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How Can We Measure Customer Emotions in Our Digital World

Beyond Philosophy

How Can We Measure Customer Emotions in Our Digital World. Bill Hedgecock, professor at the University of Minnesota in the Carlson School of Management, we explore the power of facial recognition with facial expression analysis software and what it can do to help you improve your Customer Experience.

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How Sentiment Analysis Can Improve Customer Experience

SQM Group

Sentiment analysis is pivotal in elevating customer experience by providing real-time insights into customer emotions.

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Focusing on tonal sentiment analysis alone is failing your customer conversation analysis strategy

Tethr

In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. So, why is focusing on the emotional tone of a customer conversation alone not going to give you the conversation insight you’re looking for? Matt Dixon, Ph.D.,

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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?

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Is Facial Recognition Creepy or Is It Just the Future?

Beyond Philosophy

Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customersemotions during your Customer Experience.

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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. When we did some analysis, we found that the sales team knew 80 percent of their revenue came from 20 percent of their accounts. Rule #2: Recognize that customer emotions apply. . Define the experience to align the organization.

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How To Use Your Customer’s Emotions to Get What You Want

Beyond Philosophy

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.