Article Banking Consulting Customer emotions 
Beyond Philosophy
OCTOBER 5, 2017
In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.
Beyond Philosophy
JULY 13, 2016
What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. How to Measure Customer Emotions.
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Beyond Philosophy
DECEMBER 19, 2016
Buying becomes an intuitive, emotion-based decision, and customers can then use durability and high quality to justify spending extra money to buy Patagonia or King Arthur instead of a less expensive brand. We use tools like customer mirrors and emotional signature to assess the current customer experience and design a better one.
Beyond Philosophy
NOVEMBER 10, 2014
And to make the cross sell and upsell case more clear, the majority of customers’ buying decisions are tied to how they feel about the experience. In an article about the moments of truth in customer service, McKinsey & Company revealed that 70% of customers at a bank reduced their commitment when they had a bad Customer Experience.
Beyond Philosophy
JANUARY 26, 2015
According to the article I read on Time.com, President Obama revealed his plan at the Federal Trade Commission. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. 4 Ways to Gain Customers’ Trust in Data Security. Follow Colin Shaw on Twitter @ColinShaw_CX.
Beyond Philosophy
JULY 5, 2015
. – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.
Beyond Philosophy
FEBRUARY 28, 2016
Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. It’s up to organizations to a) identify the strongest emotional drivers in service and b) effectively leverage them. Michael Lowenstein, Ph.D.,
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