Beyond Philosophy

JUNE 13, 2024

Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., Unfortunately, many customer experience managers focus only one thing at a time, ignoring all the rest. First, remember emotions.

Customer Experience 293

Customer Experience Customer emotions Management Accountability 293

Beyond Philosophy

APRIL 20, 2016

To calculate the NEV, we determine the balance between the positive and negative emotions a Customer feels about their experience with your organization. The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions? Why is the NEV Relevant Today?

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Emotions are irrational, however, and inspire irrational behavior.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

Beyond Philosophy

MAY 28, 2021

They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

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? The Power of Our Mind to Shape Our Customer Experiences. Please share your experiences in the comments below.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

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.

Customer emotions 310

Customer emotions Marketing Customer Experience Customer Service 310

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, their reactions put in place are also temporary.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

APRIL 20, 2016

To calculate the NEV, we determine the balance between the positive and negative emotions a Customer feels about their experience with your organization. The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions? Why is the NEV Relevant Today?

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. Customer experience is largely dependent on the subconscious mind and the emotional triggers that it evokes.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. 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.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . I have used them many, many times.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

DECEMBER 10, 2015

You could have a great experience with a product or service, but if something unpleasant or disappointing happens at the end of that experience, that unpleasantness is the part that you remember. It can be the screech that ruins your Customer Experience. This rehearsal should be designed into your Customer experience.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

MAY 4, 2016

Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. These experiences should appeal to customers’ emotions , not just their rational decision making.

Customer Experience 284

Customer Experience Advertising Customer emotions Consulting 284

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I won’t even get into why they Scottish chose not to go.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JANUARY 12, 2015

Even when looking at product and service features that appear strictly rational, there is an emotional underpinning. In other words, emotions are driving these importance and performance ratings; and their impact on customer experience perception needs to be understood. have an emotional base that must be considered.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

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.

Customer emotions 98

Customer emotions Management Consulting Consulting 98

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. 1) Be personal.

Customer emotions 59

Customer emotions CRM Contact Center Average Handle Time 59

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Customer Experience 78

Customer Experience Healthcare Metrics Customer emotions 78

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.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Most organizations know what their Customer rational expectations are.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

MARCH 15, 2016

” It’s impossible to have customers care for you if they don’t feel you care for them. It’s been our experience that many organizations don’t think about this balance consciously – they’re not even aware of the dial at all. Which dial will “move the CX needle” the most?

Customer Experience 271

Customer Experience Journey mapping Customer Care Customer emotions 271

Beyond Philosophy

MARCH 12, 2015

When it comes to the emotional journey during this new and improved process, most organizations cross their fingers and hope for the best. It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? As you’d expect, it’s all about the data.

Analytics 138

Analytics Customer Experience B2C Customer emotions 138

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn. Behavioral science can help here.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

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

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It is the same exercise with customers. A customer walks into a Customer Experience feeling something.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

NICE inContact

OCTOBER 10, 2019

Let’s look more closely at the link between customer experience and customer retention. The statistics behind the emotions. There is a growing body of evidence that suggests customer experience is directly responsible for whether or not a customer stays with a brand.

Customer retention 70

Customer retention Customer Experience Customer emotions Contact Center 70