Course Customer emotions Journey mapping 
Beyond Philosophy
DECEMBER 11, 2020
Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Define which emotions drive the most value for you. Measure the specific emotions across the customer journey.
Beyond Philosophy
MARCH 12, 2015
For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Taking Journey Mapping to the Next Level. Customers are Irrational: Stop Fighting It. Please click here to learn more. appeared first on Beyond Philosophy.
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Beyond Philosophy
AUGUST 1, 2019
It starts with understanding the customer journey and how they feel during the different moments of their experience. We enable this understanding through behavioral Journey Mapping , which we have discussed in the past. We added emotions for a couple of reasons, but one of them has to do with my wife.
PeopleMetrics
MAY 12, 2022
Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.
Beyond Philosophy
FEBRUARY 1, 2016
When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience. We use a tool called Behavioral Journey Mapping. Of course, some people won’t pay no matter what, but it takes little effort to add a subtle nudge and it could reap big rewards.
Beyond Philosophy
FEBRUARY 28, 2016
In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.
Pointillist
MAY 23, 2018
Companies have traditionally looked to improve customer experience by focusing on particular touch points. This often leads to misleading results, as customers may rate an individual interaction highly yet be unhappy over the course of an entire journey. How to Improve Customer Experience Using Journey Analytics.
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