Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

VocalCom

JULY 2, 2020

It is therefore essential for customer service teams to show empathy towards customers. Super-agents’ will have the power to shape their customer emotions: nearly half of customers had their emotional state change from negative to positive following their last interaction with a brand.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Eptica

FEBRUARY 6, 2019

This provides a qualitative picture of what’s happening at any one time, and in particular helps you understand customer emotion , even within digital channels and across millions of messages. Across every industry and country, change is now the only constant. At the same time competition is increasing continuously.

Automotive 73

Automotive Best practices Banking Customer emotions 73