Beyond Philosophy

DECEMBER 11, 2020

Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Be specific.

Customer emotions 435

Customer emotions Management Journey mapping Customer advocacy 435

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. What Emotions Should You Measure? NPS is a meaningful way to measure your Customer Experience, but it isn’t the only way.

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Customer emotions Consulting Consulting Customer Experience 324

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. Unfortunately, it does not come across that way to a customer.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

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.

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Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

NOVEMBER 27, 2020

He says that organizations often come into digital transformation projects with preconceived notions of what to should do that are not necessarily true or take the existing physical customers’ process and digitize it. online, mobile, and call center) without regard for whether those channels will be useful.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Fonolo

SEPTEMBER 30, 2022

Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. When it comes to contact center work, communication is king.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

aircall

FEBRUARY 21, 2018

Also, if emotional stress negatively impacts your best employees’ call volume, consider giving equal importance to NPS / CSAT scores when conducting performance reviews. Top performers should be able to relate to customers on a personal level, in addition to fielding an adequate number of inquiries.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91