Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

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Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. How can we help?

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Beyond Philosophy

APRIL 20, 2016

The NEV can help you see what’s happening in your Customer Experience at an emotional level, and how to make it the competitive differentiator that you need it to be. Don’t you think it’s time you knew what is going on in your Customer Experience? However, unless you measure your progress, you won’t know if you are.

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Beyond Philosophy

NOVEMBER 24, 2014

They know how quickly they want a delivery, how much people are willing to pay for their product, and what features it needs to have. What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. How to Make or Break Your Customer Experience.

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Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience? Customers are Irrational: Stop Fighting It.

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Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

MARCH 29, 2016

These results are consistent with what we have learned in conducting customer mirrors. When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. Customers Emotions Are Predictable.

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Beyond Philosophy

AUGUST 31, 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. Getting the outcome you want requires educating people on how to get those results.

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Beyond Philosophy

DECEMBER 7, 2016

As Customer Experience Consultants, we propose training that improves your employees’ understanding of all the factors that affect the Customer Experience (the rational, emotional, subconscious and psychological experiences). How to Measure Customer Emotions.

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Beyond Philosophy

MARCH 7, 2024

This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line.

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Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

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Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

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Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

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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. Designing a Customer-Focused Process. Then, fix it!

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Beyond Philosophy

MARCH 1, 2019

In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Those that do measure customer emotions don’t think about how they will use it.

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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. Getting the outcome you want requires educating people on how to get those results.

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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.

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Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works. So what can the rest of businesses learn from them?

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Beyond Philosophy

NOVEMBER 18, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. I would be interested to hear your insight in the comments below. Putting the Power of Your People to Work.

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Beyond Philosophy

JULY 18, 2016

In our customer experience consultancy, we have learned that emotions drive much of a customer’s behavior. Every company has its own emotional signature – a unique blend of customer emotions that can increase or destroy long-term value. How to Win Customers’ Trust Without Spending a Dime.

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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. Customer emotions drive customer behavior.

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Beyond Philosophy

MAY 8, 2019

So, the ratio of those emotions may be different depending upon the situation or the customer. In our global Customer Experience consultancy, we have found you can evoke two to four emotions that work in different situations around the world, although different cultures may require different emphases to get there.

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Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. In fact, the importance of where things are in the store and on what shelf is so important that some retailers are recording behavior of their customers to get a better idea of how to maximize their purchases.

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Beyond Philosophy

NOVEMBER 7, 2016

If you enjoyed this post, you might be interested in the following blogs: · Industry Secrets Leaked: Predicting Customer Behavior. · How to Measure Customer Emotions. · What Can We Learn from Restaurants and Casinos? Colin is an international author of five bestselling books and an engaging keynote speaker.

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Beyond Philosophy

JULY 2, 2020

In this issue, we will discuss how to avoid being one of them. Moreover, the organizations that reimagine their Customer Experience are managing customer emotions and providing opportunities for new customer behavior that builds excellent memories that bring them back for more. To learn more, please click here.

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Beyond Philosophy

JULY 11, 2016

All of these connected devices are delivering Digital Customer Experiences. This chart makes it all too clear just how critical the impression your digital presence makes on your Customer. In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation.

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Beyond Philosophy

MARCH 13, 2021

Train your people on how to evoke these emotions. It is critical that you teach people how to carry out these actions appropriately. However, with a little training, many people can learn how to do it well. 18:33 Colin reflects on his personal experience to demonstrate how you train teams to recognize customer emotions.

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Beyond Philosophy

OCTOBER 2, 2017

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. Are You Competition Obsessed? Beware of “The Complainers’!

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Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. It is still all about emotions.

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Beyond Philosophy

SEPTEMBER 17, 2014

Bloom quotes William Hazlitt, British writer from the eighteenth century: “Without the aid of prejudice and custom, I should not be able to find my way across the room, nor know how to conduct myself in any circumstance, no what to feel in any relation to life.” Blogs Customer Emotions'

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Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. I’m happy to report that when we changed our strategy for implementation, we did improve our emotional outcomes, but not just for customers. Are you in a Customer facing role? I am not surprised by any of these revelations.

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Beyond Philosophy

OCTOBER 15, 2020

As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind. Clues Send Signals in Experiences.

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Beyond Philosophy

JUNE 25, 2020

However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are. Today, I intend to give you practical advice on how to make and manage customer memories. Emotion management and positive memories are the way to do it.

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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. Hesse didn’t talk about customer emotions. But many others look to technology.

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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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Beyond Philosophy

JULY 26, 2019

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. That’s exactly what happens if you don’t teach people how to deliver that new Customer Experience program.

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Beyond Philosophy

JANUARY 26, 2015

They were a real-time cautionary tale we all witnessed in the recent past of how to mishandle a data breach rollout. Customers are nervous about their data security. If you enjoyed this post, you might be interested in the following blogs: The Draining of Target’s Emotional Bank Account.

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