Beyond Philosophy

JULY 2, 2020

Redesign your Journey Maps. What nudges to customer journeys do you have that reflect the new normal and the new emotions people have during it. Train employees in managing emotional experiences. The post Re-Imagining Your Customer Experience in a Time of Change appeared first on CX Consulting.

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Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

MARCH 13, 2021

Here are some highlights of the discussion: 01:53 Colin explains why Valued and Cared For are such important emotions regarding Customer Experiences. 05:42 Colin uses Ryan’s life experiences to demonstrate how you find the specific actions that evoke emotions for people by examining your own. Complete this short survey.

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Journey mapping Customer emotions Consulting Consulting 282

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.

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Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

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Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

NOVEMBER 15, 2017

The real problem is that an organization does not put the customer at the center of everything they do. A company that creates a CX Team and undertakes customer research, journey mapping, and everything involved with improving CX without addressing their customer-centricity will fail because they tackle only the symptom, not the cause.

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Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

SEPTEMBER 25, 2017

The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience. The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. Unbelievable!

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Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

DECEMBER 10, 2015

And because most of what Customers are going to keep are the Peak and the End of the Experience, it’s a good idea to rehearse it at the end. This rehearsal should be designed into your Customer experience. We use our Behavioral Journey Mapping tool to find this moment. Customers’ Emotions Are Predictable.

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Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

FEBRUARY 1, 2016

When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience. We use a tool called Behavioral Journey Mapping. If you enjoyed this post, you might be interested in the following blogs: Customer Emotions are Predictable.

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Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

MARCH 1, 2017

Customers are not rational at all! After helping hundreds of clients assess their customer experience through tools such as customer mirrors and behavioral journey mapping , I know that emotions drive over half of a customer’s experience. Revolutionary Thinking on Customer Loyalty.

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Journey mapping Customer emotions Consulting Consulting 288

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

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Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

OCTOBER 15, 2022

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. appeared first on CX Consulting. AI isn’t perfect.

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Journey mapping Customer emotions Consulting Consulting 195

Beyond Philosophy

MARCH 15, 2016

Evolved organizations set the dial on purpose , ( https://beyondphilosophy.com/is-your-customer-experience-accidental/ ) constantly adjusting it to achieve the highest positive customer emotions that are practical to deliver (consistently). How might we help you figure this out?

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Customer Experience Journey mapping Customer Care Customer emotions 271

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.

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Journey mapping Customer centricity Consulting Consulting 150

360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.

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Journey mapping Customer emotions Customer centricity Contact Center 77

Beyond Philosophy

OCTOBER 6, 2014

The symptom is a poor experience; the cause is their lack of Customer centricity. Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. Here is the issue.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

The symptom is a poor experience; the cause is their lack of Customer centricity. Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. Here is the issue.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Pointillist

JUNE 6, 2018

I think another challenge is capturing and quantifying the impact of customer emotion. There isn’t a metric or number that you put around it, so it’s hard to quantify the impact of emotions. Swati: We’ve also heard CX teams complain that their customer journey maps aren’t actionable.

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Journey mapping Customer Experience Chief Customer Officer Metrics 40

ClearAction

NOVEMBER 26, 2017

You’ve got to get ahead of all of those costs by insisting that everyone get in-sync with customers and do the right things right the first time, as much as is humanly possible. It will free-up your front-line staff from being a buffer between things-gone-wrong and customers’ emotions. B-to-B Customer Journey Maps: New Wisdom.

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Customer Experience B2B Journey mapping Customer emotions 54

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?

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Balto

SEPTEMBER 12, 2023

It collects and analyzes big data across different customer touchpoints, translates the text and speech into machine-readable language, and carries out sentiment analysis that helps understand customer emotions and intent. Create a customer journey map and involve relevant departments and stakeholders.

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Customer Experience Customer centricity Coaching Analytics 52