Beyond Philosophy

NOVEMBER 18, 2014

Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization. How Can You Tell How Customer Centric Your Marketing Channel Strategy is? How is your organization oriented: around the Customer or your product?

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Customer centricity Customer emotions Customer retention Consulting 322

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

SEPTEMBER 6, 2018

You probably heard some scarcity messages today using scarcity as a strategy, like commercials or ads that include the words, ‘for a limited time’ or ‘while supplies last’. Positioning your product to help customers be as competitive as possible is the best way to get them to want your product or service. appeared first on.

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Marketing Transportation Customer emotions Consulting 53

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. How to Make or Break Your Customer Experience.

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Customer centricity Customer emotions Consulting Consulting 419

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? So, I encourage everyone to test the emotional experience as the first step.

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Customer emotions Journey mapping Technology Marketing 174

TeleDirect

MARCH 14, 2025

5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important.

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Multi-channel support Call Center outsourcing Best practices 62

Beyond Philosophy

NOVEMBER 3, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Marketing Transportation Customer emotions Customer centricity 220

Beyond Philosophy

FEBRUARY 5, 2015

Seven key customer experience questions. Often overlooked: the emotional and subconscious experience. Concepts of customer experience psychology. Setting the customer experience strategy and designing programs. Becoming customer-centric: moving from naïve to natural, reactive to obsessive.

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Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. In essence, this strategy was the sales team’s response to managing too many accounts at one time. Rule #2: Recognize that customer emotions apply. . Simplify it by communicating the strategy instead of the tactics.

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Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It starts with understanding the customer journey and how they feel during the different moments of their experience.

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Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

OCTOBER 6, 2014

We find that the Customer Experience is highly influenced by the following nine orientation areas: Each of these areas has a Customer-centricity level, which may be different from one another. For example, you might have excellent people that are Enlightened, but a Customer Strategy that is Naïve.,

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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 21, 2016

A customer’s perception of value drives customer loyalty and retention. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture. At our consultancy, Beyond Philosophy, we have consistently found that customers’ emotional experience is the biggest driver of long-term value.

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Consulting Consulting Customer emotions Customer Experience 0

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. Please share your experiences in the comments below.

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

DECEMBER 7, 2016

It would be wise to review these three elements in your employee engagement strategy. We have a wide range of resources – ranging from learning the CX Essentials to the T ools for a customer centricity assessment. How to Measure Customer Emotions. Opportunity for career growth.

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Consulting Consulting Customer centricity Customer emotions 418

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. This tool facilitates collaboration and strategy formation based on meaningful data.

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Customer emotions Marketing Customer Experience Management 221

Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. Now let me take a step back.

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Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

MAY 8, 2019

You should identify the specific emotion you’re trying to evoke in your customers that drives value. I recommend you start by looking at these 20 emotions we’ve gone through today. Then, set as a strategy evoking this emotion in the things you do as an organization. Finally, you measure it.

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Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

OCTOBER 28, 2014

Since mobility is no longer considered an optional upgrade, Customer-centric companies understand that mobile access and usability is a key business strategy. Systems are a critical part of Customer Experience because they are the actions in your experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer centricity Scripts Customer emotions 300

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Elements of a consistent customer experience strategy.

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Customer Experience Self service Banking Analytics 150

Interaction Metrics

MARCH 27, 2025

If youre ready to genuinely listen to your customers and turn their insights into lasting loyalty, contact us to learn more about how surveys built with our key principles in mind boost your customer retention. For specific strategies you can use, keep reading. Tiered Rewards: Customers earn status as they make more purchases.

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Customer retention Metrics Surveys Advertising 62

Beyond Philosophy

OCTOBER 2, 2017

Blaming Others is Not a Winning Strategy. This is a classic example of companies blaming other people for their own failure to focus on what customers want. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

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Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

JULY 6, 2016

However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment. Furthermore, the ability to get customer information is hampered in China in ways it isn’t in the West. How to Measure Customer Emotions.

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Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

NOVEMBER 15, 2017

Transactional believe that the customer is important, just not as important as the organization is. Enlightened organizations recognize the significance of customer emotions evoked by their experience, and although they may not have achieved much difference from a Transactional company’s experience yet, the mindset is different.

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Customer centricity Journey mapping Consulting Consulting 313

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.

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Best practices Contact Center Management Call Center 52

Beyond Philosophy

MAY 17, 2017

Despite this fact, the same study revealed that nearly 90% of respondents believe that an integrated CX Data Management solution would improve their CX strategy and personalized experience goals. The foundation of both of these elusive concepts is in grasping the emotional experience. It is still all about emotions.

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Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

JULY 11, 2020

It is a foundational element of your entire Customer Experience strategy. For all of these reasons, it is essential to have a plan for making customer memories that drive value for your organization. Define what you want a customer to remember. First, choose what you want the customer to remember.

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Management Customer emotions Consulting Consulting 351

Beyond Philosophy

MARCH 7, 2016

We at Beyond Philosophy spent over two years conducting research with the London Business School to develop the world’s largest database of customer emotions and touchpoints, which we call the “Emotional Signature” database. And sometimes, that strategy involves humor. Humor Doesn’t Always Work. Humor Doesn’t Always Work.

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Advertising Consulting Consulting Customer emotions 278

Beyond Philosophy

FEBRUARY 3, 2015

Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? Of course, these examples are about the subconscious experience as none of these things make sense. Regardless, the article statistically shows that they had an effect.

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Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

JUNE 27, 2019

As many of our transactions move online, organizations need to evaluate their digital customers’ emotions and use this as a basis for designing an experience that nurtures the positive feelings that will increase loyalty and long-term value.

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Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. We work with our clients’ Customer Experience team to design a Customer Experience program we want, complete with detailed customer emotion outcome goals but after we roll it out, the customer-facing team carries on as usual, doing what they always do.

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Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

OCTOBER 15, 2020

In other words, understanding in depth how customer emotions work in experiences, creating a deliberate strategy that appeals to customer emotions, and then implementing them consistently is critical. However, Carbone says that intentional design is critical to experience management.

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Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

JULY 2, 2020

Review your strategy. What nudges to customer journeys do you have that reflect the new normal and the new emotions people have during it. (Hint: If you aren’t sure, this is a great time to do new research; any recent research isn’t applicable.). Determine if there is a further segmentation.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

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.

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Call Center Customer Service Healthcare CRM 126

Beyond Philosophy

MARCH 15, 2019

This episode of The Intuitive Customer explores customer irrationality. We talk about what we mean by it, how it changes our perception of an experience, and what organizations can do to design Customer Experience strategies that work with irrationality. <!–more–> That is where the disconnect occurs.

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CRM B2B Customer emotions Consulting 281

Beyond Philosophy

AUGUST 16, 2024

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby , CEO of Alignment Growth Strategies , shares insights on leveraging AI to build customer relationships effectively. Customers must feel seen, heard, and valued to build trust and loyalty.

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Scripts Customer emotions Education Personalization 195