Accountability Analysis Consulting Customer emotions 
ShepHyken
OCTOBER 6, 2022
This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?
Beyond Philosophy
MAY 28, 2021
Recognize that customer emotions apply. Manage different customers differently. We were doing some work with a client who had their extensive global customers divided by revenue. The senior account manager handled the most critical accounts. Rule #2: Recognize that customer emotions apply. .
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
NOVEMBER 6, 2014
Their strategy takes into account the emotions evoked from all the senses throughout the experience. At each of these points, the Enlightened and Natural companies have designed it deliberately to evoke a specific emotional response. Once defined, implement the CES with specific actions of the company’s activities.
Beyond Philosophy
OCTOBER 28, 2014
If your system dictates certain ways of doing things, your choice affects how the Customer feels about your organization. Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you ask the customer for this, they might think, “Why do they need this information?
Beyond Philosophy
OCTOBER 29, 2014
After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born.
Beyond Philosophy
JANUARY 28, 2019
Many companies segment customers based on the amount they purchase, e.g., small, medium, and large. However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables. Two cautions about the implementation of AI.
COPC
APRIL 1, 2024
In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.
Expert insights. Personalized for you.
176 
Let's personalize your content