TechSee
MAY 19, 2021
In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.
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.
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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?
TechSee
FEBRUARY 2, 2022
of the world’s population using social networks, call centers recognize that consumers view social media platforms as viable channels of customer service. With this in mind, forward-thinking brands are using social networks to demonstrate their excellent customer service skills. Computer-Vision Powered Self Service.
Beyond Philosophy
SEPTEMBER 25, 2017
But in other contexts, it’s impossible to make real improvements in Customer Experience without taking customer emotions into account. This is especially useful when customers don’t behave the way a company thinks they should be behaving. Let’s take my recent adventure buying a Jeep.
Beyond Philosophy
FEBRUARY 3, 2022
The customer who just had the phone stolen feels scared and angry. Framing this situation in terms of Naïve to Natural, a Naïve or Transactional company would start the operational process to get the customer serviced, probably by asking for an account number. Avoiding the Soft and Fluffy Label. And guess what?
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.
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