Beyond Philosophy

SEPTEMBER 7, 2018

What emotions should we be measuring? The post How To Measure Customer Emotions appeared first on. Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing.

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Customer emotions Best practices 296

Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. Listen to the podcast in its entirety to learn more about what customer emotions drive the most value for your Customer Experience.

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Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

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Beyond Philosophy

FEBRUARY 22, 2019

There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you.

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Beyond Philosophy

OCTOBER 22, 2015

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Customers Emotions are Predictable appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

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Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Click here to learn more.

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Beyond Philosophy

AUGUST 24, 2018

Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researchers have evoked specific emotions, what they mean, and how you can use them. The post How Do I Evoke Customer Emotions?

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Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

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ShepHyken

DECEMBER 2, 2016

Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.

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Beyond Philosophy

JULY 20, 2018

How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? How are they evoked? appeared first on.

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Customer emotions 218

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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Customer emotions Sales Technology Customer Experience 221

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. The importance of uncovering hidden customer motivations for effective business strategies.

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Customer emotions Marketing Customer Experience Management 221

Call Center Weekly

NOVEMBER 6, 2017

But what insights can we learn by understanding the emotions of customers? How can we better position ourselves as a brand by viewing the journey and experience through the lens of customer emotions? Also, develop an your emotional strategy, and understand the emotion of your brand.

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Customer emotions Journey mapping Technology Marketing 174

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

NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal.

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Customer emotions CRM Contact Center Average Handle Time 59

Enghouse Interactive

JULY 23, 2021

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today. Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy.

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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

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 174

Beyond Philosophy

MARCH 15, 2024

We explain how actively listening to customers and showing empathy is critical to maintaining composure during a crisis, especially for frontline employees, who face the barrage of raw, disappointed customer emotions first.

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Customer emotions Management Customer Experience Customer Service 221

TELUS International

JANUARY 31, 2020

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Customer emotions Contact Center Technology 129

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

MARCH 15, 2019

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Customer emotions 137

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. Rule #2: Recognize that customer emotions apply. . Typically, you get three or four to focus on the goal and embrace the idea of delivering customer emotions with the experience. Focus on the art of the possible.

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Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

MARCH 1, 2019

Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions. Those that do measure customer emotions don’t think about how they will use it. To measure customer emotions, you need the proper tools to do a job.

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Customer emotions Consulting Consulting Customer centricity 246

CX Journey

MAY 31, 2016

Image courtesy of GawdZilla Are you customers emotional about your brand? Emotion is the big buzzword in customer experience right now; it's all the rage. Here's what some customer experience folks are saying about it. Temkin Group proclaimed 2016 The Year of Emotion. your products? Are they passionate?

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Customer emotions Customer Experience Metrics Accountability 38

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

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

TELUS International

OCTOBER 23, 2018

Learn how leading fintech firms are building emotional connections with their customers.

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Customer emotions 61

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.

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Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

DECEMBER 13, 2019

Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.

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Customer emotions Consulting Consulting Metrics 236

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

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Customer emotions Consulting Consulting Customer Experience 364

Kristina Evey

MAY 12, 2015

The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner.

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Customer emotions Banking Finance Customer retention 98

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. AI isn’t perfect. We did an interview with Broderick Turner, Ph.D.,

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Journey mapping Customer emotions Consulting Consulting 195

Beyond Philosophy

AUGUST 1, 2019

The Three Skills for Frontline Teams to Manage Customer Emotions. It comes down to three skills: Understanding the significance of customer emotions. Identifying what emotion the customer feels. Knowing how to manage the customer’s emotions to a valuable place.

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Journey mapping Customer emotions Scripts Consulting 373

ShepHyken

JUNE 16, 2020

Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions.

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