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.

Customer emotions 282

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

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 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.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

MARCH 7, 2024

I don’t need the Emotional Signature research as much as others do. I believe in the influence of customer emotions on customer behavior and the importance of managing how customers feel about your company. Doing so will result in improved revenues and increased customer loyalty and advocacy.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

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.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

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 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?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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!

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

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.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

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

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.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

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.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

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.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

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.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

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

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.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

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?

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

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.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 9, 2016

To learn more about these fascinating and compelling concepts for business, please join our training for $59 which complements our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. February 2006. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 7, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59!

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

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

OCTOBER 12, 2016

If you enjoyed this post, you might be interested in the following blogs: · Industry Secrets Leaked: Predicting Customer Behavior. · How to Measure Customer Emotions. · What Can We Learn from Restaurants and Casinos? You can also join one of our live, online, interactive training courses.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

SEPTEMBER 26, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our latest book and FREE book launch webinar: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). Customer Emotions Are Predictable.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

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.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

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.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

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

FEBRUARY 3, 2015

By helping position the choice for your customer, you can help them take action that drives them toward an experience outcome that leaves them happy and pleased. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. . <

Consulting 304

Consulting Consulting Customer emotions Morale 304

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

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What is the focus of the systems in your organization? Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer centricity Scripts Customer emotions 300

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.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

DECEMBER 19, 2016

In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million. 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.

Sales 353

Sales Banking Customer emotions Education 353

ProProfs Blog

MARCH 15, 2019

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Customer emotions 137

Customer emotions 137

Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. How are companies blowing it?

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Customer Service Multichannel Self service CRM 379