Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

Sales 279

Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. To get you ready for what is next in Customer Experience, let us review what we have learned so far. Is a ‘Human Free’ Experience the Future?

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

MAY 12, 2016

With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.

Consulting 281

Consulting Consulting Call Center Customer emotions 281

Beyond Philosophy

APRIL 21, 2015

This is why in my new ebook Unlocking the Hidden Customer Experience: Short stories to ensure remarkable success we discuss the design of emotions into a Customer Experience. Most people assume that negative emotions have no positive to them—however, that isn’t always true.

Personalization 257

Personalization Customer Experience Customer emotions 257

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Interactions

MAY 27, 2021

However, 30% claim that the number one challenge in achieving that goal is inadequate or hard to use systems – more than double the second rated choices (management or customer emotions (rude or angry); each at 14%). So agents want to help customers, but they often don’t have the means to do so. Agent effort: The root cause.

Contact Center 62

Contact Center Customer emotions Technology Surveys 62

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. NONE of these metrics instils a ‘customer experience’ mind-set. As these exceptional brands know, true customer experience in the contact centre works exactly the same as any other touchpoint.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Playvox

FEBRUARY 1, 2024

The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. What Is Customer Sentiment Analysis? In an omnichannel customer service environment, in particular, there’s much to consider.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Clarabridge

MAY 30, 2017

They engage with satisfied customers and make them feel appreciated. They de-escalate frustrating situations and play a key factor in customer loyalty. Most importantly, they understand that customer emotion is indicative of long-term results, and respond accordingly on behalf of your company.

Contact Center 45

Contact Center Telecommunications First call resolution Customer emotions 45

Clarabridge

OCTOBER 25, 2017

To map them, it leverages millions of data points across customers, channels, and touchpoints ” – McKinsey. For a more in-depth understanding of each of these steps, check out our eBook 5 Steps to Improving the Customer Journey with Analytics. Customers leave clues peppered throughout every interaction they have with your brand.

Analytics 40

Analytics Feedback Big data Banking 40

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0