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? We asked thousands of people millions of questions to determine 20 emotions created what we call a Hierarchy of Emotional Value: Beyond Philosophy’s Hierarchy of Emotional Value.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

NOVEMBER 10, 2014

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.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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? We asked thousands of people millions of questions to determine 20 emotions created what we call a Hierarchy of Emotional Value: Beyond Philosophy’s Hierarchy of Emotional Value.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). We discovered 20 emotions that drive and destroy value for an organization, broken down into four clusters. Everybody wants satisfied customers; everybody wants happy customers.

Construction 389

Construction Customer emotions Consulting Consulting 389