Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience. Remember the Nordstrom Way.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

FEBRUARY 2, 2015

Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. From there, you can build the brand to attract them to your business. www.spring.org.uk.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? Most people would call them customers. Sounds a lot better than, “Welcome, customer!”). She wanted an opinion on why we call the experience a customer experience.

Customer emotions 402

Customer emotions Customer Experience Customer Service 402

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 16, 2016

As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. This is completely backwards thinking that turns a Customer Experience upside down. Designing a Customer-Focused Process. However, if you do disappoint them, listen to why.

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

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?

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

NOVEMBER 7, 2016

Happy memories are essential to your Customer Experience. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level, co-author Professor Ryan Hamilton of Emory University and I talk about the importance of memories for your Customer Experience.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

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.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

APRIL 20, 2016

To calculate the NEV, we determine the balance between the positive and negative emotions a Customer feels about their experience with your organization. The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions? Why is the NEV Relevant Today?

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

JANUARY 28, 2015

There are ways to suggest a better course of action without being as blunt as saying no. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. The same applies at work.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

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 is the same exercise with customers. A customer walks into a Customer Experience feeling something.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

MARCH 1, 2019

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. To measure customer emotions, you need the proper tools to do a job.

Customer emotions 246

Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

DECEMBER 19, 2016

The other part lies in behavioral economics, which tells us that customers behave irrationally and emotionally. I discuss this in depth in my new book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof. Revolutionary Thinking on Customer Loyalty.

Sales 353

Sales Banking Customer emotions Education 353

Beyond Philosophy

JANUARY 23, 2017

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. I discuss the importance of this in my recent book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof.

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

AUGUST 30, 2018

Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

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. Goldstein has hit on a key point about customer experience.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. Of course, these examples are about the subconscious experience as none of these things make sense.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

APRIL 18, 2017

As a customer experience consultant, I of course have some ideas about how companies can more effectively become part of buyers’ initial consideration phase. Understand what the customer is experiencing as he or she first begins interacting with your brand, whether that’s on a website, through social media, or in person.

Sales 310

Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

DECEMBER 23, 2014

Expectations are associated with our choice of vacation, the gifts we give and receive at the holidays, and the Customer Experiences we receive from the organization. Disappointment is an emotion caused by the nonfulfillment of your hopes or expectations. It is an emotion most of us would rather avoid at the holidays.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

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. Talking about psychological theories, research, and studies is a critical part of the process, of course. The word practical is significant here.

Customer emotions 285

Customer emotions Consulting Consulting Customer Experience 285

Beyond Philosophy

SEPTEMBER 7, 2016

Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7. The Core of Apple Retail Experience Challenges. Apple is responding to the sentiment that the stores aren’t delivering the same experience they were in the past. How to Measure Customer Emotions.

Customer emotions 0

Customer emotions Consulting Consulting Sales 0

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

AUGUST 3, 2016

However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. Pain points refer to those moments in an experience with an organization that hassle, frustrate, disappoint, or perplex you. However, this list is not exhaustive.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

MAY 25, 2016

Employee Engagement and Customer Experience Are Linked. Employee engagement is crucial to Customer Experience. After all, if your employees don’t feel happy and pleased with their job and the mission of your organization, then how can they make customers feel happy and pleased with their experience?

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

SEPTEMBER 17, 2014

Prejudice exists in Customer Experience as well. There are some points he makes in the video that I think warrant a closer look, particularly as they relate to Customer Experience. Subconscious or gut instincts affect our decisions about Customer Experiences as well. Prejudice is a natural thing.

Consulting 300

Consulting Consulting Customer emotions Government 300

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Consider the pay phone.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ShepHyken

DECEMBER 9, 2016

Remember the days when “another satisfied customer” was the greatest mark of success for any brand? Well, times have changed, and in an environment where 89% of companies are competing on customer experience rather than price, simply satisfying the customer is no longer enough. Customer Experience = Customer Emotion.

Customer emotions 310

Customer emotions Marketing Customer Experience Customer Service 310

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Much of this value derives from how your Customer Experience makes them feel. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

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? Source: Gartner.

Journey mapping 183

Journey mapping Customer emotions Customer effort B2C 183

Beyond Philosophy

SEPTEMBER 6, 2018

Of course, we know that it is still coming back over 30 years later. Positioning your product to help customers be as competitive as possible is the best way to get them to want your product or service. Scarcity Strategies Target Customers Emotions that Lead to Short-Term Spends. But only for a limited time. Sehr gut!).

Marketing 53

Marketing Transportation Customer emotions Consulting 53

Beyond Philosophy

APRIL 2, 2020

The Peak End Rule requires organizations to ask what emotions they want to evoke in their customer experience. These emotions should be the ones that drive the most value for your company. They naturally put customers first. The three Fs are wording for Apple employees to use to manage customers’ emotions.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Inconsistent experiences do serious damage. Will Sam be back?

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Beyond Philosophy

FEBRUARY 1, 2016

In a Customer Experience setting, a similar nudge could look like this: As you walk into a clothing store, a salesperson compliments you on your sweater. When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience.

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

JULY 14, 2015

If you find that the Customer is always winning, and you are not, this is not good for business. Of course, Customers can’t always feel like they lose either. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366