Beyond Philosophy

OCTOBER 15, 2015

It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. We normally establish how an organization is performing against a benched market research called Emotional Signature. How are companies blowing it? Of the U.K.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

MARCH 4, 2019

Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.

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Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

MARCH 13, 2021

Here are some highlights of the discussion: 01:53 Colin explains why Valued and Cared For are such important emotions regarding Customer Experiences. 05:42 Colin uses Ryan’s life experiences to demonstrate how you find the specific actions that evoke emotions for people by examining your own. Complete this short survey.

Journey mapping 282

Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

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Metrics Finance Surveys Consulting 312

Beyond Philosophy

MAY 17, 2017

Others help you survey customers based on location and industry or even product purchased. Whether software- or cloud-based, CX Data Management is designed to give organizations quick access to customer data in real time. It is still all about emotions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

AUGUST 10, 2016

In other words, the Customer Experience matters here more than it did even a couple of years ago. A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. Are you ready?

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Wireless Self service Surveys Consulting 265

Beyond Philosophy

JUNE 27, 2019

But how do you assess emotions and design a customer experience in the digital space? You never see your customers face to face, nor do you have a chance to chat with them. Surveys aren’t a reliable source because customers often won’t tell you what they really think.

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Airlines Customer emotions Accountability Consulting 345

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. Surveys tend to be a popular way to get feedback from customers.

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Customer emotions Consulting Consulting Customer Experience 327

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? Source: Gartner.

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Journey mapping Customer emotions Customer effort B2C 183

Beyond Philosophy

OCTOBER 2, 2017

When you accept this idea, you can design your experience to evoke customer emotions that drive that irrational behavior into what is valuable for your organization’s bottom line.

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Customer Experience Customer emotions Consulting Consulting 573

Beyond Philosophy

MAY 15, 2021

In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply. Manage different customers differently. Key Ideas to Improve your Customer Experience.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

JULY 6, 2016

These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

DECEMBER 10, 2015

Whatever form it takes, the recap should include a quick summary emphasizing the high points of the interaction and how the experience met the Customer’s needs or that the problem was solved to the Customer’s Satisfaction. It’s even better for forming memories if the Customer does the recap. Customers’ Emotions Are Predictable.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Unified Feedback Analysis (Emerging but Promising) AI is making it possible to consolidate feedback from diverse sources, including surveys, social reviews, and operational data.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

Beyond Philosophy

OCTOBER 15, 2022

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. Complete this short survey. Customer Experience Information & Resources.

Journey mapping 195

Journey mapping Customer emotions Consulting Consulting 195

Beyond Philosophy

JANUARY 28, 2019

You could alienate some parts of your customer base. . Measure customer emotions, but in real time with facial recognition. Facial recognition technology opens up a new area of understanding how your customer feels. Previously, we could just ask customers how they felt.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

JANUARY 30, 2021

One challenge is that you cannot see how your digital experience affects customers because you aren’t there. However, as we covered in a different podcast about measuring customer emotions , there are ways to gather this data. Complete this short survey. Customer Experience Information & Resources.

Customer emotions 195

Customer emotions Consulting Consulting Engineering 195

Beyond Philosophy

JUNE 20, 2015

A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

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B2C B2B Metrics Entertainment 257

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. By 2005, I had undertaken research to determine the 20 emotions that drive or destroy value , to prove that incorporating customer emotions into experiences provides an ROI.

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Customer Experience Consulting Consulting Customer emotions 195

CSM Magazine

JANUARY 6, 2025

For instance, if a customer complains about a malfunctioning device, a support representative might say: I understand how you feel. This formula not only validates the customers emotions but also builds a relatable connection. Apple consistently ranks high in customer satisfaction surveys. The result?

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

Maru Group

APRIL 3, 2025

To fully grasp how customers are interacting with brands, businesses must understand the emotional drivers behind their behaviours. Understanding your customers emotions As UK consumers adapt their behaviour in response to rising costs and global uncertainty, brands must evolve alongside them.

Customer emotions 52

Customer emotions Finance Marketing Consulting 52

CSM Magazine

NOVEMBER 12, 2024

For many people, applying for a loan is often a last-resort decision, and your customers’ emotions are likely to be heightened. Your customers will feel informed and less uncertain when you set clear expectations about things like repayment timelines and required documentation.

Customer Service 52

Customer Service Education Feedback Customer emotions 52

Beyond Philosophy

OCTOBER 27, 2022

However, they weren’t measuring customer emotions. The improvement you make should be in areas that customers value the most. Providing those things will show in any metric you measure, from NPS to revenue to customer emotions. Finding what those things are is always tied to emotions.

Customer centricity 39

Customer centricity Metrics Customer emotions Consulting 39

Beyond Philosophy

APRIL 30, 2015

New survey results from Colloquy confirms the disenchantment with loyalty programs, reporting that 54% of Americans are not satisfied with the reward offerings of their loyalty programs. Another study from statista.com indicated that the percentage rose to 42% in lower income groups but only to 37% in higher income brackets.

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Surveys Customer Experience Customer emotions Customer centricity 294

Interaction Metrics

MARCH 13, 2025

Sentiment analysis is useful for capturing the emotional tone of customer interactions across various channels, including: Online reviews: Platforms like Yelp and Google Reviews reveal emotional trends in customer comments. Sentiment analysis data alone doesn’t improve the customer experience.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Unlike the typical survey approach, our surveys are built on three key principles: reciprocity, real listening, and scientific rigor.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Beyond Philosophy

JULY 28, 2015

When we picked up the car the salesman acknowledged we had issues but asked that we still gave him a high Customer satisfaction score as this is what he was bonused on it. When the survey came through I marked it honestly. He was clearly gaming the system. Some parts good, some parts very poor. What happened next was amazing.

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Finance Advertising Sales Surveys 299

Customers That Stick

DECEMBER 15, 2014

If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea. See what other customer emotions linger.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Toister Performance Solutions

OCTOBER 8, 2020

The experiments showed that saying "thank you" instead of "I'm sorry" when a customer experiences a delay or another minor service failure can increase customer satisfaction and improve survey participation rates. Far more guests completed the survey when they were thanked.

Advertising 112

Advertising Surveys Customer emotions Wait times 112

ProProfs Blog

MARCH 18, 2020

Practically speaking, this metric quantifies your customers’ emotional attachment to the product or service they’re buying from you, and therefore, their willingness to spread the word about it as well as remain loyal customers. . Customer Satisfaction Score. Create an adequate survey that reflects your goals.

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Surveys Metrics Feedback Best practices 145

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Even video is emerging on the customer-feedback scene. Traditional surveys take on a diminished role.

Surveys 59

Surveys Chief Customer Officer Feedback Customer emotions 59

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.

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Customer emotions CRM Feedback Analytics 83

TechSee

MAY 19, 2021

Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.

Technology 159

Technology Customer Service Technical Support Self service 159

TechSee

APRIL 24, 2018

In addition, a positive unboxing process has been proven to engage customers emotionally and enhance the overall customer experience (CX). Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Unboxing goes visual.

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Self service Call Center Surveys Customer emotions 116

Toister Performance Solutions

AUGUST 26, 2021

I stumbled on this on by accident while analyzing survey results for a client. When a customer mentioned an employee by name in the survey comments, the survey was 60 percent more likely to be positive. Look at the difference when a survey mentions an employee by name in the comments, versus surveys that do not.

Customer Service 82

Customer Service Technical Support Customer emotions Airlines 82

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Hodusoft

DECEMBER 11, 2024

A study conducted by Emplifi found that almost 50 percent of American customers switched from one company to another after just one bad CX. This survey by Emplifi found that 86 percent of customers said that they will leave their favorite brand after only two to three bad CX. For contemporary organizations, CX is everything!

Personalization 52

Personalization Contact center software Metrics Customer retention 52