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

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience. How to Make or Break Your Customer Experience.

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Beyond Philosophy

NOVEMBER 21, 2016

At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture. And those things in turn create long-term value for a business.

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Beyond Philosophy

DECEMBER 7, 2016

It would be wise to review these three elements in your employee engagement strategy. 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).

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Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

SEPTEMBER 6, 2018

You probably heard some scarcity messages today using scarcity as a strategy, like commercials or ads that include the words, ‘for a limited time’ or ‘while supplies last’. Positioning your product to help customers be as competitive as possible is the best way to get them to want your product or service. appeared first on.

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Beyond Philosophy

FEBRUARY 5, 2015

Seven key customer experience questions. Often overlooked: the emotional and subconscious experience. Concepts of customer experience psychology. Setting the customer experience strategy and designing programs. Becoming customer-centric: moving from naïve to natural, reactive to obsessive.

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Beyond Philosophy

OCTOBER 6, 2014

We find that the Customer Experience is highly influenced by the following nine orientation areas: Each of these areas has a Customer-centricity level, which may be different from one another. For example, you might have excellent people that are Enlightened, but a Customer Strategy that is Naïve.,

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Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It starts with understanding the customer journey and how they feel during the different moments of their experience.

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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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Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. In essence, this strategy was the sales team’s response to managing too many accounts at one time. Rule #2: Recognize that customer emotions apply. . Simplify it by communicating the strategy instead of the tactics.

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Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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Airlines Transportation Customer centricity Employee engagement 330

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

OCTOBER 2, 2017

Blaming Others is Not a Winning Strategy. This is a classic example of companies blaming other people for their own failure to focus on what customers want. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

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Beyond Philosophy

JULY 2, 2020

Review your strategy. What nudges to customer journeys do you have that reflect the new normal and the new emotions people have during it. Our Emotional Signature research can tell you where you are compared to other organizations and what to focus on to drive value for your customers. Redesign your Journey Maps.

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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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Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? Of course, these examples are about the subconscious experience as none of these things make sense.

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Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too. For example, they predict that lower prices will bring in more customers looking to spend less of their paycheck.

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Marketing Consulting Consulting Government 325

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. Transactional believe that the customer is important, just not as important as the organization is.

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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

OCTOBER 28, 2014

Since mobility is no longer considered an optional upgrade, Customer-centric companies understand that mobile access and usability is a key business strategy. Systems are a critical part of Customer Experience because they are the actions in your experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

JUNE 25, 2020

There are two essential aspects of practicality about managing these customer memories. First, you should choose what parts you want customers to remember. Second, you should develop strategies around ensuring that you reinforce those parts in customers’ minds. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

MARCH 7, 2016

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. And sometimes, that strategy involves humor. Humor Doesn’t Always Work. Humor Doesn’t Always Work.

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Advertising Consulting Consulting Customer emotions 278

Beyond Philosophy

SEPTEMBER 17, 2014

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. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Emotions'

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Consulting Consulting Customer emotions Government 300

Beyond Philosophy

JULY 13, 2016

Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. After we saw this pattern emerging, we decided that it was not enough to design the deliberate Customer Experience. It is vital to ensure the people interacting with customers must have what they need to do their job.

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Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

JULY 13, 2021

A winning strategy for outsourcing, in general, is to own the third-party-provided experience. 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. appeared first on CX Consulting. Subscribe today right here.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

JULY 11, 2020

It is a foundational element of your entire Customer Experience strategy. For all of these reasons, it is essential to have a plan for making customer memories that drive value for your organization. Define what you want a customer to remember. First, choose what you want the customer to remember.

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Management Customer emotions Consulting Consulting 351

Beyond Philosophy

JUNE 27, 2019

As many of our transactions move online, organizations need to evaluate their digital customers’ emotions and use this as a basis for designing an experience that nurtures the positive feelings that will increase loyalty and long-term value. Emotions Drive Spending, but Do You Know Which Ones Drive the Most?

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Airlines Customer emotions Accountability Consulting 345

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. Empathy helps, too. Satmetrix Systems, Inc.,

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Beyond Philosophy

OCTOBER 15, 2020

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. The post Getting Inside the Customer’s Mind appeared first on CX Consulting.

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Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

MARCH 15, 2019

This episode of The Intuitive Customer explores customer irrationality. We talk about what we mean by it, how it changes our perception of an experience, and what organizations can do to design Customer Experience strategies that work with irrationality. <!–more–> That is where the disconnect occurs.

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Beyond Philosophy

JUNE 17, 2019

I’m at the table and my companion is talking — perhaps sharing a funny anecdote from a recent vacation, or discussing a customer experience strategy for Beyond Philosophy. When you sheepishly admit that you do not, she studies her sheet of paper for a bit, then consults with another staff member. The waitress comes by.

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Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Alos, Shulman was instrumental in American Express’ strategy to bring to market new digital payment services.

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Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

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Metrics Finance Surveys Consulting 312

Beyond Philosophy

SEPTEMBER 10, 2020

Leadership should look for ways of resolving it for customer-facing positions, whether that means changing policies or operational directives or something else in your organization. . Find Cognitive Dissonance reductions strategies that you or your organization will use. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

SEPTEMBER 5, 2020

Customer-facing employees should recognize when it is happening and be prepared to help manage them. Employ Cognitive Dissonance reduction strategies. It would be best to find ways to help customers feel less discomfort during their buying decisions. appeared first on CX Consulting. Click here find out more.

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Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

APRIL 2, 2020

To the extent that Price Image is a part of their strategy, it has been effective. 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. Mind the details.

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