Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

NOVEMBER 21, 2016

At our consultancy, Beyond Philosophy, we have consistently found that customers’ emotional experience is the biggest driver of long-term value. One of the ways we help clients create this value is through our Emotional Signature that shows the company’s level of emotional engagement with customers.

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Beyond Philosophy

DECEMBER 22, 2014

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? In several ways. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

OCTOBER 26, 2016

The key is to manage customers’ expectations and then exceed them. But if malls don’t pay attention to their customers’ emotional and subconscious experiences, those internet-proof tenants aren’t going to save them. As a customer, what do you think about a mall with nontraditional tenants? Good idea or bad?

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Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. The New York Times had an interesting article on the power of too many choices. The Paralysis of Too Much Choice. www.winepleasures.com.

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Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

MARCH 5, 2015

In a great article on Inc.com , Southwest’s senior director of operational performance Steve Hozdulick is attacking the problem to increase their on-time arrivals by 83 to 85% next year: First, they are going to break it down into several steps to solve the problem instead of just making one big move and moving on to the next order of business.

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Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

FEBRUARY 3, 2015

When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. There are ten other examples given in the article. Regardless, the article statistically shows that they had an effect.

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Consulting Consulting Customer emotions Morale 304

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?

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Journey mapping Customer emotions Customer effort B2C 190

Beyond Philosophy

DECEMBER 25, 2017

Amazon and Uber have been making headlines for eliminating humans from areas of their Customer Experience that have traditionally been handled by people. Hear whether the experts think a “Human Free” experience is isolated to a few industries or a glimpse of the future of Customer Experience in this article.

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Advertising Entertainment Customer emotions Customer Experience 297

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.

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Sales Banking Customer emotions Education 353

ShepHyken

DECEMBER 9, 2016

Here’s a closer look at the numbers: 86% of consumers will immediately quit doing business with a company because of a bad customer experience. 73% of dissatisfied customers cite incompetent, rude, and “rushed” service as the #1 reason for leaving a brand. Customer Experience = Customer Emotion.

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Customer emotions Marketing Customer Experience Customer Service 310

Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

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Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

JANUARY 23, 2017

The way to compensate for this is to map the customer experience from an emotional standpoint, monitor customer emotions and behavior and then use this information to improve insight into passengers’ thought processes. If you liked this article, you might also find these intriguing: The Big Hole in Big Data.

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Technology Big data Customer emotions Consulting 344

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough?

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Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

DECEMBER 23, 2014

The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations. Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. We work with our clients’ Customer Experience team to design a Customer Experience program we want, complete with detailed customer emotion outcome goals but after we roll it out, the customer-facing team carries on as usual, doing what they always do.

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Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

OCTOBER 18, 2017

The sum of all these moments and their related emotions add up to an overall feeling customers associate with your brand, like that your relationship with the hotel is adversarial as it pertains to mini-bar charges. What we know about customer emotions must translate into the type of experiences we design.

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Consulting Consulting Customer emotions Customer Experience 340

Beyond Philosophy

JANUARY 26, 2015

According to the article I read on Time.com, President Obama revealed his plan at the Federal Trade Commission. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. The post You Can’t Legislate Customer Centricity appeared first on Beyond Philosophy.

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Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

JULY 13, 2016

Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business. Econsultancy heard from the people working on the Customer Experience improvement efforts. Do you agree with the marketers from the article?

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

SEPTEMBER 7, 2016

Forbes ran an article that predicted the removal of the word store would help elevate the experience in the retail locations. Led by Blackberry’s former star Angela Ahrendts, Apple’s retail team is honing in on the experience customers have in their brick and mortar locations. How to Measure Customer Emotions.

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Beyond Philosophy

MAY 17, 2017

On the one hand, I am encouraged by the investment many organizations are making in the tools that can help deliver an exemplary and individualized Customer Experience. On the other, I am discouraged by the lack of emphasis on the emotional experience that a company should provide customers. It is still all about emotions.

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Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

NOVEMBER 15, 2017

Transactional believe that the customer is important, just not as important as the organization is. Enlightened organizations recognize the significance of customer emotions evoked by their experience, and although they may not have achieved much difference from a Transactional company’s experience yet, the mindset is different.

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Beyond Philosophy

APRIL 18, 2017

On customers who are only starting to consider making a purchase. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Customers aren’t as loyal as you think they are. Appeal to your customers’ emotions.

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Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

JULY 6, 2016

China loves how the West looks at Customer Experience, and they look to our example to learn and then adapt it to thrive in their markets. However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment.

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Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JUNE 4, 2015

Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers. According to an article on Inc., Here is a promotional video that explains how it works: When Customers get to interact with you online on their terms, it benefits you.

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Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

MARCH 1, 2017

A true focus on emotion would mean designing a stress-free, enjoyable experience from start to finish, perhaps throwing in a memorable showroom visit that includes free lemonade and cookies. Happily, I’m starting to see signs that businesses are beginning to pay more attention to customer emotions.

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Journey mapping Customer emotions Consulting Consulting 288

Beyond Philosophy

SEPTEMBER 25, 2017

But in other contexts, it’s impossible to make real improvements in Customer Experience without taking customer emotions into account. Learn how Customers really make decisions that can’t be seen with your data. Register now for our 3 one hour, on demand, webinars Secrets Of Customer Decision Making.

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Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

OCTOBER 15, 2022

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. Key Ideas to Improve your Customer Experience. AI isn’t perfect.

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Journey mapping Customer emotions Consulting Consulting 195

CSM Magazine

NOVEMBER 12, 2024

Customer service is something you need to get right regardless of the industry you work in, but it’s especially important for lenders. For customers to trust you to provide financial solutions, you need to demonstrate that you’ll provide excellent customer service throughout the lending process.

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Customer Service Education Feedback Customer emotions 52

Beyond Philosophy

SEPTEMBER 13, 2018

If you want to really dig into and explore the inner workings and functionality of 5G, be my guest by clicking on this great article from PCMag.com.). When you design a Customer Experience, you want to ensure that you do what you say you will. Disappointed is one of those customer emotions you do not want to evoke.

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Wireless Telecommunications Customer emotions Customer Experience 207

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

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Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

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Beyond Philosophy

SEPTEMBER 26, 2019

At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. I post a lot of articles, and sometimes I attract trolls. On Feeding the Trolls.

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Entertainment Sales Consulting Consulting 276

CSM Magazine

JANUARY 3, 2025

Artificial Intelligence (AI) has emerged as a game-changer in this domain, revolutionizing how businesses manage and deliver customer support. Sentiment analysis helps in understanding customer emotions, while automation ensures swift handling of repetitive tasks.

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Customer Support Chatbots CRM SaaS 52

Beyond Philosophy

JULY 5, 2015

Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

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Beyond Philosophy

JUNE 1, 2015

An example cited in the article is Starbucks, which has created its program to reflect the uniqueness of its café experience. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Key among these are: Integrate Loyalty Into the Full Experience.

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Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

APRIL 21, 2015

The problem, as is pointed out in the recent article from Bigthink.com , is envy often quickly descends into jealousy and then hatred. This negative emotion is hardly productive when you look at it that way. Negative or not, wanting what someone else has is universal. The author says envy is hatred’s close cousin.

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Personalization Customer Experience Customer emotions 257