Beyond Philosophy

APRIL 20, 2016

This “real work” includes understanding the hidden reasons customers do what they do, the psychological experiences that drive their behavior in your experience. This is the topic of my new book, The Intuitive Customer (Palgrave Macmillan, 2016 ). The NEV is the new way to define success for your Customer Experience.

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Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

JULY 13, 2016

Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

MARCH 7, 2016

Heinz used a different kind of humor to promote its ketchup products during the 2016 Super Bowl. Those same positive emotions are the building blocks for an improved customer experience. The post Discover a Key to Successful Advertising appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Advertising Consulting Consulting Customer emotions 278

Beyond Philosophy

AUGUST 29, 2016

Many of these influences aren’t rational at all, nor are customers even aware of them at a conscious level. It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. How to Measure Customer Emotions.

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Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

AUGUST 31, 2016

To learn more about these fascinating and compelling concepts for business, please register for our latest book and FREE book launch webinar: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions.

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Customer emotions Education Consulting Consulting 279

Beyond Philosophy

NOVEMBER 8, 2017

It’s a result or an outcome, rather than an emotional driver. Their conclusion: “On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.”. Webster’s Dictionary, for instance, defines ‘satisfy’ as, “To make content or appease, to fulfill requirements.”

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Consulting Consulting B2B Metrics 150

ClearAction

NOVEMBER 26, 2017

You’ve got to get ahead of all of those costs by insisting that everyone get in-sync with customers and do the right things right the first time, as much as is humanly possible. It will free-up your front-line staff from being a buffer between things-gone-wrong and customers’ emotions. B-to-B Customer Journey Maps: New Wisdom.

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Customer Experience B2B Journey mapping Customer emotions 54

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. as opposed to emotional success (I got my problem completely sorted) as might be considered by the customer.

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Average Handle Time Metrics Customer emotions Consulting 45