Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer emotions 402

Customer emotions Customer Experience Customer Service 402

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, if your employee experience isn’t great, your customer experience probably won’t be either.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

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

ShepHyken

OCTOBER 6, 2024

Each week, I read many customer service and customer experience articles from various resources. 7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. What’s emotion got to do with it? Here are my top five picks from last week.

Customer Service 198

Customer Service Customer emotions Customer Experience Marketing 198

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

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.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. That which gets measured (and rewarded) gets done. What do you measure at your organization?

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

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Customer Service 167

Customer Service Education Self service Advertising 167

CSM Magazine

NOVEMBER 12, 2024

Customer service is something you need to get right regardless of the industry you work in, but it’s especially important for lenders. For customers to trust you to provide financial solutions, you need to demonstrate that you’ll provide excellent customer service throughout the lending process.

Customer Service 52

Customer Service Education Feedback Customer emotions 52

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

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.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Customer Service Technical Support Self service 159

TMP Direct

FEBRUARY 12, 2025

In recent years, chatbots have become an integral part of modern customer service, helping businesses streamline interactions and improve customer experience. From concerns about their emotional intelligence to fears of replacing human agents, these myths can prevent businesses from fully embracing the potential of chatbots.

Chatbots 52

Chatbots Customer Service Customer emotions Wait times 52

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. My Comment: For years, I’ve said customer satisfaction is a rating and customer loyalty is an emotion.

Customer Service 169

Customer Service Construction Contact Center Scripts 169

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

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What is the focus of the systems in your organization?

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

MAY 18, 2021

The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. They discuss the importance of emotional intelligence in customer service and customer experience. Why is empathy important to customer service?

Customer emotions 254

Customer emotions Customer Service Sales Personalization 254

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

ShepHyken

JUNE 16, 2020

Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions.

Customer emotions 203

Customer emotions Customer Service Customer Experience 203

ShepHyken

DECEMBER 9, 2016

Here’s a closer look at the numbers: 86% of consumers will immediately quit doing business with a company because of a bad customer experience. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Customer Experience = Customer Emotion.

Customer emotions 310

Customer emotions Marketing Customer Experience Customer Service 310

ShepHyken

APRIL 16, 2019

They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The Interview with Sandy Rogers: During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive loyalty.

Scripts 256

Scripts Enterprise Customer emotions Customer Service 256

Beyond Philosophy

JULY 17, 2017

Goldstein has hit on a key point about customer experience. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. Digital technology can enhance the customer experience. Hesse didn’t talk about customer emotions.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

OCTOBER 15, 2020

In other words, understanding in depth how customer emotions work in experiences, creating a deliberate strategy that appeals to customer emotions, and then implementing them consistently is critical. However, Carbone says that intentional design is critical to experience management.

Customer emotions 327

Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

OCTOBER 8, 2014

Blogs Customer Experience Thought Leadership Conferences customer Customer Behaviour customer emotions Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Management Customer Mirrors customer research customer retention customer satisfaction (..)

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

OCTOBER 14, 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 Management (..)

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Kristina Evey

MAY 12, 2015

Get even more tips and strategies to immediately step up your game to increase customer satisfaction and loyalty by claiming your copy of “50 Customer Service Tips Made Simple” by clicking here https://kristinaevey.leadpages.net/50-customer-service-tips/ You’ll get instant access to what it takes to continue earning your customers (..)

Customer emotions 98

Customer emotions Banking Finance Customer retention 98

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants.

Customer Service 102

Customer Service Feedback Customer emotions Management 102

Beyond Philosophy

MARCH 29, 2016

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. And it turns out that subconscious elements like the quality of a smile can have a dramatic effect on a customer’s experience.

Consulting 283

Consulting Consulting Advertising Scripts 283

Beyond Philosophy

JULY 11, 2020

Moreover, research can help you focus on the areas in your Customer Experience that give you the most impact first. Our Emotional Signature ® Research defines what drives value for your customers emotionally. Then, you can look at the customer process to see when there are moments with potential to evoke that emotion.

Management 351

Management Customer emotions Consulting Consulting 351

Beyond Philosophy

MAY 4, 2016

These experiences should appeal to customers’ emotions , not just their rational decision making. For example, when we design customer experience programs , we recognize that over half of a customer’s impressions are based on emotional factors.

Customer Experience 284

Customer Experience Advertising Customer emotions Consulting 284

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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

Enghouse Interactive

JULY 23, 2021

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today. Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy.

Customer emotions 98

Customer emotions Management Consulting Consulting 98