Beyond Philosophy

JANUARY 23, 2015

Your Customers have behaviors that cost your organization money. An excellent example is those Customers that still want a paper statement. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. Read more about the book and register for the webinar, here.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. It’s natural to want to protect your bottom line at the holidays.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 29, 2014

Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. He gives an example supposing that you just took a job and your yearly salary is $50,000. How is this applicable to Customer Experience? We see it all the time.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

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.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83

Lumoa

FEBRUARY 16, 2023

Increasing customer loyalty. Feedback will reveal what customers want and how you can improve your products or services. This information helps create targeted campaigns that will help increase customer retention rates and build long-term relationships with customers. Thankfully, we’ve got you covered.

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Feedback Best practices Analytics Surveys 94

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. An example cited in the article is Starbucks, which has created its program to reflect the uniqueness of its café experience. Solve Customer and Industry Pain Points.

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Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JULY 28, 2015

When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Brands make promises that should be kept by the people that deliver the experience.

Finance 299

Finance Advertising Sales Surveys 299

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. What is emotion analytics? Angry drivers crash cars.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation. This involves prioritizing customer needs and preferences.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. The second, a B2B example, involves a major business services firm. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.)

B2C 257

B2C B2B Metrics Entertainment 257

Balto

SEPTEMBER 12, 2023

In this guide, we delve into the driving factors behind customer experience evolution, how you can develop a customer-centric culture, make the most out of emerging AI (Artificial Intelligence) tech, and maintain customer trust and loyalty.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52