Beyond Philosophy

JULY 18, 2016

The website says, “We are NOT charging for the customization; we feel that it is absolutely crucial to boost the self-confidence, self-esteem, and feelings of inclusion for little girls with limb loss, and that something as small as a doll that resembles them can have a profound effect on their mental and physical well-being.”.

Personalization 284

Personalization Customer emotions Consulting Consulting 284

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. From there, you can build the brand to attract them to your business. www.spring.org.uk.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

VocalCom

JULY 23, 2018

Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

Beyond Philosophy

MARCH 29, 2016

Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”. These results are consistent with what we have learned in conducting customer mirrors. Customers Emotions Are Predictable. Probably not.

Consulting 283

Consulting Consulting Advertising Scripts 283

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty.

Management 473

Management Entertainment Consulting Consulting 473

Comm100

JUNE 30, 2021

In order to live up to the standards set by today’s consumers, you need customer service skills. Customer service is all about helping to resolve your customer’s issues and questions and providing a positive customer experience that satisfies their needs. Really listen to what customers are saying.

Customer Service 52

Customer Service Customer Experience Feedback Advertising 52

Beyond Philosophy

NOVEMBER 5, 2020

From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense. When you find yourself thinking negative thoughts about life, business, or Customer Experience, pause and do a check to see if you can substantiate that with objective measures.

Consulting 326

Consulting Consulting Advertising Best practices 326

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Marketing 247

Marketing Wireless Advertising Revenue potential 247

Toister Performance Solutions

OCTOBER 8, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. It's a busy day and your next customer has been waiting for awhile. What should you say to acknowledge the delay?

Advertising 114

Advertising Surveys Customer emotions Wait times 114

Beyond Philosophy

MARCH 29, 2016

Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”. These results are consistent with what we have learned in conducting customer mirrors. Customers Emotions Are Predictable. Probably not.

Consulting 150

Consulting Consulting Advertising Scripts 150

CX Global Media

APRIL 17, 2017

Live Chat Accesses Customer Emotions. In an article titled 5 Reasons Why Live Chat is The Untapped Potential for Your Business by Lior Levin, he shares that live chat provides immediate access to customers’ pain points. What Lior presents is a substantial trust building opportunity in the customer journey by using live chat.

Abandon rate 120

Abandon rate Customer emotions Sales Advertising 120

Beyond Philosophy

SEPTEMBER 10, 2020

Marketing makes a brand promise in advertising, but then the organization doesn’t follow through with it in reality. It creates a conflict for customers, which is terrible for your customer-facing employees on the front lines. Cognitive Dissonance also happens internally at an organization.

Consulting 458

Consulting Consulting Advertising Accountability 458

Beyond Philosophy

JUNE 17, 2015

Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return. Pay Per Click (PPC) advertising, i.e. putting an ad or promotional blurb on another site, can drive traffic to a company’s site.

Advertising 241

Advertising Engineering Analytics Marketing 241

Lumoa

AUGUST 25, 2020

How would you rate your customers’ emotional investment in your brand? They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet. The process for improving customer engagement depends upon how you decide to measure it. Do they love you?

Customer emotions 83

Customer emotions Metrics Advertising Customer Experience 83

Beyond Philosophy

JULY 5, 2015

Support experiences are strategic, nimble and seamless, and often omni-channel. Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Multiple sources of data are used to develop insights.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Beyond Philosophy

JULY 28, 2015

Let’s take a look at my two experiences and see what we all can learn about fulfilling the brand promise for our Customers at the Customer Experience level. First: The Yukon Experience. Therefore, the value lies in the experience that you have at the dealers.

Finance 299

Finance Advertising Sales Surveys 299

aircall

FEBRUARY 24, 2017

Customer loyalty is tricky to measure, and it’s trickier still to predict its concrete impact on your bottom line. Engagement represents the articulation of two things: the tangible manifestations for your customers’ loyalty (or lack thereof) and the quality of your customer experience. Figuring out a game plan.

Entertainment 90

Entertainment Advertising Customer emotions Personalization 90

aircall

JUNE 30, 2021

It’s our job every day to make every important aspect of the customer experience a little better.”. While the importance of customer retention is undeniable, many companies struggle to develop strategies that allow them to hold on to their existing customer base. However, they often handle large volumes of customers.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 365

Employee engagement Consulting Consulting Enterprise 365

OctopusTech

FEBRUARY 18, 2019

Customer Experience or more popular its abbreviated form CX is the ubiquitous term in business these days. So, let’s first start with defining the word is the sum of all touchpoints and interactions a customer has with the company. Nowadays, a customer can interact with brands of companies in more ways than ever.

Customer Experience 67

Customer Experience outsourcing Advertising Customer emotions 67

SmartKarrot

NOVEMBER 17, 2021

You can use call intelligence to analyze behaviors, identify keywords, understand customer emotion, notice customer sentiment , and improve sales. These high-intent interactions can go a long way in becoming customers. This will considerably improve customer experience and enhance revenue.

Technology 10

Technology Sales Advertising B2B 10

SmartKarrot

MAY 6, 2022

From a bird’s eye view, the customer journey is a simple, transactional journey happening between a seller and a buyer. However, a deeper dive into the ocean of customer journey brings you face-to-face with the complexities associated. No customer journey goes from point A (product advertisement) to point B (purchase).

Journey mapping 10

Journey mapping B2B B2C Healthcare 10

JustCall

MARCH 6, 2023

Customer journey analytics sounds like heavy-duty stuff with complex numbers and so on. Stripped to its essence, it allows brands to understand why customers behave the way they do. If you’re looking to align your customer experience initiatives with your business objectives, this guide is for you.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Beyond Philosophy

JUNE 4, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that really connecting, and having an emotionally-based relationship, with customers is the key to leveraging loyalty and advocacy behavior. They market, and create experiences, within the branded vision.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Bill Quiseng

APRIL 18, 2021

Those businesses offering exceptional customer service don’t build their brand through advertising. Their customers build it for them via their raves on social media. So, it is critical to know how to respond on social media, especially to the rants from dissatisfied customers.

Customer Service 167

Customer Service Education Self service Healthcare 167

PeopleMetrics

MAY 12, 2022

Your favorite restaurant, an eCommerce site you frequently buy from, a hotel that you've visited several times, a professional vendor that your business relies on—if it's easy, fast, and enjoyable to engage with them, they've almost certainly put careful thought into their customer experiences.

Journey mapping 62

Journey mapping B2C Feedback B2B 62

LiveChat

MARCH 20, 2018

Yes, if you believe in what Steve Jobs has said, then you need to break down all your activities on a day-to-day basis and optimize them regularly to improve your customer experience. Customers are the actual revenue generators. It is an integral part of customer relationship management and eventually in customer retention.

Customer retention 60

Customer retention Metrics Customer emotions Analytics 60