Banking Consulting Customer emotions Groups 
Beyond Philosophy
DECEMBER 20, 2019
Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.
Beyond Philosophy
DECEMBER 19, 2016
Marcario’s post talked about Patagonia’s grants to environmental groups and then said, “Along with many loyal customers, the initiative attracted thousands who have never purchased from Patagonia before. We use tools like customer mirrors and emotional signature to assess the current customer experience and design a better one.
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Beyond Philosophy
NOVEMBER 10, 2014
Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment. 26 August 2014.
Beyond Philosophy
OCTOBER 29, 2014
So they offered the next group of participants $100 if they won vs. $50 to give away if they lost and as you can imagine more people took this bet. When they removed that benefit to replace it with another one, their customers were enraged and still talk with pain about that years later. Bank of America, Morgan Chase, etc.)
Taylor Reach Group
SEPTEMBER 6, 2023
From checking bank balances in the 1980s to engaging in lucid conversations with AI chatbots in 2023, the core objective remains consistent: enhancing self-service capabilities. Follow Taylor Reach and Colin Taylor on LinkedIn at The Taylor Reach Group, Inc. and Colin Taylor.
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
In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.
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