Beyond Philosophy
OCTOBER 25, 2019
In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience. At first, people thought we were crazy, but now, many organizations understand the significance of emotions in their Customer Experiences.
Beyond Philosophy
MAY 28, 2021
Recognize that customer emotions apply. Manage different customers differently. We were doing some work with a client who had their extensive global customers divided by revenue. The senior account manager handled the most critical accounts. Rule #2: Recognize that customer emotions apply. .
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Beyond Philosophy
NOVEMBER 6, 2014
Their strategy takes into account the emotions evoked from all the senses throughout the experience. At each of these points, the Enlightened and Natural companies have designed it deliberately to evoke a specific emotional response. Once defined, implement the CES with specific actions of the company’s activities.
Beyond Philosophy
DECEMBER 19, 2016
Buying becomes an intuitive, emotion-based decision, and customers can then use durability and high quality to justify spending extra money to buy Patagonia or King Arthur instead of a less expensive brand. We use tools like customer mirrors and emotional signature to assess the current customer experience and design a better one.
Beyond Philosophy
OCTOBER 28, 2014
If your system dictates certain ways of doing things, your choice affects how the Customer feels about your organization. Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you ask the customer for this, they might think, “Why do they need this information?
Beyond Philosophy
JUNE 27, 2019
For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account.
Beyond Philosophy
MAY 8, 2017
Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience.
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