Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. The key is to manage customers’ expectations and then exceed them. Good idea or bad?

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Consulting Consulting Customer emotions Customer Experience 419

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.

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Customer emotions Consulting Consulting Customer Experience 364

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.

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Customer emotions Construction Surveys Finance 195

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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Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

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Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. It was a tough audience.

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Construction Customer emotions Consulting Consulting 389

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

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. The Value of Customer Experience, Quantified. So, the debate continues. 26 August 2014.

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Customer Experience Customer retention Upselling Banking 411

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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Consulting Consulting Customer emotions Surveys 321

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. How to Measure Customer Emotions.

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Analytics Consulting Consulting Customer emotions 278

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

MARCH 15, 2019

Your Customers Probably Don’t Know They Are Behaving Irrationally. If present-day-me were to travel back to talk to BT-me and say I was behaving irrationally, I likely wouldn’t have believed present-day-me. Ironically, the rational individuals are making an emotional decision about managing customer emotions.

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CRM B2B Customer emotions Consulting 281

Beyond Philosophy

OCTOBER 15, 2020

Digital experiences present an excellent opportunity for many organizations to manage Customer Experiences. In other words, understanding in depth how customer emotions work in experiences, creating a deliberate strategy that appeals to customer emotions, and then implementing them consistently is critical.

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Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences.

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Consulting Consulting Customer emotions Government 300

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. Second, it involves a commitment to a customer focus. Also, the outside-in approach often reveals areas that need a re-design to deliver a predetermined emotional result. Are you in a Customer facing role? 13 November 2017.

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Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

JULY 13, 2021

How organizations frame their offers influences whether customers perceive the third-party experience as part of the organization’s experience. For example, the trampoline retailer could say they don’t do installations but then present five installer options. appeared first on CX Consulting.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

APRIL 19, 2019

Technology can analyze people’s facial expressions and determine what emotion they feel. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

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Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

JULY 13, 2016

As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. Research shows that the emotions generated by these actions in a customer interaction are the same ones present when a person feels loved.

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Customer Experience Airlines Banking Customer centricity 278

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. These hidden influences range from visual or external clues to emotional or internal clues.

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Customer Experience Customer emotions Consulting Consulting 573

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. How to Measure Customer Emotions.

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Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. How to Measure Customer Emotions.

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Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

NOVEMBER 19, 2020

For instance, when I presented to a German insurance company about how they should use emotions in their experience, the clients asked me for proof that it would work. Failure is an always-present possibility, Pine says, because you aren’t sure how it will land until you get a real, live human being in the experience.

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Customer Experience Customer emotions Customer centricity Consulting 334

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. How to Measure Customer Emotions. 3 Critical Change Management Steps.

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Customer emotions Education Consulting Consulting 279

Beyond Philosophy

DECEMBER 10, 2015

The experiencing self lives in the present. If you enjoyed this post, you might be interested in the following blogs: Behavior Psychology Proves that Event Boundaries Affect Customers’ Memory of Your Experience. Customers’ Emotions Are Predictable. It is one of the cognitive traps we all have.

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Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

AUGUST 15, 2019

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions.

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Metrics Finance Surveys Consulting 312

Beyond Philosophy

FEBRUARY 24, 2022

Having an opinion is critical whether you are an employee or a consultant. As a consultant, you not only should have an opinion, but you should also realize that your opinion is what the company bought. After explaining customer emotions in experiences, I played one of these phone calls that was pretty frustrating.

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Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

SEPTEMBER 4, 2015

How you present information affects what choices a person makes, although some presentation styles are more effective with different types of people. Is Your Customer Experience Accidental? Changing Customer’s Habits. You just have to change how you frame the decision.

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Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

JANUARY 30, 2021

One challenge is that you cannot see how your digital experience affects customers because you aren’t there. However, as we covered in a different podcast about measuring customer emotions , there are ways to gather this data. appeared first on CX Consulting. Follow Colin on Linkedin and Twitter. How can we help?

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Customer emotions Consulting Consulting Engineering 195

Beyond Philosophy

JUNE 6, 2019

So how should you introduce the technology in a way that presents value instead of creeping people out? Measuring authentic customer emotions in real time without asking customers is the future of CX. WHY CUSTOMER MEMORIES ARE MORE IMPORTANT TO YOUR CX. WHY UNCERTAINTY CAN DESTROY YOUR CUSTOMER EXPERIENCE.

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Airlines Banking Technology Customer emotions 354

Beyond Philosophy

JUNE 4, 2015

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. What you present to a mobile audience is now the most important part of your online presence. If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more!

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Customer centricity Technology Marketing Customer Experience 353

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

OCTOBER 10, 2020

Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. Click here find out more.

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Consulting Consulting Customer emotions Customer Experience 170

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.

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Marketing Engineering Consulting Consulting 231

Enghouse Interactive

JULY 23, 2021

Kahneman explains we have two selves: The Experiencing Self, which lives in the present. Kahneman also explains how customers’ memories form with the Peak-End Rule, a psychological shortcut for how the Remembering Self recounts and judges experiences. The Remembering Self, which recalls the past.

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Customer emotions Management Consulting Consulting 98

Beyond Philosophy

DECEMBER 14, 2015

Foresight – understand lessons learned, present realities, and view the future. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

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Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

JANUARY 15, 2021

A Nudge supports the premise that the way you present choices tips the scales towards a particular option. All of these concepts in the Behavioral Sciences can lead to influences on customer behavior. So it would be best to consider all the ideas working in any given offering you present to your customers. Register here.

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Airlines Government Customer emotions Marketing 248