Customer emotions Feedback Personalization 
Beyond Philosophy
MARCH 7, 2019
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.
Beyond Philosophy
JANUARY 28, 2015
Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. Request feedback. I would argue you should never be this person whether it’s your first 90 days or not! I had to fire a person whose default was “Yes!” Find the balance.
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Beyond Philosophy
MAY 17, 2017
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. The personalized experience presented does not provide value.
Beyond Philosophy
JULY 13, 2016
On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. Q: Is Personalization imperative for Customer Experience. How to Measure Customer Emotions.
Beyond Philosophy
JULY 13, 2023
Imagine that the person feeding all the information into the AI is a Flat Earther. It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data. Now let me take a step back.
Beyond Philosophy
AUGUST 12, 2015
In other words, the emotions that you feel are not as unique and are more comparable than you probably thought. What the Study Discovered about Emotions. The study claims that even though your emotions are personal and unique to you, our brains interpret the signals in a similar way.
Beyond Philosophy
NOVEMBER 28, 2016
Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. and making a true emotional connection. There’s little doubt that engaged customers can, and do, help shape the brand.
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