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. Please tell us how we are doing!

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Beyond Philosophy

DECEMBER 7, 2016

Train them a lot more than you do now. They might train on systems or operational tasks, but there is no additional training beyond the initial new-hire regimen. However, when you invest in training your employees, they tend to respond with more investment in the company mission. How to Measure Customer Emotions.

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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

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. At our consultancy, Beyond Philosophy, we have consistently found that customers’ emotional experience is the biggest driver of long-term value.

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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. The post The Future Today!

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Beyond Philosophy

AUGUST 1, 2019

In our most recent episode of our podcast, we talked about how you get the frontline teams to embrace the philosophy behind your Customer Experience program and deliver it. It starts with understanding the customer journey and how they feel during the different moments of their experience. Lack of employee training.

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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

OCTOBER 26, 2016

A first step is to fully understand the experience from the customer’s point of view. In our customer experience consultancy, we do this by conducting customer mirrors where we stand in the customer’s shoes at each point along the buying journey. The key is to manage customers’ expectations and then exceed them.

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Beyond Philosophy

NOVEMBER 9, 2016

From there you can map out these moments and design them to have a different emotional outcome that drives value for your organization. Step three: Train everyone on specific ways to deliver the experience you want. Training is of particular importance for those members of the team who interact with customers directly.

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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. However, it does require training.

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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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Beyond Philosophy

MAY 8, 2019

For example, we were doing work years ago in England with one of the train franchisees. The train company wanted customers to associate feeling cared for and reliable punctuality with their brand, which makes sense for a train company. I recommend you start by looking at these 20 emotions we’ve gone through today.

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Beyond Philosophy

NOVEMBER 6, 2014

Once you recognize the type of Customer currently in your experience, you have a set of appropriate responses that best appeal to that Customer Type. This customization requires a great deal of emotional intelligence and training in your Customer-facing employees.

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Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. They can also provide useful feedback and build brand-based communities. Today, is that enough?

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Beyond Philosophy

SEPTEMBER 26, 2016

Most of your competitors are working to break your customers’ habitual behavior, too. Your company is probably doing the same with their customers. As Customer Experience Consultants, we see organizations trying to change customers’ habits all the time. Customer Emotions Are Predictable.

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Beyond Philosophy

NOVEMBER 7, 2016

These positive emotions can create positive memories about your brand that score big with customer loyalty. 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?

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Beyond Philosophy

APRIL 20, 2016

If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

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Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. 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. How are companies blowing it?

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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

JULY 2, 2020

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. How are you equipping your customer-facing teams with skills to manage customers’ emotional experiences? ” Dallasnews.com.

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Beyond Philosophy

NOVEMBER 4, 2014

Some trains in England have lavender pumped into the carriages to create a calming travel experience. One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. Don’t underestimate the scent in your retail experience design. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. I am not surprised by any of these revelations.

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Beyond Philosophy

MARCH 13, 2021

Train your people on how to evoke these emotions. However, with a little training, many people can learn how to do it well. As in all things Customer Experience, it is paramount that you measure how your changes have yielded value to the bottom line. Some people know naturally; many people don’t.

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Beyond Philosophy

JUNE 25, 2020

First, the insurance company needed to ensure they recruited people who are naturally good at making customers feel understood. Second, the insurance company should train people on how to handle customer interactions so that customers think the employee is empathetic to their situation. There are several ways.

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Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. 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

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

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

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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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. Make sure you are creating a brand that harnesses human emotions and provides an excellent CX for your customers.

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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. Digital technology can enhance the customer experience. The post Be Warned!

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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

JULY 26, 2019

To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve the Customer Experience. ” It is not advisable to have a new Customer Experience program that you roll out without training. The word practical is significant 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

JANUARY 23, 2017

The way to compensate for this is to map the customer experience from an emotional standpoint, monitor customer emotions and behavior and then use this information to improve insight into passengers’ thought processes. Ignore this at Your Peril: How Customers Decide. Carnival seems to be on the right track.

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Beyond Philosophy

APRIL 18, 2017

On customers who are only starting to consider making a purchase. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Customers aren’t as loyal as you think they are. Appeal to your customers’ emotions. Not Meeting Your Targets?

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Beyond Philosophy

OCTOBER 18, 2017

The sign also says that the hotel doesn’t understand what a Customer Experience is. In our global Customer Experience consultancy, we define a Customer Experience as the following: A Customer Experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind.

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Beyond Philosophy

OCTOBER 15, 2020

The danger I see is that few people are trained in using the information they measure to identify what it means for customer behavior. They lack the training in the behavioral sciences and misinterpret the underlying behavior that exists. The post Getting Inside the Customer’s Mind appeared first on CX Consulting.

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