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.

Sales 279

Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

MAY 12, 2016

Apple’s stock that was already down following the disappointing iPhone sales reports the week prior dropped another 10% on April 28th, which decreases their value by $56 billion. To find out more about your Customers’ emotions and improve your Customer Experience read our latest ebook: Unlocking the Hidden Experience.

Consulting 281

Consulting Consulting Call Center Customer emotions 281

Interactions

MAY 27, 2021

However, 30% claim that the number one challenge in achieving that goal is inadequate or hard to use systems – more than double the second rated choices (management or customer emotions (rude or angry); each at 14%). So agents want to help customers, but they often don’t have the means to do so.

Contact Center 62

Contact Center Customer emotions Technology Surveys 62

Clarabridge

SEPTEMBER 21, 2017

Some operations have evolved beyond mere efficiency and, having understood the potential impact on things like customer satisfaction and renewal, have chosen to focus on effectiveness with metrics like sales and First Contact Resolution (FCR). The focus on the new upcoming ebook and workshop is IMPLEMENTATION.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Comm100

NOVEMBER 8, 2017

A live chat agent should be intuitive, and able to interpret your customers tone and emotions. This is easier over audio or video chat, where facial and verbal cues give your customers emotions away; but it is also important to do over written chat. Good training activities will be the next step.

Customer Service 59

Customer Service Average Handle Time Benchmark Personalization 59

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0