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. But which emotions should you try and evoke in your customers?

Customer emotions 98

Customer emotions Management Consulting Consulting 98

Beyond Philosophy

OCTOBER 23, 2021

In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was. By 2005, I had undertaken research to determine the 20 emotions that drive or destroy value , to prove that incorporating customer emotions into experiences provides an ROI.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

JUNE 2, 2015

As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned. Since Fortune Magazine first started its “100 Best Places To Work” in 1998, Wegmans has made the list; and in 2005, it was named the best employer in America.

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

Beyond Philosophy

NOVEMBER 19, 2020

Carbone thinks that right now during the COVID-19 Pandemic is probably the most exciting time for Customer Experience Management advancement that he has ever seen because people are more sensitive to the experiences they have in their lives. He says we need to begin to understand customer emotions and what stimulates them.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334