Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

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Beyond Philosophy

APRIL 20, 2016

The NEV can help you see what’s happening in your Customer Experience at an emotional level, and how to make it the competitive differentiator that you need it to be. Don’t you think it’s time you knew what is going on in your Customer Experience? Top 50 Marketing Thought Leader’ Reveals Latest Trend. Small Talk and Trust.

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Customer emotions Metrics Consulting Consulting 282

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. Loyalty is an emotion. Customer Experience = Customer Emotion.

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Customer emotions Marketing Customer Experience Customer Service 310

Beyond Philosophy

APRIL 20, 2016

The NEV can help you see what’s happening in your Customer Experience at an emotional level, and how to make it the competitive differentiator that you need it to be. Don’t you think it’s time you knew what is going on in your Customer Experience? Top 50 Marketing Thought Leader’ Reveals Latest Trend. Small Talk and Trust.

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Customer emotions Metrics Consulting Consulting 150

Callminer

NOVEMBER 20, 2023

Emotion analytics is just one tool that businesses can use to better understand their customers’ needs. Read this blog to learn the business benefits of detecting customer emotions, FAQs, and more.

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Analytics Customer emotions 182

NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal.

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Customer emotions CRM Contact Center Average Handle Time 59

Enghouse Interactive

JULY 23, 2021

Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy. Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today.

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Beyond Philosophy

JUNE 13, 2024

Figure 1 The 20 Emotions That Drive or Destroy Value I have covered individual emotions before, so I won’t get into the details here. However, this graphic demonstrates that being specific about customer emotions is essential. Thinking about customer emotions as “positive” or “negative” isn’t enough.

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Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. The bottom line is this.

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Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience. How to Make or Break Your Customer Experience.

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Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

MARCH 4, 2019

Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.

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Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences. Customers are Irrational: Stop Fighting It.

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Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

OCTOBER 2, 2017

When you accept this idea, you can design your experience to evoke customer emotions that drive that irrational behavior into what is valuable for your organization’s bottom line. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

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Customer Experience Customer emotions Consulting Consulting 573

Beyond Philosophy

AUGUST 1, 2019

The Three Skills for Frontline Teams to Manage Customer Emotions. It comes down to three skills: Understanding the significance of customer emotions. Identifying what emotion the customer feels. Knowing how to manage the customer’s emotions to a valuable place. To listen in , please click here.

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Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. Rule #2: Recognize that customer emotions apply. . Typically, you get three or four to focus on the goal and embrace the idea of delivering customer emotions with the experience. Focus on the art of the possible.

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Customer Experience Management B2B Customer emotions 387

ProProfs Blog

MARCH 15, 2019

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Customer emotions 137

Beyond Philosophy

JULY 13, 2023

It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data. Social media Data support Ticket data Customer satisfaction metrics. Now let me take a step back.

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Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. How Emotions Generate $$$$. Read more about the book and register for the webinar, here.

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Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

FEBRUARY 2, 2015

If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook.

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Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

NOVEMBER 19, 2014

If you enjoyed this post, you might be interested in the following blogs: Emotionally Engagement and Brand Loyalty: Procter and Gamble Gets it, Do You? Thinking Fast and Lazy: Why Do Ads Target Your Emotions? Lastly, and most importantly, it would be wrong of me not to also pay respect to all lives that have been lost in wars.

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Customer emotions Customer centricity Consulting Consulting 313

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.

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Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

FEBRUARY 5, 2015

The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy.

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Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 10, 2014

As long as your philosophy is rooted in the transactional goals of your company and not on the emotional experience you provide your Customer, you will continue to lack a Customer-focus in your organization. If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong.

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Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha!

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Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Hiring Customer Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.

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Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

NOVEMBER 18, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. How do you keep integration between your channels? I would be interested to hear your insight in the comments below.

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Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

DECEMBER 22, 2014

If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Are You Deliberate with Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. Please share your experiences in the comments below.

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

NOVEMBER 6, 2014

Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. What’s your Customer Strategy for your Customer Experience? Putting the Power of Your People To Work for Customer Centricity.

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Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. Read more about the book and register for the webinar, here.

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Beyond Philosophy

JUNE 27, 2019

You can assess how your customers are feeling today, and then make changes to the experience and repeat the assessment. If you enjoyed this blog, you might also like these: Lose the Fear of Facial Recognition if You Want CX Improvement. Emotions Drive Spending, but Do You Know Which Ones Drive the Most?

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Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

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Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

DECEMBER 7, 2016

We have a wide range of resources – ranging from learning the CX Essentials to the T ools for a customer centricity assessment. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions.

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Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

JULY 18, 2020

Attitudinal Data refers to how customers talk about products on blogs and social media. Amazon is working on capturing the data about the nuances of customer emotions. This news is excellent as many organizations do not have sufficient segmentation in their customer groups. AI is excellent at categorizing groups.

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Beyond Philosophy

NOVEMBER 4, 2014

If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Please share your insight in the comments below. Engaging the Subconscious Shopper.

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Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

NOVEMBER 16, 2016

We have a wide range of resources – ranging from learning the CX Essentials to the tools for a customer centricity assessment. If you enjoyed this post, you might be interested in the following blogs: · The Secret to Rewarding Customer Loyalty. · How to Measure Customer Emotions. · Are You Inside-Out or Outside-In?

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Consulting Consulting Customer centricity Customer emotions 419