Beyond Philosophy

OCTOBER 12, 2016

We live in the data age. Data is collected about our personal behavior everywhere. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. The Future of the Emotional Experience.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

FEBRUARY 2, 2015

Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. From classical music to the Gershwin tune used in the Apple ad, these areas are active and processing the data. < [link].

Marketing 416

Marketing Customer emotions Consulting Consulting 416

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

APRIL 20, 2016

Of course, I realize this is a very simplified version of a real world process that would require research and data analysis. However, these are not complicated either — especially since we already determined which emotions drive value for an organization in our research for the hierarchy. ‘Top Calculating the NEV is Simple.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

NOVEMBER 10, 2014

We were also able to use this data to predict future membership length based on the quality of experience. The Value of Customer Experience, Quantified. Compare this to a member who gives one of the top two experience scores — they would have a 74% chance of remaining a member for at least another year. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What do you measure at your organization? Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. The Moral Dilemma: Collecting Data on Customer Behavior.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

JANUARY 23, 2017

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. Like all data, though, wearable technology has its limitations. While technology can tell us what customers are doing, it isn’t very good at telling us why.

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. I am surprised that it would take as long as 30 days to tell a Customer of a data breach! Target , who suffered the data breach in 2013, knows the importance of this immediate and comprehensive action.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. It isn’t always the “best” data. .

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

OCTOBER 15, 2020

In other words, they have the data, but they don’t know what to do with it. Carbone says that what’s under the data and the depth you dive into the data will help move digital Customer Experiences forward. Many times, data analysis will result in fixing broken things in the experience, which is excellent.

Customer emotions 327

Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

APRIL 19, 2019

Technology can analyze people’s facial expressions and determine what emotion they feel. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. Organizations do have data, but it tends to be fragmented.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What is the focus of the systems in your organization? Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 6, 2015

If you enjoyed this post, you might be interested in the following blogs: Is Trust Really an Emotion? Target and Snapchat: The Power of Customer Loyalty. 4 Ways to Gain Customers’ Trust in Data Security. Colin is an international author of five bestselling books and an engaging keynote speaker.

Banking 406

Banking Consulting Consulting Government 406

Beyond Philosophy

JULY 18, 2020

Attitudinal Data refers to how customers talk about products on blogs and social media. From attitudinal data, the algorithm can extrapolate behavioral nuances. Computer Vision is when the machine analyzes micro-expressions or picture data to determine how people react to a product of brand. Click here find out more.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JUNE 27, 2019

To Improve the Digital Experience, You Can’t Ignore Emotions. Most organizations pay little attention to emotions, focusing instead on the rational elements of a customer experience. Less than one percent of data held by organizations relates to the way a customer feels. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

NOVEMBER 19, 2020

He says he often didn’t understand why other people didn’t believe in the impact of providing an emotionally engaging Customer Experience the way he did. However, he didn’t go the data route to prove it. These clues affect our emotions, shape our attitudes, and guide our actions.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

AUGUST 29, 2016

Many of these influences aren’t rational at all, nor are customers even aware of them at a conscious level. It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. How to Measure Customer Emotions.

Consulting 278

Consulting Consulting Analytics Customer emotions 278

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 190

Journey mapping Customer emotions Customer effort B2C 190

Beyond Philosophy

MAY 15, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. 5 Rules for Managing Your Customer Experience in Business to Business. Recognize that customer emotions apply. Manage different customers differently.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

SEPTEMBER 27, 2017

AT&T, for example, sent this text to its wireless customers in Florida: “…we’d like to help out during this difficult time. You won’t be charged for any talk, text and data overages from 9/8-9/17.” In short, it would be attuned to its customers’ emotional reactions. Outrageous! The post Shocking!

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

Beyond Philosophy

OCTOBER 15, 2022

Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do.

Journey mapping 195

Journey mapping Customer emotions Consulting Consulting 195

Beyond Philosophy

MARCH 1, 2017

In my book, The DNA of Customer Experience: How Emotions Drive Value , I show how emotions can indeed be measured, and can lead to substantial gains. They like data and they think analytically. They are good at rational and logical analysis, but they aren’t comfortable with the more “squishy” quality of emotions.

Journey mapping 288

Journey mapping Customer emotions Consulting Consulting 288

Beyond Philosophy

JULY 5, 2015

Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer centricity 279

Customer centricity Complaint resolution Banking Airlines 279

Beyond Philosophy

JANUARY 30, 2021

One challenge is that you cannot see how your digital experience affects customers because you aren’t there. However, as we covered in a different podcast about measuring customer emotions , there are ways to gather this data. appeared first on CX Consulting. Follow Colin on Linkedin and Twitter.

Customer emotions 195

Customer emotions Consulting Consulting Engineering 195

Beyond Philosophy

NOVEMBER 5, 2020

The short version of explaining Negativity Bias is that we find negative information to be more compelling, important, and influential than we do positive data. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 324

Consulting Consulting Advertising Best practices 324

Beyond Philosophy

JANUARY 19, 2019

When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think. Measure customer emotions, but in real time with facial recognition. The success of any Customer Experience program rests on how the experience makes the customer feel.

Marketing 210

Marketing Customer emotions Consulting Consulting 210

Beyond Philosophy

JUNE 6, 2019

You must improve the experience and be transparent with what’s happening with the data. Measuring authentic customer emotions in real time without asking customers is the future of CX. WHY CUSTOMER MEMORIES ARE MORE IMPORTANT TO YOUR CX. WHY UNCERTAINTY CAN DESTROY YOUR CUSTOMER EXPERIENCE.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

JANUARY 19, 2019

When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think. Measure customer emotions, but in real time with facial recognition. The success of any Customer Experience program rests on how the experience makes the customer feel.

Marketing 199

Marketing Customer emotions Consulting Consulting 199

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. . There are two forms of intelligence.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

JUNE 1, 2015

Use the Data. Data collected from the programs can offer competitive opportunities. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers. Solve Customer and Industry Pain Points. Michael Lowenstein, Ph.D., Build Partnerships.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction. Gathering Valuable Customer Insights Call centers serve as a rich source of customer data and insights.

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Call Center Sales outsourcing Technical Support 67

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

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Journey mapping B2B Customer emotions Personalization 300