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. That was in 2004. We discuss what we found in our research on this episode of The Intuitive Customer. I didn’t know.

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. Then, it can become experience-specific.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. The Consequence of Choice.

Consulting 304

Consulting Consulting Customer emotions Morale 304

aircall

FEBRUARY 21, 2018

Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. This all-too-prevalent mental state occurs when none of the things a person can realistically do appeal to them.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91