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?
Beyond Philosophy
OCTOBER 15, 2022
You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. Key Ideas to Improve your Customer Experience. AI isn’t perfect.
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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
MAY 9, 2016
I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.
Beyond Philosophy
NOVEMBER 15, 2017
The real problem is that an organization does not put the customer at the center of everything they do. A company that creates a CX Team and undertakes customer research, journey mapping, and everything involved with improving CX without addressing their customer-centricity will fail because they tackle only the symptom, not the cause.
Beyond Philosophy
SEPTEMBER 25, 2017
The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience. The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. Unbelievable!
Beyond Philosophy
MARCH 1, 2017
Customers are not rational at all! After helping hundreds of clients assess their customer experience through tools such as customer mirrors and behavioral journey mapping , I know that emotions drive over half of a customer’s experience. Revolutionary Thinking on Customer Loyalty.
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