Beyond Philosophy

OCTOBER 26, 2016

A first step is to fully understand the experience from the customer’s point of view. In our customer experience consultancy, we do this by conducting customer mirrors where we stand in the customer’s shoes at each point along the buying journey. The key is to manage customers’ expectations and then exceed them.

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. The post The Future Today!

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 4, 2014

One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. We are naturally predisposed to follow a racetrack course of the supermarket. How you can apply it to your business: Depending on what you have available you can arrange the same racetrack course.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

NOVEMBER 9, 2016

They should have a good understanding of why you chose the emotion you did for your design, the research behind your decision and how it affects behavior, as well as the specific cues and customer behaviors that indicate a departure from the desired emotion has occurred. How to Measure Customer Emotions.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

MARCH 1, 2019

In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Those that do measure customer emotions don’t think about how they will use it.

Customer emotions 246

Customer emotions Consulting Consulting Customer centricity 246

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

NOVEMBER 18, 2014

Presenting a consistent experience to your Customers across channels requires planning and coordination. If everyone at your organization is sending the same, agreed upon and defined message, there is no way Customers can get the wrong one. Of course, we all know that a big part of that is having agreement on the message.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

JANUARY 28, 2015

There are ways to suggest a better course of action without being as blunt as saying no. In improvisational acting, no is a bad word. One must always say yes to the partner, or the scene can’t progress. The same applies at work. Feel reluctance to share a good idea.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

APRIL 20, 2016

It requires you to determine the average positive emotions (from the Hierarchy) and subtract the average negative emotions (also from the Hierarchy). Of course, I realize this is a very simplified version of a real world process that would require research and data analysis. The result is the NEV. Calculating the NEV is Simple.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

AUGUST 1, 2019

In our most recent episode of our podcast, we talked about how you get the frontline teams to embrace the philosophy behind your Customer Experience program and deliver it. It starts with understanding the customer journey and how they feel during the different moments of their experience. Identifying what emotion the customer feels.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

APRIL 18, 2017

On customers who are only starting to consider making a purchase. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Customers aren’t as loyal as you think they are. Appeal to your customers’ emotions. Not Meeting Your Targets?

Sales 310

Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. There are ten other examples given in the article.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

DECEMBER 19, 2016

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. We use tools like customer mirrors and emotional signature to assess the current customer experience and design a better one.

Sales 353

Sales Banking Customer emotions Education 353

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Hesse didn’t talk about customer emotions. But many others look to technology.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

JANUARY 23, 2017

The way to compensate for this is to map the customer experience from an emotional standpoint, monitor customer emotions and behavior and then use this information to improve insight into passengers’ thought processes. Ignore this at Your Peril: How Customers Decide. Carnival seems to be on the right track.

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

AUGUST 3, 2016

Whether it is the pain points caused by your experience or the experience of your competitor (and even in an unrelated industry), knowing when they occur is critical to improving your Customer Experience, playing a direct role in your improvement program’s success. How to Measure Customer Emotions.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

SEPTEMBER 17, 2014

Lincoln was joking, of course, but the humor comes from the truth of his words. They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences. Blogs Customer Emotions'

Consulting 300

Consulting Consulting Customer emotions Government 300

Beyond Philosophy

JULY 26, 2019

Talking about psychological theories, research, and studies is a critical part of the process, of course. ” It is not advisable to have a new Customer Experience program that you roll out without training. The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

Customer emotions 285

Customer emotions Consulting Consulting Customer Experience 285

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. Which leads me to…. Rule #5: Lead from the top.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

MAY 25, 2016

Of course not, but ideally not for customer-facing roles. But they are cheaper, so Verizon wants to do it regardless, ticking off employees and customers in one fell swoop! Business must focus on what the customer wants and needs and not only what the company wants and needs. How to Measure Customer Emotions.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

DECEMBER 23, 2014

A customer is hopping mad and in your face. I wish it were as simple as just asking your Customers what they want and getting the real answer. It isn’t of course, because sometimes the Customer might not even know. You want to fix it, FAST. I have a graphic that might help. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

AUGUST 30, 2018

You often learn a lot about the intricacies of an industry when you are a global Customer Experience consultant and the water company was no exception! It is a complicated business getting water to come out of the taps as a customer expects…but I digress). Expectations and Reference Points are Vital to Customer Experience.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

Beyond Philosophy

SEPTEMBER 7, 2016

Of course, before this year, sales of the iPhone have been excellent with the introduction of the iPhone 6. To create a great experience like Apple join Beyond Philosophy’s new suite of training courses. How to Measure Customer Emotions. Tech Insider went so far as to predict back in July a bad year for the iPhone.

Customer emotions 0

Customer emotions Consulting Consulting Sales 0

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Consider the pay phone. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

AUGUST 31, 2016

They should have a good understanding of why you chose the emotion you did for your design, the research behind your decision and how it affects behavior, as well as the specific cues and customer behaviors that indicate a departure from the desired emotion has occurred. How to Measure Customer Emotions.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

AUGUST 10, 2016

or waiting for the tube in London, the consumers in the Asia Pacific region expect you to provide a customer-centered experience. As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. How to Measure Customer Emotions.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

FEBRUARY 1, 2016

The research suggests that businesses might reduce their collections issues by sending letters like this: “We value our relationships with customers like you, and that’s why we don’t want you to be one of the very few that we’ve had to send to a collections agency.” 3 Common Ways Customers Make Decisions.

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?

Journey mapping 183

Journey mapping Customer emotions Customer effort B2C 183

Beyond Philosophy

FEBRUARY 24, 2022

Of course, the team’s view can differ from mine, but having one is essential. . Having an opinion is critical whether you are an employee or a consultant. As a consultant, you not only should have an opinion, but you should also realize that your opinion is what the company bought. The board was squirming as they listened.

Consulting 221

Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

SEPTEMBER 6, 2018

Of course, we know that it is still coming back over 30 years later. Positioning your product to help customers be as competitive as possible is the best way to get them to want your product or service. Scarcity Strategies Target Customers Emotions that Lead to Short-Term Spends. But only for a limited time. Sehr gut!).

Marketing 53

Marketing Transportation Customer emotions Consulting 53

Beyond Philosophy

APRIL 2, 2020

The three Fs are wording for Apple employees to use to manage customers’ emotions. For example, if the customer objected to the high price of Apple products, the Genius would have guidance on how to manage that objection. Of course, I am joking with the last one, but only because we can all learn a lot from Apple.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

DECEMBER 22, 2015

There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. In addition, consumers themselves are contributing to the explosion in available content.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

SEPTEMBER 26, 2019

Not always, of course, but if you were unknown, it might do better for you to get negative press than to get none at all. At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

JUNE 1, 2015

Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JUNE 4, 2015

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. Humanistic companies—or firms of endearment (FoEs)—seek to maximize their value to society as a whole, not just to their shareholders.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

DECEMBER 14, 2015

Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199