Customer centricity Customer emotions Document 
Beyond Philosophy
NOVEMBER 24, 2014
Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers.
Beyond Philosophy
FEBRUARY 28, 2016
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. It is also an essential element of customer-centricity. Customer-centricity , after all, is about more than structure, strategy and systems.
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360Connext
AUGUST 23, 2018
And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.
Beyond Philosophy
JULY 28, 2015
However, we received no letter of confirmation or thanks for ordering the car–no sign of appreciation or documentation of any kind. Despite our frustration, we placed the order (reluctantly) as their price was the lowest by far of any other quote we received. We were quoted six to eight weeks for delivery.
Beyond Philosophy
DECEMBER 22, 2015
Beyond video, there’s documented proof of how all elements of content can effectively leverage customer behavior. In one study, it was found that video embedded in an email improved campaign effectiveness by 88%, click-through rates by 76%, and disposition to buy by 72%.
Beyond Philosophy
JUNE 1, 2015
One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers. Similarly, Caesars Entertainment has rich databases on its high-rolling program members.
360Connext
AUGUST 23, 2018
And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.
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