Beyond Philosophy

OCTOBER 15, 2022

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. AI isn’t perfect. We did an interview with Broderick Turner, Ph.D.,

Journey mapping 195

Journey mapping Customer emotions Consulting Consulting 195

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Kristina Evey

MAY 12, 2015

Those positive feelings are the drivers of customer loyalty. Lesson: Trust, safety, security, comfort, and happiness drive customer retention and loyalty and, ultimately, profitability. Now, we’ve looked at four main emotions – frustration, irritation, trust, and feeling valued.

Customer emotions 98

Customer emotions Banking Finance Customer retention 98

Beyond Philosophy

MARCH 12, 2015

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

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

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 (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JANUARY 23, 2015

Blogs Leadership CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer experience books customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction customer (..)

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security? Which ones do poorly?

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

OCTOBER 6, 2014

Blogs Beyond Philosophy CEO Colin Shaw Customer Behaviour customer centricity customer emotions Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction CX Carnival Market Research Marketing (..)

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention The Moral Dilemma: Collecting Data on Customer Behavior Colin Shaw is the founder and CEO of Beyond (..)

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

FEBRUARY 3, 2015

Blogs Subconscious Experience CEM CEO Conferences consultants consumer behaviour customer customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer (..)

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 29, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

NOVEMBER 3, 2014

Blogs Customer Experience Beyond Philosophy customer behavior customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors customer retention customer (..)

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

Beyond Philosophy

OCTOBER 21, 2014

Blogs Customer Behaviour customer emotions Customer experience customer experience books customer experience management customer experiences Customer Loyalty Customer Mirrors customer retention customer satisfaction customer service n2n Naive to Natural Social Media Thought Leadership'

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

JustCall

OCTOBER 4, 2023

Elevated rates of customer churn can adversely affect a firm’s financial standing, impeding both growth and profit generation. Implementing Conversation Intelligence for Customer Retention Although there can be many factors encouraging your customers’ departure, the good news is that you have the power to prevent it.

Customer retention 52

Customer retention Feedback Upselling Sales 52

Beyond Philosophy

AUGUST 10, 2016

When you provide a good or service to your customer, no matter where they are in the world, one of the things they value most is a good Customer Experience. Much of this value derives from how your Customer Experience makes them feel. Likewise, the negative emotions have an effect, too. How to Measure Customer Emotions.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

OCTOBER 24, 2014

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 industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Vistio

OCTOBER 7, 2024

For example, agents might learn the technical steps to resolve an issue but fail to practice handling difficult conversations or navigating tricky customer emotions. Without role-playing or simulations that reflect live customer interactions, agents leave the classroom unprepared to manage complex, real-world scenarios.

Contact center software 52

Contact center software Coaching Contact Center Technology 52

TechSee

MAY 19, 2021

Customers want to feel acknowledged and understood, especially when faced with a challenge. This is why emotional analytics features so prominently in many technological innovations designed to enhance customer retention.

Technology 159

Technology Customer Service Technical Support Analytics 159

Beyond Philosophy

OCTOBER 21, 2014

Blogs Customer Behaviour customer emotions Customer experience customer experience books customer experience management customer experiences Customer Loyalty Customer Mirrors customer retention customer satisfaction customer service n2n Naive to Natural Social Media Thought Leadership'

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

ProProfs Blog

AUGUST 28, 2019

While customer satisfaction and increased customer engagement are worthy goals, the path to attaining these is by crafting a strong emotional connection with the customers. Importance of Customer Emotions. Managing Customer Emotions in a Data-Driven World. Create Target Customer Personas.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? As you’d expect, it’s all about the data. Powering personalization.

Analytics 138

Analytics Customer Experience Customer emotions B2C 138

Beyond Philosophy

OCTOBER 6, 2014

Blogs Beyond Philosophy CEO Colin Shaw Customer Behaviour customer centricity customer emotions Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction CX Carnival Market Research Marketing (..)

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

Blogs Beyond Philosophy CEO Colin Shaw Customer Behaviour customer centricity customer emotions Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction CX Carnival Market Research Marketing (..)

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

DECEMBER 3, 2015

So, understanding that Customers are irrational, embracing behavioral economics, using this to predict their behavior and finally designing your experience and training people on how to convert customers emotions is the new world. Welcome to the new world of practical behavioral economics!

Marketing 218

Marketing Customer emotions Consulting Consulting 218

CSM Magazine

DECEMBER 15, 2022

After all, your customer support team is the heart and soul of the customer experience (CX). If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. Understand customers’ emotional loyalty.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

VocalCom

MAY 28, 2018

When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

NICE inContact

SEPTEMBER 18, 2019

That’s what experience really means, and that’s what really matters in any interaction with a customer. Notice I didn’t write “customers.” Why do customer emotions matter? Because a customer is willing to spend more with; to talk positively about; and to stay loyal to companies that provide positive experiences.

Customer Experience 78

Customer Experience Customer retention Customer emotions Customer Service 78

JustCall

MARCH 7, 2023

Easy Handling of Advanced Contact Center Tech One of the biggest challenges faced by customer support teams is to keep up with fast-paced IT innovations. Today, many cloud-based AI tools have advanced features like mapping the customer journey, analyzing customer emotions, and more.

outsourcing 52

outsourcing Contact Center contact center solutions voip 52