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The Secret of Measuring Customer Emotions

Beyond Philosophy

In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience. At first, people thought we were crazy, but now, many organizations understand the significance of emotions in their Customer Experiences.

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5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

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. .

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Guest Post: The Biggest Value Driver That is Not on Your Journey Map

ShepHyken

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? Source: Gartner.

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The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

When you accept this idea, you can design your experience to evoke customer emotions that drive that irrational behavior into what is valuable for your organization’s bottom line. Without their knowledge, hidden influences produce emotions that encourage behavior. After all, they are people, and people are irrational by nature.

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Are Your Customers Emotionally Unavailable?

CX Journey

Image courtesy of GawdZilla Are you customers emotional about your brand? Emotion is the big buzzword in customer experience right now; it's all the rage. Here's what some customer experience folks are saying about it. Temkin Group proclaimed 2016 The Year of Emotion. Show your commitment to the customer.

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Forget Everything You Think You Know. This is How to Create Loyal Customers

Beyond Philosophy

So, if you are not managing the emotional side of your experience, then you are not giving yourself any room for loyalty to form. . Make a Deposit in the Customer’s Emotional Bank Account. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy.

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Are You Ignoring a Key Part of Your Digital Experience?

Beyond Philosophy

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account.

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