Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

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Customer emotions Surveys Consulting Consulting 305

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

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Customer emotions Customer retention Consulting Consulting 304

Beyond Philosophy

APRIL 20, 2016

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Small Talk and Trust.

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Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Click here to learn more.

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Customer emotions Journey mapping Management Consulting 195

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.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

MARCH 12, 2015

The post Are you Irrational: 7 Questions to See If You Are Irrational? appeared first on Beyond Philosophy.

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Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

NOVEMBER 21, 2016

At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. At our consultancy, Beyond Philosophy, we have consistently found that customers’ emotional experience is the biggest driver of long-term value.

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Consulting Consulting Customer emotions Customer Experience 0

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.

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Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

DECEMBER 7, 2016

As Customer Experience Consultants, we propose training that improves your employees’ understanding of all the factors that affect the Customer Experience (the rational, emotional, subconscious and psychological experiences). How to Measure Customer Emotions. What Can We Learn from Restaurants and Casinos?

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Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

MARCH 7, 2024

Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives. My global Customer Experience consultancy developed a research methodology that defines the hidden impact of your experience on customer behavior. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

FEBRUARY 2, 2015

. < [link]. Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

APRIL 20, 2016

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Small Talk and Trust.

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Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

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Customer Experience Customer centricity Journey mapping Consulting 387

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.

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Customer emotions Consulting Consulting Customer Experience 364

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.

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Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 16, 2016

If you want to keep your customers, it’s a good idea not to do things that make them feel disappointed. As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. Designing a Customer-Focused Process. Then, fix it!

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Consulting Consulting Customer centricity Customer emotions 419

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.

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Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

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Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

SEPTEMBER 26, 2016

Most of your competitors are working to break your customers’ habitual behavior, too. Your company is probably doing the same with their customers. As Customer Experience Consultants, we see organizations trying to change customers’ habits all the time. Customer Emotions Are Predictable.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

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.

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Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

NOVEMBER 10, 2014

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

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 19, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

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.

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Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

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Journey mapping Banking Customer emotions Customer centricity 357

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

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. They can also provide useful feedback and build brand-based communities. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

NOVEMBER 4, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

JANUARY 28, 2015

The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

NOVEMBER 18, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

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Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

MARCH 4, 2019

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. So, What Do We Mean by Authentic Emotion Measurement?

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”.

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Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

MAY 8, 2019

So, the ratio of those emotions may be different depending upon the situation or the customer. In our global Customer Experience consultancy, we have found you can evoke two to four emotions that work in different situations around the world, although different cultures may require different emphases to get there.

Construction 389

Construction Customer emotions Consulting Consulting 389

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.

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Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

JANUARY 23, 2015

The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

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Customer emotions Customer centricity Customer retention Consulting 315