Beyond Philosophy
OCTOBER 25, 2019
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.
Beyond Philosophy
DECEMBER 19, 2016
This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations. In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million. Sales soared in 2012.
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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. .
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? Source: Gartner.
Beyond Philosophy
SEPTEMBER 25, 2017
When customers feel negative emotions like anger, irritation or frustration, they might not make a purchase at all, or they might make one but leave with a negative feeling about the company. Big Data can’t see the distinction because it doesn’t measure emotions. It only shows that a sale was completed (success!)
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
JANUARY 28, 2019
We have had clients like Ricoh Canada that improved their Customer Experience, which led to a rise in sales by 10%—and that was in a shrinking market. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI. You could alienate some parts of your customer base. .
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