Customer emotions Employee engagement Groups 
Beyond Philosophy
NOVEMBER 28, 2016
There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. Further, there is no specific connection to the emotional drivers of employee experience.
Beyond Philosophy
NOVEMBER 10, 2014
Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. I have a whole post that looks into this relationship in more detail.
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Beyond Philosophy
JUNE 11, 2015
Some retailers have turned to devices such as curation, where groupings of products or services can be offered, thus saving consumers both time and money. This trend works well for building more strategic, bonded relationships with customers. This example is consistent with some overall gamification trends.
Beyond Philosophy
JUNE 4, 2015
Wolfe labeled such organizations “humanistic” companies, i.e. those which seek to maximize their value to each group of stakeholders, not just to shareholders. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment. Authors Jagdish Sheth, Raj Sisodia, and Daniel B.
Beyond Philosophy
JUNE 20, 2015
Applying a multivariate technique to the bonding level segments, it was learned that the company’s ability to anticipate a customer’s future needs truly distinguished the positive from the negative group. This was essential to building bonded and positive customer behavior.
Interaction Metrics
MARCH 13, 2025
Sentiment analysis data alone doesn’t improve the customer experience. To get the most out of your data, you must dig deeper so you can connect customer emotions to specific experiences. Once you understand both what customers are saying and how they feel about it, you can drive more strategic improvements.
Lumoa
FEBRUARY 6, 2018
There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.
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