Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. Listen to the podcast in its entirety to learn more about what customer emotions drive the most value for your Customer Experience.

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Customer emotions Consulting Consulting Marketing 316

Beyond Philosophy

FEBRUARY 22, 2019

There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you.

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Customer emotions Consulting Consulting Surveys 312

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

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Customer emotions Surveys Consulting Consulting 305

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

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Customer emotions Customer retention Consulting Consulting 304

Beyond Philosophy

OCTOBER 25, 2019

However, too many organizations do not get specific enough about customer emotions. They are content with determining whether the customers feel positive or negative about their experience or whether the customer’s assessment was good or bad. That is ridiculous. Only a fool wouldn’t measure their results.

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Customer emotions Consulting Consulting Customer Experience 250

Callminer

APRIL 27, 2022

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space.

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Customer emotions 345

Beyond Philosophy

APRIL 20, 2016

The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Boone Pickens , Founder, Chairman and CEO at BP Capital and TBP Investments Management. Find Love in Whatever Form It Comes in For You ” — Janine Allis , Founder of Boost Juice.

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Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

AUGUST 24, 2018

Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researchers have evoked specific emotions, what they mean, and how you can use them. The post How Do I Evoke Customer Emotions?

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Customer emotions Customer Experience 236

Beyond Philosophy

JULY 20, 2018

How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? How are they evoked? appeared first on.

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Customer emotions 218

Beyond Philosophy

MARCH 1, 2024

In this episode, you will discover the following: The key to measuring emotional impacts on ROI is how organizations often don’t even know when you ask them and how you can figure it out for your organization. The twenty emotions, ranging from joy to frustration, that drive or destroy value for organizations.

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Customer emotions Surveys Customer Experience Management 221

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. Click here to learn more.

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Customer emotions Journey mapping Management Consulting 195

Beyond Philosophy

MARCH 7, 2024

I don’t need the Emotional Signature research as much as others do. I believe in the influence of customer emotions on customer behavior and the importance of managing how customers feel about your company. Doing so will result in improved revenues and increased customer loyalty and advocacy.

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Customer emotions Construction Surveys Finance 195

Call Center Weekly

NOVEMBER 6, 2017

But what insights can we learn by understanding the emotions of customers? How can we better position ourselves as a brand by viewing the journey and experience through the lens of customer emotions? Also, develop an your emotional strategy, and understand the emotion of your brand.

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Customer emotions Journey mapping Technology Marketing 174

Beyond Philosophy

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

MARCH 12, 2015

The post Are you Irrational: 7 Questions to See If You Are Irrational? appeared first on Beyond Philosophy.

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Customer emotions Journey mapping Customer centricity Customer retention 417

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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Customer emotions Consulting Consulting Customer Experience 364

ProProfs Blog

MARCH 15, 2019

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Customer emotions 137

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. Rule #2: Recognize that customer emotions apply. . Typically, you get three or four to focus on the goal and embrace the idea of delivering customer emotions with the experience. Focus on the art of the possible.

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Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

FEBRUARY 5, 2015

The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy.

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Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

AUGUST 1, 2019

The Three Skills for Frontline Teams to Manage Customer Emotions. It comes down to three skills: Understanding the significance of customer emotions. Identifying what emotion the customer feels. Knowing how to manage the customer’s emotions to a valuable place.

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Journey mapping Customer emotions Scripts Consulting 373

TELUS International

JANUARY 31, 2020

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Customer emotions Contact Center Technology 129

Beyond Philosophy

FEBRUARY 2, 2015

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

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Marketing Customer emotions Consulting Consulting 416

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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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

MARCH 1, 2019

Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions. Those that do measure customer emotions don’t think about how they will use it. To measure customer emotions, you need the proper tools to do a job.

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Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

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Marketing Customer emotions Employee engagement Customer centricity 418

ShepHyken

SEPTEMBER 2, 2020

I’m not sure that the word “customer” creates distance, but changing the word to something other than customer, such as people —or guest, client, member or even neighbor—could bring that customer emotionally closer.

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Customer emotions Customer Experience Customer Service 410

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

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Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

MARCH 4, 2019

Now, machines are developing emotional intelligence as well. 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.

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Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

DECEMBER 22, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

FEBRUARY 9, 2024

Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. Numerous organizations struggle with eliciting specific emotions in their customers. In this episode, we dive deeper into the step-by-step process of evoking specific customer emotions.

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Customer emotions Sales Technology Customer Experience 221

Beyond Philosophy

JUNE 13, 2024

Figure 1 The 20 Emotions That Drive or Destroy Value I have covered individual emotions before, so I won’t get into the details here. However, this graphic demonstrates that being specific about customer emotions is essential. Thinking about customer emotions as “positive” or “negative” isn’t enough.

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Customer Experience Customer emotions Management Accountability 293

Beyond Philosophy

OCTOBER 6, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

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Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

NOVEMBER 10, 2014

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Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 4, 2014

. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].

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Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

NOVEMBER 19, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

NOVEMBER 21, 2016

At our consultancy, Beyond Philosophy, we have consistently found that customers’ emotional experience is the biggest driver of long-term value. One of the ways we help clients create this value is through our Emotional Signature that shows the company’s level of emotional engagement with customers.

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