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. Everybody wants satisfied customers; everybody wants happy customers.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

MAY 5, 2015

We also learned Customers don’t always know there is a difference themselves. Do emotions drive ROI? If the answer is yes, then which emotions drive most ROI? Back in 2007, I wrote a book called, “The DNA of Customer Experience: How emotions drive value” addressing the answer to this question in detail.

Customer emotions 284

Customer emotions Customer Experience Call Center Customer centricity 284

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

JUNE 4, 2015

It also means that every transaction and touchpoint interaction, and the long-term relationship, needed to carry forward the organization’s unique character, must be a reflection of the perceived value represented to the customer. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Airlines 360

Airlines Marketing Enterprise Advertising 360

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