Beyond Philosophy

MAY 8, 2019

From our research that we did with London Business School, these emotions drive short-term spend. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It contains emotions that affect trust, so people feel valued, cared for, safe, and focused.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

JUNE 27, 2019

Less than one percent of data held by organizations relates to the way a customer feels. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. At the low end is the destroying cluster—negative emotions like frustration, anger and feeling neglected.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

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.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

TeleDirect

JANUARY 15, 2025

What Is Empathy in Customer Service? In the context of customer service, it involves recognizing a customers emotions, acknowledging their concerns, and responding in a way that demonstrates understanding and care. Empathy is the ability to understand and share the feelings of another person.

Call Center 126

Call Center Customer Service Healthcare CRM 126

Beyond Philosophy

AUGUST 30, 2018

Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

Beyond Philosophy

JULY 17, 2017

First, it recognizes what our research has consistently shown: that a customer’s experience is based largely on emotional factors, not on rational elements like price. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

AUGUST 31, 2016

The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom. This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. How to Measure Customer Emotions. 3 Critical Change Management Steps.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Interaction Metrics

MARCH 13, 2025

If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action. That’s where Interaction Metrics steps in.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. In other words, metrics do not tell the whole story. What Metrics Are Important for Exceptional Customer Service?

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

Beyond Philosophy

OCTOBER 27, 2022

With the Evaluability Heuristic, we view a complex decision and make it simpler by using a metric that is easy to evaluate. One of the impediments to progress was their current scores were very high in the metrics they used to measure performance. However, they weren’t measuring customer emotions.

Customer centricity 39

Customer centricity Metrics Customer emotions Consulting 39

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. Another cultural signal I always like to check is where Customer Experience falls on the meeting agenda. If it is at the end, then that tells me a lot.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Interaction Metrics

MARCH 27, 2025

You can measure retention easily by measuring your customer retention rate as a percentage. This number shows how many customers stayed with you over a given period of time. The more personal you get (without being creepy, of course), the stronger your customers emotional connection becomes. Lets dive in!

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Beyond Philosophy

NOVEMBER 27, 2020

While there have been improvements in common metrics this year, the movements have not been significant. When added to an overall stagnation of the Customer Experience movement, digital transformation does not deliver the results that firms expected. These projects came with a collective price tag of around $900 billion.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

JULY 5, 2015

Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

MAY 23, 2024

This could have been more efficient for both employees and customers, and it is likely that senior management would never have known it was happening. Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

Hodusoft

DECEMBER 11, 2024

Data released by ServiceNow India CX Intelligence Report 2024 finds 44 percent of respondents believe that a lack of ownership and responsibility between departments is a major reason for customer service delays. Metrics and insights, of any kind are important. And those that have don’t take action based on the metrics programs.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

Beyond Philosophy

NOVEMBER 8, 2017

Customer satisfaction is a lot like Maximus. Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. Entering the arena, Commodus dejectedly says to Maximus: “What am I going to do with you?

Consulting 150

Consulting Consulting B2B Metrics 150

CX Journey

MAY 31, 2016

Image courtesy of GawdZilla Are you customers emotional about your brand? Emotion is the big buzzword in customer experience right now; it's all the rage. Here's what some customer experience folks are saying about it. Temkin Group proclaimed 2016 The Year of Emotion. We call them “emotional motivators.”

Customer emotions 38

Customer emotions Customer Experience Metrics Accountability 38

Quiq

DECEMBER 8, 2021

The beginning of the year is a great time to start tracking your customer success metrics. Measuring how happy your customers are with your service and how likely they are to return is a great predictor of overall business success. Use success metrics to: Gauge the success of new initiatives. Predict customer loyalty.

Metrics 52

Metrics Surveys Chatbots Best practices 52

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics. Published on: July 25, 2018.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

ProProfs Blog

MARCH 18, 2020

Generally speaking, customer satisfaction represents the way your customers feel about your brand. . Accordingly, customer satisfaction metrics are important business assets that show how happy your customers are with the products or services that you provide. . Key Benefits of Measuring Customer Satisfaction.

Surveys 145

Surveys Metrics Feedback Best practices 145

CSM Magazine

JANUARY 3, 2025

Sentiment analysis helps in understanding customer emotions, while automation ensures swift handling of repetitive tasks. Einsteins integration with Salesforces CRM platform ensures that all customer data is centralized and easily accessible.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? So why should you care?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Calabrio

MARCH 5, 2025

Sentiment Analysis: Determining customer emotions and attitudes expressed in text and voice interactions. Topic Modeling: Identifying recurring themes and topics within customer conversations. Trend Identification: Spotting patterns in customer behavior and preferences. GreenPath Financial Wellness had the same issue.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. Track all of the important call center metrics. Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Beyond Philosophy

JUNE 1, 2015

In 2010, Southwest Airlines revamped its loyalty program to make rewards more proportional to ticket price; and this has better targeted the most profitable customers as well as enabled the airline to adopt a loyalty behavior metric that is closely tied to actual revenue generation.

Airlines 210

Airlines Entertainment Consulting Consulting 210

TechSee

AUGUST 26, 2020

With MX, companies recognize that employees have a wealth of customer service knowledge and will benefit from greater independence in managing each customer interaction to the best of their ability. Less emphasis is placed on efficiency metrics such as AHT. Predict the future.

Self service 124

Self service Customer effort Multichannel Metrics 124

Customers That Stick

DECEMBER 15, 2014

The Longest Lasting Emotions in Customer Experience – Research shows when you make your customers sad, they remember for a long time. See what other customer emotions linger. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Balto

MARCH 3, 2025

Smart routing systems direct calls to the most qualified agents based on skills, availability, and past performance metrics. Smart routing systems match customers with the most qualified agents based on their specific needs and history. This targeted approach cuts down on transfers and reduces customer frustration.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Win the Customer

DECEMBER 18, 2015

Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction. Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art.

Call Center 93

Call Center call center workforce Metrics Customer emotions 93

Fonolo

JANUARY 12, 2023

With an AI boost, predictive call routing can help personalize a customer’s experience by considering the customer’s call history, communication style, and even personality and matching them with an agent best suited to their needs. .

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

ProProfs Blog

AUGUST 28, 2019

While customer satisfaction and increased customer engagement are worthy goals, the path to attaining these is by crafting a strong emotional connection with the customers. Importance of Customer Emotions. Managing Customer Emotions in a Data-Driven World. Create Target Customer Personas.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83

TechSee

FEBRUARY 2, 2022

They can also deliver efficiencies to call center staff like Computer Telephony Integration (CTI) and Customer Relationship Management (CRM) solutions that manage customer and business data. Emotion Analytics. Machine learning can be trained to recognize the embedded emotions in language and determine the customer’s mood.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

CX Global Media

APRIL 10, 2017

Are you deploying emotional connection based strategies into your customer interactions ( start including emotions in your design )? Emotion Wins Every time. Then you’re in deep jeopardy.

Sales 120

Sales Contact Center Customer effort Call Center 120

PeopleMetrics

AUGUST 6, 2014

In addition to handing twenty dollars to everyone who came to specific Canadian locations and depositing the same amount to online banking customers, last week TD transformed their normal ATMs into Automated Thanking Machines for 12 very lucky customers. Community institutions received a NPS of 46, whereas national banks scored only 9.

Banking 94

Banking Customer advocacy Customer emotions Personalization 94

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. And if you can measure it, you can improve it.

Best practices 52

Best practices Contact Center Management Call Center 52