Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. 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.” Why is this?

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

MAY 8, 2019

Now, when I say value, I’m talking about which emotions make people spend more money, and make people give you better Net Promoter Scores. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007).

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

MAY 5, 2015

They affect what your Customers are going to do, and how they feel about your product. We believe how a Customer feels about a Customer Experience influences over 50% of the Customers’ perceptions of the experience. We also learned Customers don’t always know there is a difference themselves.

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? NEV is important to know about your business because it shows how you are doing with your Customer Experience. There will be negative moments and positive moments in any Customer Experience.

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? NEV is important to know about your business because it shows how you are doing with your Customer Experience. There will be negative moments and positive moments in any Customer Experience.

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. That’s just the U.K.

Customer Service 379

Customer Service Multichannel Self service CRM 379