Beyond Philosophy

NOVEMBER 16, 2016

We have a wide range of resources – ranging from learning the CX Essentials to the tools for a customer centricity assessment. If you enjoyed this post, you might be interested in the following blogs: · The Secret to Rewarding Customer Loyalty. · How to Measure Customer Emotions. · Are You Inside-Out or Outside-In?

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Consulting Consulting Customer centricity Customer emotions 419

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. Feedback and Continuous Improvement: Gather customer feedback to identify areas for improvement.

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Beyond Philosophy

FEBRUARY 9, 2024

Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. Numerous organizations struggle with eliciting specific emotions in their customers. In this episode, we dive deeper into the step-by-step process of evoking specific customer emotions.

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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. It prompts companies to ask what customers are buying and why they are buying it.

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Customer emotions Marketing Customer Experience Management 221

Beyond Philosophy

JANUARY 12, 2015

What is clear in all of this is that consumers behave with a broad range of emotions, usually complex, in their brand and product journeys. The post Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven appeared first on Beyond Philosophy.

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Customer Experience Customer emotions Customer centricity Analytics 305

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

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. Already, 89% of them are investing in the tools and technology to enhance their CX initiatives. The respondents showed that personalization efforts are not what they should be.

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Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

DECEMBER 19, 2016

Buying becomes an intuitive, emotion-based decision, and customers can then use durability and high quality to justify spending extra money to buy Patagonia or King Arthur instead of a less expensive brand. We use tools like customer mirrors and emotional signature to assess the current customer experience and design a better one.

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Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. Inconsistent emotional triggers leave customers feeling confused at best, and apathetic at worst.

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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.

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Customer emotions Education Customer Experience Analytics 359

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. Applying new tools and techniques to understand how experiences make the customer feel is essential.

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Beyond Philosophy

AUGUST 16, 2024

Ali Cudby , CEO of Alignment Growth Strategies , shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple of helpful AI tools Cudby mentions.

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ShepHyken

MAY 18, 2021

The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. They discuss the importance of emotional intelligence in customer service and customer experience. Shep Hyken interviews Robin Hills, Director of Ei4Change.

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Customer emotions Customer Service Sales Personalization 262

Callminer

NOVEMBER 20, 2023

Emotion analytics is just one tool that businesses can use to better understand their customers’ needs. Read this blog to learn the business benefits of detecting customer emotions, FAQs, and more.

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Analytics Customer emotions 182

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. The bottom line is this.

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Customer emotions Call Center Customer Experience Customer Support 221

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.

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TeleDirect

JANUARY 17, 2025

Acknowledge the customers emotions before moving to problem-solving. Emotional Intelligence Emotional intelligence involves recognizing, understanding, and managing your emotions while navigating the customers emotional state. High emotional intelligence helps agents remain calm and composed.

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Customer Service Call Center Average Handle Time Customer emotions 71

Beyond Philosophy

SEPTEMBER 5, 2020

It would be best to find ways to help customers feel less discomfort during their buying decisions. Giving your Customer-Facing team the tools they need to help manage customer emotions to a positive outcome is critical. For example, use humor to recognize the situation and ease the customer’s tension.

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Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

MARCH 29, 2016

The researchers used a commercial facial analysis tool to distinguish “social smiles” made by turning up the corners of the mouth, and “genuine smiles” that engage a wider range of facial muscles. If you enjoyed this post you may want to read: Command Customers’ Attention: The Secrets Uncovered.

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Consulting Consulting Advertising Scripts 283

Beyond Philosophy

MARCH 1, 2017

Customers are not rational at all! After helping hundreds of clients assess their customer experience through tools such as customer mirrors and behavioral journey mapping , I know that emotions drive over half of a customer’s experience. This is hogwash. None of us are, not even business executives.

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Journey mapping Customer emotions Consulting Consulting 288

Beyond Philosophy

DECEMBER 25, 2017

Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone. Who Wins—Brand or Customer Experienc e? Your customers’ emotional and subconscious responses to your brand account for over half of the total Customer Experience.

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Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

MARCH 6, 2017

Instead, we discovered that there are clusters of emotions that can drive a customer in different directions. Our research led us to develop a tool called Emotional Signature that shows how an organization engages emotionally with its customers. The ‘destroying cluster’ lurks at the low end of customer emotions.

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Consulting Consulting Customer emotions Customer Experience 297

Beyond Philosophy

DECEMBER 10, 2015

And because most of what Customers are going to keep are the Peak and the End of the Experience, it’s a good idea to rehearse it at the end. This rehearsal should be designed into your Customer experience. We use our Behavioral Journey Mapping tool to find this moment. Customers’ Emotions Are Predictable.

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Beyond Philosophy

OCTOBER 21, 2014

When you have this type of emotional connection with your employees, your organization can become the most naturally Customer-centric organization, at least in this first area of the nine. Recruit those with the right tools, which includes a high EQ as aptitude and technical skills are not enough.

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Beyond Philosophy

FEBRUARY 1, 2016

When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience. We use a tool called Behavioral Journey Mapping. Have you ever nudged your customers ? 3 Common Ways Customers Make Decisions. Can You Nudge People to Pay? Did it work?

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Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

JANUARY 19, 2019

Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

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Marketing Customer emotions Consulting Consulting 210

Beyond Philosophy

MARCH 15, 2016

What are the emotions that are most important to evoke? Evolved organizations set the dial on purpose , ( https://beyondphilosophy.com/is-your-customer-experience-accidental/ ) constantly adjusting it to achieve the highest positive customer emotions that are practical to deliver (consistently).

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Beyond Philosophy

JANUARY 19, 2019

Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

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Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.

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Customer emotions Marketing Personalization Sales 195

ProProfs Blog

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. Modern marketers and customer success managers leverage in-app feedback tools as they eliminate the need for the users to leave the app for providing valuable feedback. . Source: UserVoice.

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CSM Magazine

FEBRUARY 24, 2025

Customers appreciate quick and effective responses. AI-powered tools create seamless experiences. Reducing Customer Wait Times AI speeds up call handling. Customers appreciate effective problem-solving. AI-powered tools enhance call center performance. Understanding customer emotions enhances service quality.

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First call resolution Wait times Call Center Customer emotions 52

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. This enhances brand reputation, attracts new customers, and fosters customer loyalty in an increasingly competitive market. from 2022 to 2030.

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TeleDirect

MARCH 14, 2025

Schedule Meetings and Support Sessions Smartly Aligning meetings and support sessions with customers time zones improves engagement and accessibility. Best Practices for Scheduling Across Time Zones: Use time zone-friendly scheduling tools like Google Calendar or World Time Buddy. Offer flexible support hours for key customer regions.

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Interaction Metrics

MARCH 13, 2025

Customer satisfaction surveys: Open-ended responses paired with sentiment analysis show why customers gave certain scores. Emails: Sentiment analysis tools scan emails for emotional cues, identifying trends like frustration or satisfaction that might not be explicitly stated, enabling timely customer support interventions.

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Customer Experience Feedback Metrics Customer emotions 62

TMP Direct

JANUARY 20, 2025

By equipping agents with the right tools and training, businesses can deliver a cohesive and personalized experience, no matter the platform. Five effective ways to add a personal touch are: Train agents to actively listen, focusing on customer concerns. Encourage empathy to ensure agents truly understand customer emotions.

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ShepHyken

OCTOBER 23, 2023

There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty.

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CSM Magazine

JANUARY 15, 2025

Building strong customer relationships hinges on one key skill: empathy. Understanding a customers emotions and concerns can transform an average interaction into a memorable experience. This is where AI-powered tools step in, offering innovative ways to sharpen these skills.

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