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Guest Blog: How to Manage Customer Emotions

ShepHyken

This week on our Friends on Friday guest blog post my colleagues, Thomas A. 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. Shep Hyken .

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Uncover the incredible Impact on ROI of Harnessing Customer emotions

Beyond Philosophy

I don’t need the Emotional Signature research as much as others do. I believe in the influence of customer emotions on customer behavior and the importance of managing how customers feel about your company. Doing so will result in improved revenues and increased customer loyalty and advocacy.

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Detecting customer emotions with CallMiner

Callminer

Detecting emotions is hard. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space. It is hard for machines because it is hard for humans.

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The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Be specific.

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How To Measure Customer Emotions

Beyond Philosophy

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. What Emotions Should You Measure? NPS is a meaningful way to measure your Customer Experience, but it isn’t the only way.

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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. . Organizations don’t consider customer emotions enough.

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Customers Emotions are Predictable

Beyond Philosophy

If you enjoyed this post, you might be interested in the following blogs: Science Proves What Really Makes People Happy. Discovering What Customers Don’t Know Themselves. The Emotional Experience: Shedding Some Light on Emotions. Colin is an international author of five bestselling books and an engaging keynote speaker.