Remove Customer emotions Remove Journey mapping Remove Training
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The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

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.

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The 5 Rules for Measuring and Managing Customer Emotions

Beyond Philosophy

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. Click here to learn more.

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Exposed: The 7 Questions Everyone Should Be Asking

Beyond Philosophy

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customersemotional 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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Why Most Customer Experience Programs Fail

Beyond Philosophy

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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5 Rules For Making Customers Feeling ‘Cared For’ And ‘Valued’

Beyond Philosophy

Train your people on how to evoke these emotions. However, with a little training, many people can learn how to do it well. As in all things Customer Experience, it is paramount that you measure how your changes have yielded value to the bottom line. Some people know naturally; many people don’t.

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5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

Beyond Philosophy

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.

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Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Redesign your Journey Maps. What nudges to customer journeys do you have that reflect the new normal and the new emotions people have during it. Train employees in managing emotional experiences. What are those new strategic objectives that you should be considering or pulling forward from plans?