Guest Blog: How to Manage Customer Emotions


Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Every customer goes into a service environment, from barbershop to bank office, with emotions that color his or her expectations. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.

Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

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. .

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How Customer Emotions Can Build or Break Your Profitability

Kristina Evey

The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner. Being in tune with your customer while working with them is just as crucial, especially if you plan to stay in business and be successful. Emotions Drive Most Buying Decisions.

TD Bank Made Me Cry and Reached Millions of Customers


TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. Emotional and striking, this video is a brilliant example of making the banking experience personal. Changing Lives and Making Customer Connections Personal. Smart thinking TD Bank.

Losing Customers Trust is the Worst Penalty VW Will Face

Beyond Philosophy

I find it beyond belief how large organizations can cheat and lie to their Customers. Banks lied to us, nearly crashing the world economy and causing the Great Recession. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value. Because they lied to their Customers. VW is a HUGE brand, and they have just lied to customers. Trust is a basic emotion.

Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue

Beyond Philosophy

Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. In a recent article, Robert Passikoff, CEO of Brand Keys, presented statistics which demonstrate the extent to which consumer response to experiences, and the resultant impact on decision processes, has become emotion-dominant. It is also an essential element of customer-centricity. Michael Lowenstein, Ph.D.,

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? Bank of America, Morgan Chase, etc.)

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession. Here is the ‘executive summary’ version of some conditions of each stage, and how the movement to customer obsession takes place within the enterprise.

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

Beyond Philosophy

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Here is one of the things they both could do to bring customers closer, and make them part of the image rebuilding effort. Michael Lowenstein, Ph.D.,

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

Beyond Philosophy

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Customer loyalty programs are especially popular among retailers.

You Can’t Legislate Customer Centricity

Beyond Philosophy

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. I am surprised that it would take as long as 30 days to tell a Customer of a data breach! If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law!

Exposed: The 7 Questions Everyone Should Be Asking

Beyond Philosophy

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator. They include: What is the Customer Experience you are trying to deliver?

Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. I see facial recognition and facial expression analysis as a new technology that can help us improve our Customer Experiences. For example, not so long ago, people didn’t want to migrate to online banking.

The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. In our most recent episode of our podcast, we talked about how you get the frontline teams to embrace the philosophy behind your Customer Experience program and deliver it. We added emotions for a couple of reasons, but one of them has to do with my wife.

Want More Sales? Give All Your Money Away!

Beyond Philosophy

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. Rather than discounting prices and pushing customers to buy more, Patagonia consistently appeals to its customers’ core values. These companies understand that businesses can use good deeds to build value and customer loyalty. Blogs Customer Experience

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Truth Bared about the Realities of Customer Experience Implementation!

Beyond Philosophy

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. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

A Successful Customer Experience Strategy Means Keeping it Consistent


Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. Elements of a consistent customer experience strategy.

Avoid Angry Customers with The No Fault Technique

Toister Performance Solutions

A subscriber recently sent me the transcript from a chat session she had with a customer. Her customer had gotten angry and ended the session abruptly. The gist of the chat session is the customer wrote his payment wasn't going through. The customer service representative responded by saying that, based on the error message the customer received, the most likely causes were an incorrect debit card number, insufficient funds, or a bank error.

The Emotional Side of Customer Care (and how AI can help)


After a few failed attempts to cancel the missing card on a bank’s website and mobile app, you get rerouted to call their customer service line. The pain and frustration associated with poor customer experience in contact centers is all too familiar. Hold times that seem to last hours, phone trees that are impossible to navigate, and rigid voice prompts forcing customers to speak like a robot. The Magic of Emotion Detection. More data equals happier customers.

What is Chatbot? Why are Chatbots Important?

REVE Chat Blog

In today’s time, where customers believe that the experience a company provides is as important as its products or services. You can pretty much say that bots are a critical part of customer service automation. Expectations – Bot must be able to fulfill the customer expectations when they make a request or ask a query customer says sends an inquiry. . Sentiment Analysis – The bot interprets the user responses to align with their emotions. .

Getting emotional: experts share secrets to CX success


A customer’s interaction with a brand evokes strong emotions that can have a lasting impact on the business – for better or worse. Brands that get this right and create customer experiences that drive positive emotions dramatically outperform those that get it wrong in retention, revenue and even stock price growth. And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies?

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


The last thing you can afford is a disconnect, which will lead to frustration and a lack of communication among both employees and customers.” – Larry Alton, How to Choose the Best Call Center Software ,; Twitter: @businessdotcom. As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. It’s no different when it comes to delivering on the customer experience.

Why focusing on CX is key at times of change


For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts. Sometimes, rather ironically, the whole change process can have the opposite effect and rather than strengthening customer trust it can damage or destroy it. There are three key considerations – and they all have customer experience at their core: 1.

A 5-Step Introduction to Journey Analytics


Journey analytics includes capturing customer feedback from everywhere, pairing this data with customer insights like behavior and demographic information, assessing the meaning behind these insights in the frame of the customer journey and sharing these facts broadly across the company to drive the changes necessary to reduce friction and make it easier to do business with your company. Customers leave clues peppered throughout every interaction they have with your brand.

There’s No I in Team, but What About AI?

CSM Magazine

Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine. While we are happy to chat to friends and colleagues using messaging, text, social media and email, when it comes to contacting our bank, insurance company or healthcare provider, we’re often sent to the back of the phone queue. Customer service departments are still rooted in voice-centric service infrastructure, but this is about to change.

Customer Experience Management: What Is It All About


We hear so much about customer experience, that I was afraid writing about it would be too obvious. As I dig deeper into the subject, I realized, we know customer experience is important and that it basically means we need to be nice to customers, but there’s a whole strategy behind it. Let’s begin with explaining customer experience. Customer experience is the sum of all the experiences a customer has with a company during the entire relationship.