Beyond Philosophy
NOVEMBER 24, 2014
What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience. Follow Colin Shaw on Twitter @ColinShaw_CX.
CSM Magazine
NOVEMBER 12, 2024
For many people, applying for a loan is often a last-resort decision, and your customers’ emotions are likely to be heightened. Your customers will feel informed and less uncertain when you set clear expectations about things like repayment timelines and required documentation.
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Beyond Philosophy
MARCH 26, 2021
Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.
Beyond Philosophy
JULY 28, 2015
However, we received no letter of confirmation or thanks for ordering the car–no sign of appreciation or documentation of any kind. Despite our frustration, we placed the order (reluctantly) as their price was the lowest by far of any other quote we received. We were quoted six to eight weeks for delivery.
Beyond Philosophy
DECEMBER 22, 2015
Beyond video, there’s documented proof of how all elements of content can effectively leverage customer behavior. In one study, it was found that video embedded in an email improved campaign effectiveness by 88%, click-through rates by 76%, and disposition to buy by 72%.
360Connext
AUGUST 23, 2018
We show customers empathy when we really appreciate what they are experiencing. Here’s my recommendation for how to show empathy for your customers. Don’t be afraid to get real when documenting customer emotions. It’s another thing to be full-blown frustrated as a customer.
Customers That Stick
DECEMBER 15, 2014
The Longest Lasting Emotions in Customer Experience – Research shows when you make your customers sad, they remember for a long time. See what other customer emotions linger. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center.
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