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?

Customer emotions 236

Customer emotions Customer Experience 236

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

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Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

JANUARY 23, 2017

It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. I discuss the importance of this in my recent book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof.

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Technology Big data Customer emotions Consulting 344

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] How is this applicable to Customer Experience?

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Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. www.spring.org.uk.

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Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

JANUARY 12, 2015

Even when looking at product and service features that appear strictly rational, there is an emotional underpinning. In other words, emotions are driving these importance and performance ratings; and their impact on customer experience perception needs to be understood. have an emotional base that must be considered.

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Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior. Study #1: Punitive Consequences Encourage Deception.

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

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Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

AUGUST 12, 2015

Well, that day has come a bit closer as a new study out of Cornell University discovers that the brain has certain codes that it uses to interpret our emotions. We know that 50% of a Customers Experience is about how a Customer feels. What the Study Discovered about Emotions.

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Customer Experience Feedback Personalization Customer emotions 390

Beyond Philosophy

MAY 17, 2017

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. The personalized experience presented does not provide value.

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Consulting Consulting Customer emotions Surveys 321

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.

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Personalization Consulting Consulting Customer emotions 419

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.

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Customer emotions Journey mapping Technology Marketing 174

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.

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Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. < [link].

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Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty.

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Management Entertainment Consulting Consulting 472

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

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Call Center Customer emotions Consulting Consulting 277

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 billion by 2030, growing at a whopping CAGR of 22.7%

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Contact Center Interactive Voice Response Customer Experience CCNG 195

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough?

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Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Goldstein has hit on a key point about customer experience.

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Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. The Consequence of Choice.

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Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too.

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Marketing Consulting Consulting Government 325

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.

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Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Ghosh studies AI and its overlap with behavioral economics. Key Takeaways.

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Customer emotions Education Consulting Consulting 286

Beyond Philosophy

SEPTEMBER 4, 2015

Customer Experience (CX) is a journey, not a destination. How do you take your Customer Experience to the next level? You must focus on Customer behaviors and understanding why Customers make the decisions they do. The same can be true for Customers. How Customers Make Decisions.

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Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: [link].

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Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

JULY 26, 2019

To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve the Customer Experience. Talking about psychological theories, research, and studies is a critical part of the process, of course. The word practical is significant here.

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Customer emotions Consulting Consulting Customer Experience 285

Beyond Philosophy

JULY 16, 2015

The University of Oslo researched the motivation and interpretation of sighs in a series of three studies and concluded following about the act of sighing: A sigh typically signifies a negative mood (e.g., In a study from the University of Leuven , researchers suggest that sighing can also be a physical and mental reset for your body.

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Customer centricity Personalization Customer emotions Marketing 337

Beyond Philosophy

SEPTEMBER 6, 2018

is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers. These feelings drive some of our behavior as customers. A recent scientific study confirmed it. Positioning your product to help customers be as competitive as possible is the best way to get them to want your product or service.

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Marketing Transportation Customer emotions Consulting 53

Beyond Philosophy

SEPTEMBER 17, 2014

Prejudice exists in Customer Experience as well. There are some points he makes in the video that I think warrant a closer look, particularly as they relate to Customer Experience. Subconscious or gut instincts affect our decisions about Customer Experiences as well. Prejudice is a natural thing.

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Consulting Consulting Customer emotions Government 300

Beyond Philosophy

APRIL 26, 2017

Eliminating lines is a huge step forward for theme parks’ customer experience. But even so, waiting in line has remained very much a part of the theme park experience. People go to theme parks for emotional reasons, not rational ones. Tapping into Customer Emotions. Please share in the comments box below.

Technology 283

Technology Consulting Consulting Customer emotions 283

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?

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Advertising Entertainment Customer emotions Customer Experience 297

ShepHyken

DECEMBER 9, 2016

Remember the days when “another satisfied customer” was the greatest mark of success for any brand? Well, times have changed, and in an environment where 89% of companies are competing on customer experience rather than price, simply satisfying the customer is no longer enough. What Emotions Mean for Customers.

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Customer emotions Marketing Customer Experience Customer Service 310

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The Emotional Signature. Outrageous! Outrageous!

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Consulting Consulting Customer emotions Customer Experience 297

Beyond Philosophy

JUNE 17, 2019

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! Why You Must Create and Sustain a Customer-Centric Culture. So I shouldn’t complain.

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Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

AUGUST 3, 2016

However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. Pain points refer to those moments in an experience with an organization that hassle, frustrate, disappoint, or perplex you. However, this list is not exhaustive.

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Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

APRIL 30, 2015

In a 2010 study by Ipsos Mori , out of a study of over 2,000 British people only 23% of them said their loyalty card influenced their decision to make a purchasing decision. Another study from statista.com indicated that the percentage rose to 42% in lower income groups but only to 37% in higher income brackets.

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Surveys Customer Experience Customer emotions Customer centricity 294

Beyond Philosophy

FEBRUARY 1, 2016

Getting Customers to Respond. How does this help you nudge customers toward the behavior you want? Let’s look at customer interactions. Halpern cited a study of applicants at a job center. If you enjoyed this post, you might be interested in the following blogs: Customer Emotions are Predictable.

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Journey mapping Consulting Consulting Customer emotions 280