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. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

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?

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

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.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Beyond Philosophy

OCTOBER 29, 2014

So there’s the lesson, Loss Aversion is a heuristic process that should be taken into account by organizations and policy makers. So, for my ending I want to leave you with John Oliver’s video on Scottish Independence : Why did I include that? Because it’s truly funny, and I want you leave you with a strong ending.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64