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. So, What Do We Mean by Authentic Emotion Measurement?

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Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. By 2005, I had undertaken research to determine the 20 emotions that drive or destroy value , to prove that incorporating customer emotions into experiences provides an ROI.

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Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

MAY 15, 2021

In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply. Manage different customers differently. Key Ideas to Improve your Customer Experience.

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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. 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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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. Complete this short survey. Customer Experience Information & Resources.

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Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

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Metrics Finance Surveys Consulting 312

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. ” Talk about a reality disconnect!

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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. Surveys tend to be a popular way to get feedback from customers.

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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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Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

OCTOBER 15, 2015

It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. We normally establish how an organization is performing against a benched market research called Emotional Signature. How are companies blowing it? Of the U.K.

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Beyond Philosophy

AUGUST 10, 2016

In other words, the Customer Experience matters here more than it did even a couple of years ago. A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. Are you ready?

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Beyond Philosophy

JUNE 27, 2019

But how do you assess emotions and design a customer experience in the digital space? You never see your customers face to face, nor do you have a chance to chat with them. Surveys aren’t a reliable source because customers often won’t tell you what they really think. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Airlines Customer emotions Accountability Consulting 345

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

DECEMBER 10, 2015

Whatever form it takes, the recap should include a quick summary emphasizing the high points of the interaction and how the experience met the Customer’s needs or that the problem was solved to the Customer’s Satisfaction. It’s even better for forming memories if the Customer does the recap. Customers’ Emotions Are Predictable.

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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.

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Customer Experience Customer centricity Education Consulting 121

CSM Magazine

DECEMBER 15, 2022

For example, speech analytics can indicate repeated phrases used in customer conversations to identify new or common failures within particular customer journeys. Meanwhile, sentiment analysis is able to predict customer emotions after a contact. Jade Turley is Senior Business Intelligence Consultant at Calabrio.

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Beyond Philosophy

JUNE 20, 2015

A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

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B2C B2B Metrics Entertainment 257

Beyond Philosophy

OCTOBER 27, 2022

I had a similar thing happen recently with a company we consult. If you are familiar with my model for customer-centricity, Naïve to Natural, then I would describe them as Transactional, which isn’t the least customer-centric. However, they weren’t measuring customer emotions.

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Customer centricity Metrics Customer emotions Consulting 39

C Space

OCTOBER 1, 2018

Senior Consultant at C Space. is a Senior Consultant in C Space’s Boston office and a core member of our global research team. Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. Ignoring customer emotion means missing opportunities to get customers to choose you and recommend you.

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Healthcare Consulting Consulting Customer emotions 56

Callminer

AUGUST 6, 2019

“The number of customers is increasing at an alarming rate, and for the same reason more customers are opting for online premises for transaction and purchase. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation.

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call center software Best practices Call Center Interactive Voice Response 140

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

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Customer Experience Customer centricity Education Consulting 60

Toister Performance Solutions

JULY 25, 2019

Immediately Some situations call for immediate follow-up, especially when you are serving a customer face-to-face. You can see a great example of immediate follow-up in this short video on tending to customers' emotional needs. Customers received an automated follow-up email 24 hours after an issue was resolved.

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CRM Customer emotions Feedback Personalization 72

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. Right now, it’s mostly about getting feedback from customers in the form of survey data.

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Journey mapping Customer Experience Chief Customer Officer Metrics 40

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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Journey mapping Customer emotions Customer effort B2C 185

aircall

JUNE 30, 2021

You can achieve this by expanding your content marketing capabilities, enhancing the customer experience across different channels, and investing in technologies that provide in-depth customer analytics. Build Better Customer Relationships . Are you ready to improve customer retention rates for your company?

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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. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Consulting Consulting Benchmark Personalization 348

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. This approach has worked in the past, but today, it’s far from being sufficient.

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