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.
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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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. Follow Colin Shaw on Twitter @ColinShaw_CX.
Beyond Philosophy
MAY 15, 2021
In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply. Manage different customers differently. Key Ideas to Improve your Customer Experience.
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.
Beyond Philosophy
MARCH 12, 2015
The post Are you Irrational: 7 Questions to See If You Are Irrational? appeared first on Beyond Philosophy.
Beyond Philosophy
OCTOBER 23, 2021
Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was.
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