Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. At best, this conclusion feels like a major s-t-r-e-t-c-h of correlation analysis results.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 19, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

NOVEMBER 4, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

JANUARY 28, 2015

The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

NOVEMBER 18, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

JANUARY 23, 2015

The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

APRIL 19, 2019

Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience.

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

APRIL 20, 2016

I only suggest that they take their analysis to the next level with the NEV. It requires you to determine the average positive emotions (from the Hierarchy) and subtract the average negative emotions (also from the Hierarchy). The fact is emotions matter in Customer Experience. ‘Top In fact, it’s quite simple.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

NOVEMBER 4, 2014

. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Facial expression analysis identifies how you, the person, feel, not who you are.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. When we did some analysis, we found that the sales team knew 80 percent of their revenue came from 20 percent of their accounts. Rule #2: Recognize that customer emotions apply. . Define the experience to align the organization.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

AUGUST 15, 2019

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

JULY 18, 2020

This AI helps companies learn how people react to their product or brand from studying customers’ micro-expressions or from picture data analysis. Amazon is working on capturing the data about the nuances of customer emotions. AI is great at determining how a large group feels in general, but not individually.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

Beyond Philosophy

MARCH 29, 2016

The researchers used a commercial facial analysis tool to distinguish “social smiles” made by turning up the corners of the mouth, and “genuine smiles” that engage a wider range of facial muscles. These results are consistent with what we have learned in conducting customer mirrors. Customers Emotions Are Predictable.

Consulting 283

Consulting Consulting Advertising Scripts 283

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

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.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

OCTOBER 15, 2020

Carbone says that what’s under the data and the depth you dive into the data will help move digital Customer Experiences forward. Many times, data analysis will result in fixing broken things in the experience, which is excellent. The post Getting Inside the Customer’s Mind appeared first on CX Consulting.

Customer emotions 327

Customer emotions Consulting Consulting Customer Experience 327

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?

Journey mapping 190

Journey mapping Customer emotions Customer effort B2C 190

Beyond Philosophy

MARCH 1, 2017

In my book, The DNA of Customer Experience: How Emotions Drive Value , I show how emotions can indeed be measured, and can lead to substantial gains. They are good at rational and logical analysis, but they aren’t comfortable with the more “squishy” quality of emotions. Revolutionary Thinking on Customer Loyalty.

Journey mapping 288

Journey mapping Customer emotions Consulting Consulting 288

Beyond Philosophy

DECEMBER 25, 2017

Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone. Who Wins—Brand or Customer Experienc e? Your customers’ emotional and subconscious responses to your brand account for over half of the total Customer Experience.

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

JUNE 20, 2015

More important, it involves utilizing a metric or metrics reflecting real-world decision dynamics such as word of mouth and brand favorability which, along with more actionable forms of analysis, will help them to understand, and prioritze, the drivers of bonded, positive behavior.

B2C 257

B2C B2B Metrics Entertainment 257

Beyond Philosophy

DECEMBER 3, 2015

So, understanding that Customers are irrational, embracing behavioral economics, using this to predict their behavior and finally designing your experience and training people on how to convert customers emotions is the new world. Welcome to the new world of practical behavioral economics!

Marketing 218

Marketing Customer emotions Consulting Consulting 218

COPC

SEPTEMBER 23, 2024

Amid the constant shifts in contact centers and customer service, the allure of technological solutions often draws our focus. One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. ” Talk about a reality disconnect!

Feedback 82

Feedback Contact Center Consulting Consulting 82

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

JULY 5, 2015

. – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

MARCH 29, 2016

The researchers used a commercial facial analysis tool to distinguish “social smiles” made by turning up the corners of the mouth, and “genuine smiles” that engage a wider range of facial muscles. These results are consistent with what we have learned in conducting customer mirrors. Customers Emotions Are Predictable.

Consulting 150

Consulting Consulting Advertising Scripts 150

Beyond Philosophy

DECEMBER 22, 2015

appeared first on Beyond Philosophy | CX Consultants | Customer Experience. The post The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

FEBRUARY 28, 2016

Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights. Republished with permission from CustomerThink.com.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction. This improves customer retention rates, directly impacting the bottom line. Getting started is easy!

Call Center 67

Call Center Sales outsourcing Technical Support 67

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210