Beyond Philosophy

SEPTEMBER 17, 2014

We like to belong to a group. Humans naturally like to create groups that have similar characteristics. We like to have a sense of belonging and identity to our groups, which causes us to begin comparing our group to others. Comparing groups creates an “Us Versus Them” mentality. They like to be part of the group.

Consulting 300

Consulting Consulting Customer emotions Government 300

Beyond Philosophy

JUNE 25, 2020

Midway, the research team brought the participants in as two groups for a different study. Researchers showed one group “Live the healthy way, eat five fruits and veggies a day,” among others, and the other group, “Each and every dining-hall tray needs five fruits and veggies a day,” among others.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

APRIL 20, 2016

We asked thousands of people millions of questions to determine 20 emotions created what we call a Hierarchy of Emotional Value: Beyond Philosophy’s Hierarchy of Emotional Value. As you can see, some of the emotions drive a short-term spend while others drive a long term spend. Why is the NEV Relevant Today?

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

NOVEMBER 10, 2014

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. I have a whole post that looks into this relationship in more detail. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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

FEBRUARY 3, 2015

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.”. Zhecho Dobrev, one of our consultants published his musings on this concept.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

JULY 18, 2020

AI is great at determining how a large group feels in general, but not individually. Amazon is working on capturing the data about the nuances of customer emotions. AI is excellent at categorizing groups. This news is excellent as many organizations do not have sufficient segmentation in their customer groups.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

Beyond Philosophy

JANUARY 28, 2019

Many companies segment customers based on the amount they purchase, e.g., small, medium, and large. However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

DECEMBER 19, 2016

Marcario’s post talked about Patagonia’s grants to environmental groups and then said, “Along with many loyal customers, the initiative attracted thousands who have never purchased from Patagonia before. We use tools like customer mirrors and emotional signature to assess the current customer experience and design a better one.

Sales 353

Sales Banking Customer emotions Education 353

Beyond Philosophy

OCTOBER 29, 2014

So they offered the next group of participants $100 if they won vs. $50 to give away if they lost and as you can imagine more people took this bet. An experiment was conducted with students to bet on “Heads or Tails”. If they would win they’d get $50. If they’d lose they would have to give $50. Not many people took that bet.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

SEPTEMBER 10, 2020

Perhaps the argument was that if this group could believe hard enough, it would make it so. . While there will be a hardcore group of hyper-enthusiastic people who will never change their behavior, most people will resolve the dissonance they feel in your experience. Some of you might remember that I love Apple products.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

JUNE 27, 2019

By monitoring a group of your customers going through the digital experience and watching for subtle changes in facial expressions, you can see how they are feeling at each stage in the experience. You can assess how your customers are feeling today, and then make changes to the experience and repeat the assessment.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

SEPTEMBER 6, 2018

The group that watched the scarcity messages were more aggressive in the game than those who weren’t. Goldsmith and her team had two groups of participants. Then, researchers showed the two groups Post-It Notes, an unassuming product. Scarcity Strategies Target Customers Emotions that Lead to Short-Term Spends.

Marketing 53

Marketing Transportation Customer emotions Consulting 53

Beyond Philosophy

NOVEMBER 15, 2017

The fact is any change in CX must address the customer centricity of the organization to affect change. In our global Customer Experience Consultancy, we train our clients to assess how Customer-centric they are. Act Now to Turn Customer Pain Points into Pleasurable Profits. How is Your Organization Focused?

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

MARCH 7, 2016

Those same positive emotions are the building blocks for an improved customer experience. We at Beyond Philosophy spent over two years conducting research with the London Business School to develop the world’s largest database of customer emotions and touchpoints, which we call the “Emotional Signature” database.

Advertising 278

Advertising Consulting Consulting Customer emotions 278

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. and to determine opportunities or risks with these groups.

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 183

Journey mapping Customer emotions Customer effort B2C 183

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. Dobrev says an exciting subset to this term is Social Causes.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

JANUARY 19, 2019

Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. Then, creating personas that represent these groups help your team understand the concept. Measure customer emotions, but in real time with facial recognition.

Marketing 210

Marketing Customer emotions Consulting Consulting 210

Beyond Philosophy

SEPTEMBER 26, 2019

At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. Recently, environmental groups have been blocking traffic in London. Follow Colin Shaw on Twitter @ColinShaw_CX.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

APRIL 2, 2020

It still has the feeling of being a part of a group with shared beliefs. The three Fs are wording for Apple employees to use to manage customers’ emotions. For example, if the customer objected to the high price of Apple products, the Genius would have guidance on how to manage that objection.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

JANUARY 19, 2019

Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. Then, creating personas that represent these groups help your team understand the concept. Measure customer emotions, but in real time with facial recognition.

Marketing 199

Marketing Customer emotions Consulting Consulting 199

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 Enterprise 279

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 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

SEPTEMBER 17, 2014

We like to belong to a group. Humans naturally like to create groups that have similar characteristics. We like to have a sense of belonging and identity to our groups, which causes us to begin comparing our group to others. Comparing groups creates an “Us Versus Them” mentality. They like to be part of the group.

Customer emotions 150

Customer emotions Government Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 17, 2014

We like to belong to a group. Humans naturally like to create groups that have similar characteristics. We like to have a sense of belonging and identity to our groups, which causes us to begin comparing our group to others. Comparing groups creates an “Us Versus Them” mentality. They like to be part of the group.

Customer emotions 150

Customer emotions Government Consulting Consulting 150

Beyond Philosophy

JUNE 11, 2015

Some retailers have turned to devices such as curation, where groupings of products or services can be offered, thus saving consumers both time and money. This trend works well for building more strategic, bonded relationships with customers. This example is consistent with some overall gamification trends.

Gamification 265

Gamification Big data Personalization Feedback 265

Beyond Philosophy

JUNE 4, 2015

Wolfe labeled such organizations “humanistic” companies, i.e. those which seek to maximize their value to each group of stakeholders, not just to shareholders. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment. Authors Jagdish Sheth, Raj Sisodia, and Daniel B.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

OCTOBER 6, 2014

Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

JUNE 20, 2015

Applying a multivariate technique to the bonding level segments, it was learned that the company’s ability to anticipate a customer’s future needs truly distinguished the positive from the negative group. This was essential to building bonded and positive customer behavior.

B2C 257

B2C B2B Metrics Entertainment 257

Beyond Philosophy

JUNE 11, 2015

Now, we come to retailers which had customer loyalty programs, usually of long-standing, and elected to discontinue them.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

JANUARY 15, 2021

I admire this group and wanted to donate to their efforts, so I went to the website. 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 248

Airlines Government Customer emotions Marketing 248

COPC

SEPTEMBER 23, 2024

Amid the constant shifts in contact centers and customer service, the allure of technological solutions often draws our focus. One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery.

Feedback 82

Feedback Contact Center Consulting Consulting 82

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

Outsource Consultants

JANUARY 24, 2025

Modern call recording systems incorporate features such as automatic speech recognition (ASR) and sentiment analysis, allowing supervisors to flag calls based on specific keywords or customer emotions. Quality circles small groups of agents discussing quality challenges and solutions.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67