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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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Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. It only shows that a sale was completed (success!)

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Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Predictive Dialer: An automated calling system, typically used for sales. Speech/text analytics. Virtual queuing/Web callback.

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When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Beyond Philosophy

In other words, the resources of time, money, people, and technology have to be accompanied by stated financial objectives and actionable analytics to prove their worth. In other words, consumers may shift back and forth from marketing to sales – and at their individual, emotionally driven whim.

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Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Beyond Philosophy

If you have someone paying one price and another customer with a coupon paying a different price, the perception of the brand is becoming fractured. Be pragmatic in terms of technology and analytics. What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Make sure it’s consistent.”.

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The Keys to Unlocking NPS

C Space

Senior Consultant at C Space. is a Senior Consultant in C Space’s Boston office and a core member of our global research team. Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. is VP, Research and the head of our global Data & Analytics team at C Space. Christina Stahlkopf.

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6 Key Factors to Improve Customer Retention

aircall

For one thing, it sends new customers emails to share tips on properly setting up the product. As simple as this strategy is, it’s proven to be so effective that Ring’s online sales in the United States increased by 180% in December 2020. As a result, their customer acquisition costs are also higher. .