Beyond Philosophy

APRIL 20, 2016

The NEV can help you see what’s happening in your Customer Experience at an emotional level, and how to make it the competitive differentiator that you need it to be. Don’t you think it’s time you knew what is going on in your Customer Experience? However, unless you measure your progress, you won’t know if you are.

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Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

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Beyond Philosophy

MARCH 1, 2024

It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face. So, she asked us—and we were glad to tell her.

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Customer emotions Surveys Customer Experience Management 221

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless unless you know how to use this information to improve your business outcome. The Emotional Signature® helps you find the answer.

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Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

APRIL 20, 2016

The NEV can help you see what’s happening in your Customer Experience at an emotional level, and how to make it the competitive differentiator that you need it to be. Don’t you think it’s time you knew what is going on in your Customer Experience? However, unless you measure your progress, you won’t know if you are.

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Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. How can we help?

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Customer emotions Journey mapping Management Consulting 195

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

JULY 13, 2023

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. Social media Data support Ticket data Customer satisfaction metrics. Now let me take a step back. Speak to Colin and find out more.

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Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

MARCH 7, 2024

This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line.

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Customer emotions Construction Surveys Finance 195

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

AUGUST 31, 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. Getting the outcome you want requires educating people on how to get those results.

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Customer emotions Education Consulting Consulting 279

Beyond Philosophy

MARCH 29, 2016

In a retail or customer service setting, there may be several keys to creating those genuine smiles. Another is to provide training in how to project a genuine smile – perhaps by visualizing pleasant or funny things while interacting with customers. Customers Emotions Are Predictable.

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Consulting Consulting Advertising Scripts 283

Beyond Philosophy

NOVEMBER 24, 2014

They know how quickly they want a delivery, how much people are willing to pay for their product, and what features it needs to have. What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. How to Make or Break Your Customer Experience.

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Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. In my experience, many organizations fail to evoke a specific customer emotion. The bottom line is this.

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Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

FEBRUARY 9, 2024

Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. Numerous organizations struggle with eliciting specific emotions in their customers. So, this episode gives them to him. Bob isn’t alone.

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Customer emotions Sales Technology Customer Experience 221

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience? Customers are Irrational: Stop Fighting It.

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Customer emotions Journey mapping Customer centricity Customer retention 417

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? I have no idea how to write a line of code! My background is in business and marketing.

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Customer emotions Journey mapping Technology Marketing 174

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The importance of uncovering hidden customer motivations for effective business strategies.

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Customer emotions Marketing Customer Experience Management 221

TeleDirect

JANUARY 17, 2025

Customer Service Skills: How to Handle Difficult Calls from Customers When working at the top call centers in the US , handling difficult calls from customers effectively is one of the most critical skills an agent can master. Use empathetic statements like, I understand how frustrating this must be for you.

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Customer Service Call Center Average Handle Time Customer emotions 71

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

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Marketing Customer emotions Employee engagement Customer centricity 418

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.

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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

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Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

DECEMBER 22, 2014

If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Are You Deliberate with Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. If you would like to follow Beyond Philosophy click here.

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

MARCH 1, 2019

Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions. Those that do measure customer emotions don’t think about how they will use it. To measure customer emotions, you need the proper tools to do a job.

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Customer emotions Consulting Consulting Customer centricity 246

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. Getting the outcome you want requires educating people on how to get those results.

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Customer emotions Education Consulting Consulting 414

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. We would be glad to hear from you and help you with your challenges.

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Customer emotions Marketing Personalization Sales 195

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.

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Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

MARCH 13, 2021

Train your people on how to evoke these emotions. It is critical that you teach people how to carry out these actions appropriately. However, with a little training, many people can learn how to do it well. 18:33 Colin reflects on his personal experience to demonstrate how you train teams to recognize customer emotions.

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Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

DECEMBER 7, 2016

We have a wide range of resources – ranging from learning the CX Essentials to the T ools for a customer centricity assessment. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. How to Measure Customer Emotions.

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Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works. So what can the rest of businesses learn from them?

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Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

NOVEMBER 18, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. I would be interested to hear your insight in the comments below. Putting the Power of Your People to Work.

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Beyond Philosophy

NOVEMBER 16, 2016

We have a wide range of resources – ranging from learning the CX Essentials to the tools for a customer centricity assessment. If you enjoyed this post, you might be interested in the following blogs: · The Secret to Rewarding Customer Loyalty. · How to Measure Customer Emotions. · Are You Inside-Out or Outside-In?

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Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

JULY 18, 2016

In our customer experience consultancy, we have learned that emotions drive much of a customer’s behavior. Every company has its own emotional signature – a unique blend of customer emotions that can increase or destroy long-term value. How to Win Customers’ Trust Without Spending a Dime.

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Personalization Customer emotions Advertising Consulting 284

TMP Direct

JANUARY 20, 2025

Five effective ways to add a personal touch are: Train agents to actively listen, focusing on customer concerns. Encourage empathy to ensure agents truly understand customer emotions. Use customer history to personalize interactions and anticipate needs. Empower agents to proactively solve issues before they arise.

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Customer Care Personalization Customer emotions Technology 52

Outsource Consultants

MARCH 17, 2025

Empathy and Emotional Intelligence Empathy transforms good agents into great ones. Filipino call center professionals often excel in this area, showing a genuine understanding of customer emotions and responding with appropriate care and concern.

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Call Center outsourcing Education Consulting 67

Beyond Philosophy

NOVEMBER 7, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59!

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Transportation Customer emotions Coaching Employee engagement 419