shows how you are doing with your Customer Experience. There will be negative moments and positive moments in any Customer Experience.
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Beyond Philosophy
OCTOBER 15, 2015
State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. That’s just the U.K.
Beyond Philosophy
MAY 8, 2019
Now, when I say value, I’m talking about which emotions make people spend more money, and make people give you better Net Promoter Scores. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007).
Beyond Philosophy
APRIL 20, 2016
The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions? NEV is important to know about your business because it shows how you are doing with your Customer Experience. There will be negative moments and positive moments in any Customer Experience.
CCNG
AUGUST 28, 2024
By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. By automating certain actions, contact centers can reduce resolution time and ensure consistency and accuracy in handling customer inquiries and data entry.
Beyond Philosophy
MAY 5, 2015
They affect what your Customers are going to do, and how they feel about your product. We believe how a Customer feels about a Customer Experience influences over 50% of the Customers’ perceptions of the experience. We also learned Customers don’t always know there is a difference themselves.
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