Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Beyond Philosophy

DECEMBER 22, 2014

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences. How to Make or Break Your Customer Experience.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Where does your experience stop? Why or why not? Where does it start?

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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 unless you know how to use this information to improve your business outcome. You have an Emotional Signature right now.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

MARCH 1, 2024

Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face. What Emily needs is the insight provided by our Emotional Signature research. The twenty emotions, ranging from joy to frustration, that drive or destroy value for organizations.

Customer emotions 221

Customer emotions Surveys Customer Experience Management 221

Beyond Philosophy

JULY 2, 2020

In this issue, we will discuss how to avoid being one of them. We use research called Emotional Signature Edge® that can find these hidden gems and provide you a target to hit with your revised and reimagined customer experience. What customers say they want and what they really want are often different things.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works. Grocery stores understand this.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

JANUARY 23, 2015

. “ 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. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want.

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Customer emotions Customer centricity Customer retention Consulting 315

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

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. How can we help?

Customer emotions 195

Customer emotions Journey mapping Management Consulting 195

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn. Behavioral science can help here.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Most organizations know what their Customer rational expectations are.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience? That’s an easy answer though.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

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

MAY 15, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

MARCH 29, 2016

These results are consistent with what we have learned in conducting customer mirrors. When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. Customers Emotions Are Predictable.

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Consulting Advertising Consulting Scripts 283

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. Moving the needle toward that increase in value is what emotions do.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

FEBRUARY 9, 2024

Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. Numerous organizations struggle with eliciting specific emotions in their customers. So, this episode gives them to him. Bob isn’t alone.

Customer emotions 221

Customer emotions Sales Technology Customer Experience 221

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. In my experience, many organizations fail to evoke a specific customer emotion. The bottom line is this.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Call Center Weekly

NOVEMBER 6, 2017

Lately, there has been great emphasis placed on customer experience, and customer journey mapping. Through insights gained, we in customer service are aware of the importance of utilizing soft skills to better enhance a customer's experience, as well as improving the level of service and support.

Customer emotions 174

Customer emotions Journey mapping Technology Marketing 174

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. I wrote a book about this question, The Intuitive Customer.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

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

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The importance of uncovering hidden customer motivations for effective business strategies.

Customer emotions 221

Customer emotions Marketing Customer Experience Management 221

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. How to Measure Customer Emotions.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

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

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

TeleDirect

JANUARY 17, 2025

Customer Service Skills: How to Handle Difficult Calls from Customers When working at the top call centers in the US , handling difficult calls from customers effectively is one of the most critical skills an agent can master. Use empathetic statements like, I understand how frustrating this must be for you.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” I have used them many, many times.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

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

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

MARCH 13, 2021

We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill. Therefore, it is essential that you are deliberate about which specific emotion you evoke (for example, we want more good than ill). .” Design that into your Customer Experience.

Journey mapping 282

Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars. Clues Send Signals in Experiences.

Customer emotions 327

Customer emotions Consulting Consulting Customer Experience 327

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.

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Customer emotions Consulting Consulting Customer centricity 246