Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools. Tool #2: Ethnographers.

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Beyond Philosophy

OCTOBER 25, 2019

However, too many organizations do not get specific enough about customer emotions. They are content with determining whether the customers feel positive or negative about their experience or whether the customer’s assessment was good or bad. That is ridiculous. Only a fool wouldn’t measure their results.

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Customer emotions Consulting Consulting Customer Experience 250

Beyond Philosophy

APRIL 20, 2016

Boone Pickens , Founder, Chairman and CEO at BP Capital and TBP Investments Management. The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Giving Away Over $1 Billion ” — T.

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Customer emotions Metrics Consulting Consulting 282

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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Beyond Philosophy

MAY 28, 2021

They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

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Beyond Philosophy

JUNE 25, 2020

Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. There are two essential aspects of practicality about managing these customer memories. Managing memories has two parts.

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Management Entertainment Consulting Consulting 472

Beyond Philosophy

MARCH 1, 2024

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. The twenty emotions, ranging from joy to frustration, that drive or destroy value for organizations.

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Customer emotions Surveys Customer Experience Management 221

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Emotions create memories. What Are The Five Rules?

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Beyond Philosophy

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience. To find out a Customer’s expectations you must ask them! NO, YOU DON’T.

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Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. Moving the needle toward that increase in value is what emotions do.

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Customer emotions Construction Surveys Finance 195

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I would love to read below in the comments of the irrational things that you do in your day-to-day life. Please click here to learn more. appeared first on Beyond Philosophy.

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Beyond Philosophy

MAY 15, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business.

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Beyond Philosophy

APRIL 20, 2016

Boone Pickens , Founder, Chairman and CEO at BP Capital and TBP Investments Management. The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Giving Away Over $1 Billion ” — T.

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Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

FEBRUARY 5, 2015

We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management.

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Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 6, 2014

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. It is also the part that never ends, as the activities needed to achieve the proper emotional experience often evolve as the business, and the competitive landscape does.

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Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

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Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 6, 2014

They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? What emotions does your current experience evoke from your Customers? Why or why not?

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Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience.

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Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

DECEMBER 22, 2014

Blogs Customer Experience Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors customer research employee engagement' (..)

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

FEBRUARY 2, 2015

Blogs Market Research CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience management customer experiences Emotional Experience Employee Experience experts insights Moment Mapping Patient (..)

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Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

JANUARY 28, 2015

Be sure to ask your manager how you are doing and what you can improve at each month’s end. Ask your manager how long your lunch break is. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level.

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Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

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Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience Management (..)

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Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

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Customer Experience Customer centricity Customer emotions Employee engagement 295

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

NOVEMBER 4, 2014

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Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

OCTOBER 26, 2016

The key is to manage customers’ expectations and then exceed them. But if malls don’t pay attention to their customers’ emotional and subconscious experiences, those internet-proof tenants aren’t going to save them. As a customer, what do you think about a mall with nontraditional tenants? Good idea or bad?

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Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

NOVEMBER 19, 2014

Blogs Social Media CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Net Promoter (..)

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Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

JANUARY 23, 2015

Blogs Leadership CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer experience books customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction customer (..)

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 21, 2016

Mahajan argues that an executive’s role is to create value, rather than just to be a good administrator or an efficient manager. Many executives are so comfortable in fulfilling their functional roles that they forget that creating Value will take them ahead, enhance their business objectives and profits, and make their customers happier.

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Consulting Consulting Customer emotions Customer Experience 0

Beyond Philosophy

NOVEMBER 9, 2016

Once you have taken these steps, employ your best change management skills. Their experience needs to provide them the right opportunity to do what you need to with customers to achieve the desired outcome. How to Measure Customer Emotions. 3 Critical Change Management Steps. Incent the behavior you want.

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Customer emotions Education Consulting Consulting 414

Enghouse Interactive

JULY 23, 2021

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today. This is a small but vital difference. How does it End?

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Customer emotions Management Consulting Consulting 98

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

JUNE 7, 2024

Today’s discussion highlights why understanding the customer’s mood and managing customer emotions helps you achieve your desired experience outcomes. It also identifies twenty emotions driving or undermining value, stressing the necessity of specificity in emotional goals.

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Customer emotions Management Customer Experience 221

Beyond Philosophy

OCTOBER 15, 2020

As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind. It happens at a primitive and emotional level.

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Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

JANUARY 12, 2015

At each stage of a customer’s life, the researcher needs tools that will help interpret the meaning of emotions like anticipation, at the prospect and initial purchase phase of the customer life cycle, and joy or anger, once the purchase or service experience has been completed.

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Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

DECEMBER 7, 2016

Good relationship with senior management. 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.

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Consulting Consulting Customer centricity Customer emotions 418