Beyond Philosophy

FEBRUARY 2, 2015

Please share your examples with all of us in the comments below. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Apple’s new Holiday ad is heartwarming; it’s also genius (punny!).

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

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. In other words, they are putting the company’s needs above the customers’.

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Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

OCTOBER 26, 2016

That’s why, for example, a Saint Petersburg, Florida mall’s tenants include several spa/hair salon type businesses, an H&R Block, two eyeglasses stores, a shoe repair shop, a carpet and flooring store, a dentist and a tattoo parlor. A first step is to fully understand the experience from the customer’s point of view.

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. The Value of Customer Experience, Quantified. 26 August 2014.

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Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 6, 2014

We find that the Customer Experience is highly influenced by the following nine orientation areas: Each of these areas has a Customer-centricity level, which may be different from one another. For example, you might have excellent people that are Enlightened, but a Customer Strategy that is Naïve.,

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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. Let me give you an example of what I mean.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. One example that caught my attention was a 213% increase in conversion when the copy changed from “Get your membership” to “Find your gym & get membership.” There are ten other examples given in the article. Sources: Aagaard, Michael. “10

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Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. For example, people don’t tend to save enough for retirement because they place short-term satisfaction over long term savings. Theme parks are a good example of how this might play out.

Marketing 325

Marketing Consulting Consulting Government 325

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.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

NOVEMBER 19, 2014

It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience.

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Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

JULY 2, 2020

For example, the time to change customer habits is when there’s been some form of significant change in the usual for the customer, like the birth of a child, being on vacation, or some other type of change catalyst. For example, Sweden didn’t “lockdown,” but the UK did. ” Dallasnews.com.

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Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

JANUARY 23, 2015

Your Customers have behaviors that cost your organization money. An excellent example is those Customers that still want a paper statement. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. Read more about the book and register for the webinar, here.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

MAY 8, 2019

At the top levels, an organization should be defining what emotions they’re trying to evoke. It’s part of the brand and its relation to Customer Experience. For example, we were doing work years ago in England with one of the train franchisees. Everybody wants satisfied customers; everybody wants happy customers.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

JULY 13, 2021

This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience. Specifically, it shows that the third-party controlled part of the experience is your experience from the customers’ perspective. However, when I arrived, the shuttle took an hour to pick me up.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

NOVEMBER 9, 2016

Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline. How to Measure Customer Emotions. 3 Critical Change Management Steps.

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Customer emotions Education Consulting Consulting 414

Beyond Philosophy

JANUARY 28, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

SEPTEMBER 17, 2014

Bloom gives several examples of this, but the one I found most amusing was that babies do this as well. This example is both cute and unsettling… Our customers are like babies in this way. Look at the Harley Davidson Customer as an example. These emotions, however, can be swayed. Blogs Customer Emotions'

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Consulting Consulting Customer emotions Government 300

Beyond Philosophy

OCTOBER 18, 2017

Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes. The hotel mini-bar is a great example. The mini-bar seems customer-focused at first glance. The sign also says that the hotel doesn’t understand what a Customer Experience is.

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Consulting Consulting Customer emotions Customer Experience 340

Beyond Philosophy

JUNE 25, 2020

For example, your mind has nodes associated with how you felt about things. So, in other words, you need to get something from it, whether that’s gaining growth or improving Net Promoter Score® or customer satisfaction or anything else. Rule #3: Map your customers’ fishing nets.

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Management Entertainment Consulting Consulting 472

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.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

JULY 18, 2016

The website says, “We are NOT charging for the customization; we feel that it is absolutely crucial to boost the self-confidence, self-esteem, and feelings of inclusion for little girls with limb loss, and that something as small as a doll that resembles them can have a profound effect on their mental and physical well-being.”.

Personalization 284

Personalization Customer emotions Advertising Consulting 284

Beyond Philosophy

OCTOBER 28, 2014

Let me give you an example. Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you ask the customer for this, they might think, “Why do they need this information? Another example might be an automated call response system that greets incoming calls.

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Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. If you only focus on rational factors, you are leaving more than half of the customer experience to chance.

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Airlines Customer emotions Accountability Consulting 345

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

MARCH 13, 2021

We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill. Therefore, it is essential that you are deliberate about which specific emotion you evoke (for example, we want more good than ill). Please tell us how we are doing! Complete this short survey.

Journey mapping 282

Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

JANUARY 23, 2017

So, for example, if you took a Zumba class yesterday, you might like yoga today. I discuss the importance of this in my recent book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof. But customers are not rational!

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Technology Big data Customer emotions Consulting 344

Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. At our global customer experience consultancy, we address the emotional side of a customer’s experience by helping companies identify their Emotional Signature – a measure of their emotional engagement with customers.

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Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

NOVEMBER 4, 2014

Another example of this concept in action was closing the menu at a restaurant, which the authors compare to “closing off” a choice. Closing off the choice physically by closing the menu gave diners an emotional closure to their decision and led to their satisfaction with their order. . < www.winepleasures.com. 29 July 2011.

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Customer emotions Customer centricity Consulting Consulting 283

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. For example, there’s a ceremony where customers place a heart inside their new stuffed animal.

Technology 331

Technology Consulting Consulting Customer emotions 331

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.

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Sales Banking Customer emotions Education 353

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. The Doritos Customer Experience becomes one of frivolity, of not taking things too seriously. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Advertising Customer emotions Consulting 352

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

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. For example, I felt silly with the credit card on my head.

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Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

SEPTEMBER 10, 2020

For example, I think the Luton Town Football Club is the best team in the world. For example, I could revise my account of my erstwhile relationship with Sony by changing my belief that Sony was a good brand and replacing it with the idea that it was not as good as I thought it was. We do it to get things to line up in our heads.

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Consulting Consulting Advertising Accountability 457

Beyond Philosophy

AUGUST 15, 2019

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. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. I understand what Peppers is saying.

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Metrics Finance Surveys Consulting 312