Consulting Customer emotions Sales Study 
Beyond Philosophy
MAY 9, 2016
I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.
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. For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. What is a CX Data Platform?
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Beyond Philosophy
NOVEMBER 28, 2016
There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. To build on this statement, let’s begin by looking at the results of satisfaction on downstream customer action.
Beyond Philosophy
NOVEMBER 10, 2014
So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Your existing customers are far easier to upsell.
Beyond Philosophy
NOVEMBER 4, 2014
This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. The jam study took place in a gourmet market in California. Wine stores play music to put their customers in a happy and relaxed mood. The researchers had set up in the store a free sample table of Wilkin & Sons jams.
Beyond Philosophy
DECEMBER 22, 2015
As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.
Beyond Philosophy
FEBRUARY 1, 2016
Have you ever left a retail store after a sales associate approached you for the third time to tell you about a special offer? Getting Customers to Respond. How does this help you nudge customers toward the behavior you want? Let’s look at customer interactions. Halpern cited a study of applicants at a job center.
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