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. Calculating the NEV is Simple.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

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 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? Its not enough for tools to analyze and understand what customers say software also needs to understand what the customer means.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

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 10, 2014

The Value of Customer Experience, Quantified.

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

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

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

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

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

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

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

JANUARY 12, 2015

The post Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven appeared first on Beyond Philosophy.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

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

SQM Group

DECEMBER 5, 2023

Sentiment analysis is pivotal in elevating customer experience by providing real-time insights into customer emotions.

Customer Experience 109

Customer Experience Customer emotions 109

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

TeleDirect

JANUARY 15, 2025

What Is Empathy in Customer Service? In the context of customer service, it involves recognizing a customers emotions, acknowledging their concerns, and responding in a way that demonstrates understanding and care. Sentiment Analysis Tools: Analyze customer tone and language to gauge emotions and guide agent responses.

Call Center 126

Call Center Customer Service Healthcare CRM 126

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

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

AUGUST 15, 2019

In our Global Customer Experience consultancy , we look at the area of customer emotions. We were happy to note that some organizations perform a “sentiment analysis” that picks up on trends in customer emotions. Companies have thousands of hours of customer interactions recorded.

Metrics 312

Metrics Finance Surveys Consulting 312

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

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The importance of uncovering hidden customer motivations for effective business strategies.

Customer emotions 221

Customer emotions Marketing Customer Experience Management 221

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

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 187

Journey mapping Customer emotions Customer effort B2C 187

Beyond Philosophy

MAY 5, 2015

We call this the Hierarchy of Emotional Value, a key element to our Emotional Signature Research. We use this as a guide to help us determine which of the 20 voices is talking through analysis of the actions of your Customers in your Experience. What does your little voice tell you to do about Customers’ emotions?

Customer emotions 284

Customer emotions Customer Experience Call Center Customer centricity 284

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

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. In other words, they have the data, but they don’t know what to do with it.

Customer emotions 327

Customer emotions Consulting Consulting Customer Experience 327

ShepHyken

DECEMBER 9, 2016

Recent studies by neuroscientists including Antonio Damasio have shown that emotion rather than logic is the key driver in decision making. According to Damasio, our analysis of a situation is not nearly as important as our emotional attachment to that situation’s outcome. Customer Experience = Customer Emotion.

Customer emotions 310

Customer emotions Marketing Customer Experience Customer Service 310

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

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. If you enjoyed this post you may want to read: Command Customers’ Attention: The Secrets Uncovered.

Consulting 283

Consulting Consulting Advertising Scripts 283

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. They like data and they think analytically.

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

TeleDirect

JANUARY 17, 2025

Acknowledge the customers emotions before moving to problem-solving. Emotional Intelligence Emotional intelligence involves recognizing, understanding, and managing your emotions while navigating the customers emotional state. High emotional intelligence helps agents remain calm and composed.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71