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.
Enghouse Interactive
JULY 23, 2021
Every organisation has what we call an ‘emotional signature’, a level of emotional engagement its customer experience creates with its customers. But which emotions should you try and evoke in your customers? What emotions are you are currently evoking at the Peak and End of your experience?
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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.
Beyond Philosophy
JUNE 2, 2015
(sorry for the rest of you that don’t have a Wegmans nearby), has succeeded in creating an almost cult-like bond with its customers. Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success.
Beyond Philosophy
NOVEMBER 19, 2020
From that moment on, and this occurred back around 2005, my company links our Customer Experience efforts to proof so that the champions of Customer Experience are not caught out as I was all those years ago in that German conference room. These clues affect our emotions, shape our attitudes, and guide our actions.
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