Beyond Philosophy
FEBRUARY 15, 2024
As part of this exercise, choosing an emotion that drives value for your customers is essential. In 2005, my fieldwork revealed 20 emotions that drive or destroy value in a Customer Experience. Therefore, the first thing Black should do is identify the emotion they want to evoke.
Micah Solomon
OCTOBER 9, 2018
Perhaps in 2005 it was okay to take 24 hours to respond to a customer email. Ultimately you should elevate this exercise of eliminating useless contact to the level of high art. It’s essential to understand that customer time frames have tightened up dramatically from what they were even a few years ago. And so forth.
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Beyond Philosophy
SEPTEMBER 17, 2020
Furthermore, in 2005 at the height of Apple’s existence, Townsend was clear that much of the brand’s popularity was due to its design, which was beautiful, intelligent, and simple—right down to the box it came in. . Don’t skip this exercise because your offer is intangible.
Beyond Philosophy
DECEMBER 28, 2020
This exercise is one of the first things we do when consulting an organization. In research that we did with London Business School back in 2005 for my book The DNA of Customer Experience: How Emotions Drive Value , we discovered that 20 emotions drive and destroy value. We covered this topic on a recent podcast.
Toister Performance Solutions
MAY 5, 2022
By the end of 2021, it had reached its lowest point since 2005. Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. What's causing the decline? A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. Service failures are rampant.
Customer Service Life
APRIL 30, 2019
I’ve been working in customer service since 2005. From relationships to your living space, from your social life to work life, from how you move your body with exercise and the way you experience joy, to the way you give yourself permission to feel your feelings…it all plays a role into your overall wellbeing.
Customer Service Life
DECEMBER 18, 2018
Ongoing self-care & work-care discovery exercises that help set intentions and hold the individual accountable. In this interactive workshop, individuals will: Complete a self-discovery exercise. Each customer service agent will receive a detailed summary of each discussion with relevant suggestions and action steps moving forward.
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