Consulting Customer emotions Definition 
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. It should be only part of how you measure customer emotions. Whatever emotion you choose, it should be one that drives value (e.g.,
Beyond Philosophy
DECEMBER 20, 2019
Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.
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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. Gautam Mahajan has now written an excellent book on this topic, called Value Creation: The Definitive Guide for Business Leaders.
Beyond Philosophy
OCTOBER 6, 2014
When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?
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?
Beyond Philosophy
NOVEMBER 10, 2014
The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. Your targets are not determined or aligned across the organization.
Beyond Philosophy
AUGUST 30, 2018
How do you convince a customer to engage and eventually become one of these fanatical customers you work so hard to develop? We discussed this predicament in a recent podcast and shared a couple of definitions about customers’ feelings to get us started. It’s not bad; it’s not good; it’s what you expected.
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