Remove Banking Remove Consulting Remove Customer emotions
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Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

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Exposed: The 7 Questions Everyone Should Be Asking

Beyond Philosophy

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customersemotional 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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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

In an article about the moments of truth in customer service, McKinsey & Company revealed that 70% of customers at a bank reduced their commitment when they had a bad Customer Experience. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

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Want More Sales? Give All Your Money Away!

Beyond Philosophy

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.

Sales 353
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Losing Customers Trust is the Worst Penalty VW Will Face

Beyond Philosophy

Banks lied to us, nearly crashing the world economy and causing the Great Recession. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value. Colin is an international author of five bestselling books and an engaging keynote speaker.

Banking 406
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Truth Bared about the Realities of Customer Experience Implementation!

Beyond Philosophy

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. How to Measure Customer Emotions.

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Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

For example, not so long ago, people didn’t want to migrate to online banking. In the minds of many people, the internet was a sinister nest of bad-actors waiting to steal all of our electronic money right out of the virtual bank. However, online banking has proved to be helpful to society. Get Used to It.

Airlines 354