CSM Magazine

JANUARY 6, 2025

Their customer support philosophy revolves around creating genuine, human connections. Zappos doesnt train their agents to stick to rigid scripts, they empower employees to engage with customers on a personal level. Heres an example: A customer once called Zappos looking to return shoes for her mother, who had recently passed away.

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

Call Center Weekly

NOVEMBER 6, 2017

But what insights can we learn by understanding the emotions of customers? How can we better position ourselves as a brand by viewing the journey and experience through the lens of customer emotions? For example, the technology is now being used to help drivers travel more safely.

Customer emotions 174

Customer emotions Journey mapping Technology Marketing 174

Beyond Philosophy

FEBRUARY 2, 2015

Please share your examples with all of us in the comments below. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Apple’s new Holiday ad is heartwarming; it’s also genius (punny!).

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. 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. One of the businesses was transactional and the other was subscription based.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. Rule #2: Recognize that customer emotions apply. . Typically, you get three or four to focus on the goal and embrace the idea of delivering customer emotions with the experience. Focus on the art of the possible.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 21, 2016

Perceptions will depend on a variety of factors including expectations, emotions, state of mind and willingness to accept the value. For example, suppose you approach me offering a great deal on a moped. Value is defined by the perceptions of those who receive the value.

Consulting 0

Consulting Consulting Customer emotions Customer Experience 0

Beyond Philosophy

DECEMBER 22, 2014

Fictional or not, they are there, and they are creating a reaction in your customers’ subconscious and unconscious minds, shaping their emotions and creating value for your products on the shelves…or Ebay page. Do you have an example where cooties played a part in your decision whether or not to buy something?

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn. Now let me take a step back.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

JANUARY 23, 2015

Your Customers have behaviors that cost your organization money. An excellent example is those Customers that still want a paper statement. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. Read more about the book and register for the webinar, here.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

OCTOBER 6, 2014

We find that the Customer Experience is highly influenced by the following nine orientation areas: Each of these areas has a Customer-centricity level, which may be different from one another. For example, you might have excellent people that are Enlightened, but a Customer Strategy that is Naïve.,

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

NOVEMBER 16, 2016

When you look at it, or experience your moments as if you were a customer, you are often in for a rather nasty shock. The choice to reduce volume to compensate for shrinking margins is a classic example of inside-out thinking. In other words, they are putting the company’s needs above the customers’.

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

OCTOBER 26, 2016

That’s why, for example, a Saint Petersburg, Florida mall’s tenants include several spa/hair salon type businesses, an H&R Block, two eyeglasses stores, a shoe repair shop, a carpet and flooring store, a dentist and a tattoo parlor. The key is to manage customers’ expectations and then exceed them. Good idea or bad?

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

MAY 8, 2019

At the top levels, an organization should be defining what emotions they’re trying to evoke. It’s part of the brand and its relation to Customer Experience. For example, we were doing work years ago in England with one of the train franchisees. Everybody wants satisfied customers; everybody wants happy customers.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

NOVEMBER 19, 2014

It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

TeleDirect

JANUARY 15, 2025

What Is Empathy in Customer Service? In the context of customer service, it involves recognizing a customers emotions, acknowledging their concerns, and responding in a way that demonstrates understanding and care. Enhances Customer Experience Empathetic interactions make customers feel valued and understood.

Call Center 126

Call Center Customer Service Healthcare CRM 126

Beyond Philosophy

NOVEMBER 9, 2016

Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline. How to Measure Customer Emotions. 3 Critical Change Management Steps.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

FEBRUARY 3, 2015

One example that caught my attention was a 213% increase in conversion when the copy changed from “Get your membership” to “Find your gym & get membership.” There are ten other examples given in the article. Of course, these examples are about the subconscious experience as none of these things make sense. Contentverve.com.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. If you only focus on rational factors, you are leaving more than half of the customer experience to chance.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

JANUARY 28, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

MARCH 13, 2021

We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill. Therefore, it is essential that you are deliberate about which specific emotion you evoke (for example, we want more good than ill). Please tell us how we are doing! Complete this short survey.

Journey mapping 282

Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

JUNE 7, 2024

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes.

Customer emotions 221

Customer emotions Management Customer Experience 221

Beyond Philosophy

OCTOBER 23, 2017

For example, people don’t tend to save enough for retirement because they place short-term satisfaction over long term savings. In our global customer experience consultancy, we see many companies that act like traditional economists, believing people will behave rationally. Theme parks are a good example of how this might play out.

Marketing 325

Marketing Consulting Consulting Government 325

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

Beyond Philosophy

SEPTEMBER 26, 2016

However, those that look into Customer habits from an emotional or Intuitive System standpoint stand a much better chance of changing customer behavior than those who don’t. Let me give you an example of what I mean. Customer Emotions Are Predictable. Changing Customers’ Habits.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

JANUARY 23, 2017

So, for example, if you took a Zumba class yesterday, you might like yoga today. I discuss the importance of this in my recent book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof. But customers are not rational!

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

OCTOBER 28, 2014

Let me give you an example. Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you ask the customer for this, they might think, “Why do they need this information? Another example might be an automated call response system that greets incoming calls.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

SEPTEMBER 17, 2014

Bloom gives several examples of this, but the one I found most amusing was that babies do this as well. This example is both cute and unsettling… Our customers are like babies in this way. Look at the Harley Davidson Customer as an example. These emotions, however, can be swayed. Blogs Customer Emotions'

Consulting 300

Consulting Consulting Customer emotions Government 300

Beyond Philosophy

JULY 2, 2020

For example, the time to change customer habits is when there’s been some form of significant change in the usual for the customer, like the birth of a child, being on vacation, or some other type of change catalyst. For example, Sweden didn’t “lockdown,” but the UK did.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

NOVEMBER 4, 2014

Another example of this concept in action was closing the menu at a restaurant, which the authors compare to “closing off” a choice. Closing off the choice physically by closing the menu gave diners an emotional closure to their decision and led to their satisfaction with their order. . < www.winepleasures.com. 29 July 2011.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

APRIL 2, 2020

What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this. Lines outside the store is almost the prototypical example of Social Proof. Apple’s among the best at realizing the importance of those things (see unboxing example above). I am just kidding.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

JUNE 25, 2020

For example, your mind has nodes associated with how you felt about things. So, in other words, you need to get something from it, whether that’s gaining growth or improving Net Promoter Score® or customer satisfaction or anything else. Rule #3: Map your customers’ fishing nets.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

JULY 13, 2021

This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience. Specifically, it shows that the third-party controlled part of the experience is your experience from the customers’ perspective. However, when I arrived, the shuttle took an hour to pick me up.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

JULY 18, 2016

The website says, “We are NOT charging for the customization; we feel that it is absolutely crucial to boost the self-confidence, self-esteem, and feelings of inclusion for little girls with limb loss, and that something as small as a doll that resembles them can have a profound effect on their mental and physical well-being.”.

Personalization 284

Personalization Customer emotions Advertising Consulting 284

Beyond Philosophy

JANUARY 12, 2015

. – and quasi-emotional and relationship states that fall in between the basics, such as awe and disapproval, which fall on either side of surprise. It’s emotional, of course, but it makes sense in application. Love falls in between joy and trust.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. Both are negative emotions.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221