Customer emotions How To Journey mapping 
Beyond Philosophy
DECEMBER 11, 2020
Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Define which emotions drive the most value for you. Measure the specific emotions across the customer journey.
ShepHyken
OCTOBER 6, 2022
This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?
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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?
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.
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? Taking Journey Mapping to the Next Level.
Beyond Philosophy
AUGUST 1, 2019
It starts with understanding the customer journey and how they feel during the different moments of their experience. We enable this understanding through behavioral Journey Mapping , which we have discussed in the past. We added emotions for a couple of reasons, but one of them has to do with my wife.
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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