Beyond Philosophy
MARCH 7, 2016
Those same positive emotions are the building blocks for an improved customer experience. We at Beyond Philosophy spent over two years conducting research with the London Business School to develop the world’s largest database of customer emotions and touchpoints, which we call the “Emotional Signature” database.
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.
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Beyond Philosophy
MAY 8, 2017
Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.
Beyond Philosophy
FEBRUARY 5, 2015
These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – are all thought out for consistency.
Beyond Philosophy
DECEMBER 25, 2017
Ad agencies know the power of emotions in advertising. However, that same emotional engagement isn’t as prevalent when you arrive at the experience you saw advertised. Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone.
Beyond Philosophy
JULY 18, 2016
In our customer experience consultancy, we have learned that emotions drive much of a customer’s behavior. Every company has its own emotional signature – a unique blend of customer emotions that can increase or destroy long-term value. Discover a Key to Successful Advertising.
Beyond Philosophy
FEBRUARY 2, 2015
Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. It gives your brand promise a foundation built on good memories.
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