Beyond Philosophy

JANUARY 19, 2019

Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience. <!–more?. Segment your customers into personas. People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. –more?.

Marketing 199

Marketing Customer emotions Consulting Consulting 199

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.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. Have you ever tried to change a habit, maybe about diet and exercise?

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

NOVEMBER 27, 2020

Responsiveness was vital for them there, and the insurance company was previously relying too heavily on email, which was not delivering enough for customers. Dobrev says using Forrester’s four areas of Value Drivers is essential in this exercise. Then, test your choices, he says. Satmetrix Systems, Inc., and Fred Reichheld.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. What is their motivation?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

JULY 29, 2021

Ideally, it would be great to have one person who did both, but those are a rare breed. . Thinking strategically is essential to your Customer Experience team. However, the person with the highest IQ isn’t necessarily the best leader. Also, the ability to read people allows them to understand customer emotions.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

APRIL 25, 2024

That’s a part of the storytelling that creates emotional connections with a brand. If you like the idea of the founder coming from humble beginnings or the tale of a successful person being self-made, it might be because you can relate to them. This exercise allowed my potential clients to understand the concept personally.

Customer emotions 195

Customer emotions Education Engineering Personalization 195

Outsource Consultants

MARCH 17, 2025

They articulate complex information clearly and concisely, which ensures customers feel understood and valued. To assess communication skills during recruitment, implement role-playing exercises or mock customer interactions. Empathy and Emotional Intelligence Empathy transforms good agents into great ones.

Call Center 67

Call Center outsourcing Education Consulting 67

Beyond Philosophy

MARCH 17, 2022

Covey discusses relationships with others as having an emotional bank account into which your interactions make deposits and withdrawals. When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships. What makes that person loyal to you? What makes you loyal to them?

B2C 195

B2C Banking B2B Construction 195

Calabrio

MARCH 31, 2025

With AI already table stakes for contact centers and their software vendors alike, its worth slowing down to better understand exactly whats fueling the intense focus on GenAI in customer service. The tools, clearly, have come a long way in a short time.) Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Beyond Philosophy

JANUARY 15, 2021

This exercise is essential because sometimes the nudges don’t do that. Sharing reviews is way more comfortable online than in person, which is another advantage the digital experience has. Most of those experiences have been designed without thought to customer emotions and behavioral science and how you can nudge people along.

Airlines 248

Airlines Government Customer emotions Marketing 248

aircall

FEBRUARY 21, 2018

Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. This all-too-prevalent mental state occurs when none of the things a person can realistically do appeal to them.

Customer Service 91

Customer Service Scripts Customer emotions Call Center 91

aircall

FEBRUARY 21, 2018

Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. This all-too-prevalent mental state occurs when none of the things a person can realistically do appeal to them.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

Comm100

DECEMBER 16, 2024

This not only saves time for customers but also allows support teams to focus on more complicated issues that require a personal touch. When a customer has a problem, these systems automatically categorize and assign their request to the right person or department. Automation also includes tools like ticketing systems.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Encourage agents to step into the customers shoes.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Encourage agents to step into the customers shoes.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Toister Performance Solutions

JUNE 1, 2017

per person , per month, and discounts are available for teams of 5 or more. Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Hold it in-person if possible, or via Skype or web-conference if your team is remote.

Customer emotions 62

Customer emotions Consulting Consulting Personalization 62

Fonolo

SEPTEMBER 30, 2022

Something people don’t often think about is how much time and effort is spent managing customer emotions. Add hold time to the mix , and your agents may find themselves locked in a conversation with an irate customer. Play a short voicemail message left by a customer, and have agents practice active listening.

Call Center 81

Call Center Scripts Contact Center Gamification 81

aircall

FEBRUARY 21, 2018

Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. This all-too-prevalent mental state occurs when none of the things a person can realistically do appeal to them.

Customer Service 48

Customer Service Scripts Customer emotions Personalization 48

Toister Performance Solutions

OCTOBER 22, 2019

You might be surprised at my advice—I won't tell you to not take it personally. A person berating you over a service failure you didn't cause or demeaning you because of this insane idea that customers are superior to the people serving them is personal. But let’s not pretend it’s not personal, or that we’re not human.

Advertising 54

Advertising Technical Support Personalization Customer emotions 54

Beyond Philosophy

JUNE 13, 2024

Figure 1 The 20 Emotions That Drive or Destroy Value I have covered individual emotions before, so I won’t get into the details here. However, this graphic demonstrates that being specific about customer emotions is essential. Thinking about customer emotions as “positive” or “negative” isn’t enough.

Customer Experience 293

Customer Experience Customer emotions Management Accountability 293

SmartKarrot

APRIL 19, 2021

Empathy is powerful- not only in business but even personally. Empathy means understanding another person’s experience from their perspective. When a business becomes empathetic for customers, they produce products that will help alleviate their concerns. The empathy map will help you-.

SaaS 11

SaaS Customer centricity Customer emotions Education 11

SmartKarrot

MAY 6, 2022

Customer journey maps are an ideal way to handle the complexities of the customer journey. Through this exercise, firms can put themselves in their customers’ shoes and see their business through the customers’ eyes. This helps a brand understand the customers’ pain points better and thus strategize its approach.

Journey mapping 10

Journey mapping B2B B2C Advertising 10

24-7 InTouch

APRIL 25, 2025

Global contact centers face the challenge of equipping experts with the right skills, knowledge, and adaptability to handle diverse customer needs effectively. Traditional training methods, while valuable, often fall short in delivering real-time, personalized feedback at scale.

Customer Service 52

Customer Service Customer emotions Coaching Feedback 52