Consulting, Customer emotions and Exercises

The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

DECEMBER 11, 2020

Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Be specific.

Customer emotions

Customer emotions Journey mapping Management Customer advocacy

How To Measure Customer Emotions

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. What Emotions Should You Measure? NPS is a meaningful way to measure your Customer Experience, but it isn’t the only way.

Customer emotions

Customer emotions Consulting Consulting Customer Experience

How To Use Your Customer’s Emotions to Get What You Want

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.

Customer emotions

Customer emotions Consulting Consulting Customer Experience

The Critical Skills that All Customer-Facing Teams Must Have

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. It is the same exercise with customers.

Journey mapping

Journey mapping Customer emotions Scripts Consulting

Uncover the incredible Impact on ROI of Harnessing Customer emotions

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

Customer emotions Construction Surveys Finance

Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

JULY 13, 2021

Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. However, that doesn’t mean that the organization can’t ensure the third-party partner delivers the proper Customer Experience. Subscribe today right here.

outsourcing

outsourcing Customer Experience Journey mapping Call Center

5 Rules for Managing Your Customer Experience in Business-to-Business

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

Customer Experience Management B2B Customer emotions

Act Now To Turn Customer Pain Points into Pleasurable Profits

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. This exercise never fails to produce some “aha!”

Complaint resolution

Complaint resolution Consulting Consulting Customer emotions

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

OCTOBER 2, 2017

When you accept this idea, you can design your experience to evoke customer emotions that drive that irrational behavior into what is valuable for your organization’s bottom line. This exercise will not reveal the real reasons customers decided to buy. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX. .

Customer Experience

Customer Experience Customer emotions Consulting Consulting

Digital Transformation Didn’t Work: This Is What You Should Do Now

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. Then, test your choices, he says. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting

Consulting Consulting Customer Experience Call Center

Stay Ahead of Your Competition with New Advances in CX Marketing

Beyond Philosophy

JANUARY 19, 2019

Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

Marketing

Marketing Customer emotions Consulting Consulting

Stay Ahead of Your Competition with New Advances in CX Marketing

Beyond Philosophy

JANUARY 19, 2019

Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

Marketing

Marketing Customer emotions Consulting Consulting

Critical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. Have you ever tried to change a habit, maybe about diet and exercise?

Journey mapping

Journey mapping Customer centricity Consulting Consulting

How to Build a Dream Team with Philippines Call Center Talent

Outsource Consultants

MARCH 17, 2025

At Outsource Consultants, we’ve seen firsthand how effective Philippines recruitment can transform customer service operations. They articulate complex information clearly and concisely, which ensures customers feel understood and valued. Empathy and Emotional Intelligence Empathy transforms good agents into great ones.

Call Center

Call Center outsourcing Education Consulting

5 Rules for Building a Successful Customer Experience Team

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. . Subscribe today right here.

Customer Experience

Customer Experience Consulting Consulting Customer centricity

5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

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.

Journey mapping

Journey mapping B2B Customer emotions Personalization

Forget Everything You Think You Know. This is How to Create Loyal Customers

Beyond Philosophy

MARCH 17, 2022

I’ve been married to my wife, Lorraine, now for 40 years and made a lot of deposits into Lorraine’s emotional bank account, and vice versa. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. Once you have a customer, you have them for a while.

B2C

B2C Banking B2B Construction

Vital for 2021 – Digital Nudging Will Revolutionize Your CX

Beyond Philosophy

JANUARY 15, 2021

This exercise is essential because sometimes the nudges don’t do that. Most of those experiences have been designed without thought to customer emotions and behavioral science and how you can nudge people along. The post Vital for 2021 – Digital Nudging Will Revolutionize Your CX appeared first on CX Consulting.

Airlines

Airlines Government Customer emotions Marketing

Simple Training Plan: Serving Upset Customers 101

Toister Performance Solutions

JUNE 1, 2017

Best of all, you can implement them without hiring an expensive consultant or trainer like me. The first topic is my most requested: Serving Upset Customers 101. Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course.

Customer emotions

Customer emotions Consulting Consulting Personalization

Neglecting Your Contact Centre

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. NONE of these metrics instils a ‘customer experience’ mind-set.

Average Handle Time

Average Handle Time Metrics Customer emotions Consulting

Customer Contact Central

The 5 Rules of Measuring and Managing Customer Emotions

How To Measure Customer Emotions

Trending Sources

How To Use Your Customer’s Emotions to Get What You Want

The Critical Skills that All Customer-Facing Teams Must Have

Uncover the incredible Impact on ROI of Harnessing Customer emotions

Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

5 Rules for Managing Your Customer Experience in Business-to-Business

Act Now To Turn Customer Pain Points into Pleasurable Profits

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Digital Transformation Didn’t Work: This Is What You Should Do Now

Stay Ahead of Your Competition with New Advances in CX Marketing

Stay Ahead of Your Competition with New Advances in CX Marketing

Critical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy

How to Build a Dream Team with Philippines Call Center Talent

5 Rules for Building a Successful Customer Experience Team

5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

Forget Everything You Think You Know. This is How to Create Loyal Customers

Vital for 2021 – Digital Nudging Will Revolutionize Your CX

Simple Training Plan: Serving Upset Customers 101

Neglecting Your Contact Centre

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