Beyond Philosophy

APRIL 20, 2016

The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions? We asked thousands of people millions of questions to determine 20 emotions created what we call a Hierarchy of Emotional Value: Beyond Philosophy’s Hierarchy of Emotional Value.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

APRIL 20, 2016

The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions? We asked thousands of people millions of questions to determine 20 emotions created what we call a Hierarchy of Emotional Value: Beyond Philosophy’s Hierarchy of Emotional Value.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). We discovered 20 emotions that drive and destroy value for an organization, broken down into four clusters. This area is marketing’s job. It’s as simple as that.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. How are companies blowing it?

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell. Why is this? 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Every aspect of a company’s offering — customer service, advertising, packaging, billing, products, etc. — They market, and create experiences, within the branded vision.

Airlines 360

Airlines Marketing Enterprise Advertising 360