Beyond Philosophy
JUNE 20, 2015
The first, a B2C example, involves a major player in the cable television industry. A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes. Close to 1,000 survey responses were received.
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? Source: Gartner.
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Lumoa
FEBRUARY 9, 2023
Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. How a CSAT survey can look like. Image by Retently.
JivoChat
JULY 21, 2021
From reward and point programs to special events for VIPs, there are many ways loyalty programs can keep your customers engaged and coming back. Surveys also offer chances for building customer relations, as they provide a high-level view into your customers’ thoughts. Your customers are likely busy people.
PeopleMetrics
MAY 12, 2022
Leaving their experience to chance is never wise— there are always steps you can take to simplify the customer's experience, anticipate their needs, or simply go above and beyond. What is customer experience, and how does it relate to mapping? Services, both B2B and B2C, will follow unique journeys as well.
Lumoa
FEBRUARY 6, 2018
But if not applied within a strong operational CX framework, technology can distract and actually move leadership and employees farther away from understand customer emotions, motivations, and expectations. Stop surveying your customers and start listening to them.
Pointillist
MAY 23, 2018
According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping. Customer journey maps are typically created to visualize a specific experience for a particular segment or persona. Use a journey map to demonstrate the impact of customer emotions on business performance.
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