Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, their reactions put in place are also temporary.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

DECEMBER 7, 2016

Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. We have a wide range of resources – ranging from learning the CX Essentials to the T ools for a customer centricity assessment. How to Measure Customer Emotions.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

FEBRUARY 24, 2022

Drawing upon their personal experience demonstrates what we are talking about with customer emotions and shows them the validity of our opinion. . For example, I was presenting to a board of a large shipping company once some calls we had recorded when we acted as a customer with their organization. Rule #4: Be concise.

Consulting 221

Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

NOVEMBER 9, 2016

Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline. How to Measure Customer Emotions. 3 Critical Change Management Steps.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

AUGUST 29, 2016

The tone with which you present your choices and how you present them can work with reinforcement and habit, particularly when you need to change customer behavior. Whichever size you chose, you were participating in choice architecture , which describes the different ways you present options in your Customer Experience.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. It was a tough audience.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

OCTOBER 12, 2016

Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. The Era of Personalized Marketing is Here. Each of these recorded actions sifts down into the database as 1 and 0s.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

JULY 13, 2016

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. Econsultancy heard from the people working on the Customer Experience improvement efforts. How to Measure Customer Emotions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

AUGUST 31, 2016

Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline. How to Measure Customer Emotions. 3 Critical Change Management Steps.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

NOVEMBER 3, 2014

The biggest ones are that the companies will need to handle the challenges that delivery presents in some areas of the U.S. Both of these challenges present obstacles to reliable delivery windows, not to mention food storage for transportation, i.e., the ice cream melts by the time it gets to the consumer’s house.

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

Beyond Philosophy

JULY 6, 2016

I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. However, in China, the ideas I present in that book from almost 15 years ago, are all new. I wrote that “The Customer Experience is the next competitive battleground….and How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. We work with our clients’ Customer Experience team to design a Customer Experience program we want, complete with detailed customer emotion outcome goals but after we roll it out, the customer-facing team carries on as usual, doing what they always do.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. The Value of Customer Experience, Quantified. So, the debate continues. February 2006. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. Using our natural propensity for prejudice to help evoke the proper emotions in a Customer Experience is a great strategy for building loyalty and branding for your organization.

Consulting 300

Consulting Consulting Customer emotions Government 300

Beyond Philosophy

AUGUST 15, 2019

You must understand what’s going on in consumers lives if you use this data—and their emotions are always going on, whether consciously or subconsciously. . In our Global Customer Experience consultancy , we look at the area of customer emotions. It was, did you give your pet a Christmas present?

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. The key is to manage customers’ expectations and then exceed them. As a customer, what do you think about a mall with nontraditional tenants? Good idea or bad?

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

JUNE 6, 2019

So how should you introduce the technology in a way that presents value instead of creeping people out? Measuring authentic customer emotions in real time without asking customers is the future of CX. These informative podcasts are designed to expand on the psychological ideas behind understanding customer behavior.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

AUGUST 3, 2016

Whether it is the pain points caused by your experience or the experience of your competitor (and even in an unrelated industry), knowing when they occur is critical to improving your Customer Experience, playing a direct role in your improvement program’s success. How to Measure Customer Emotions.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

DECEMBER 10, 2015

The experiencing self lives in the present. By rehearsing what you want that memory to be with the Customer, you might be able to create a permanent memory that keeps that Customer coming back to you for more. Customers’ Emotions Are Predictable. It is one of the cognitive traps we all have.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

JANUARY 28, 2019

You could alienate some parts of your customer base. . Measure customer emotions, but in real time with facial recognition. Facial recognition technology opens up a new area of understanding how your customer feels. Previously, we could just ask customers how they felt. To listen in , please click here.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

MAY 5, 2015

The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how they feel about their experience–and whether they are going to come back!

Customer emotions 284

Customer emotions Customer Experience Call Center Customer centricity 284

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

AUGUST 12, 2015

In essence, the study says that our brains all speak the same emotional language. Published in Nature Neuroscience online, the study presented participants with a series of different images and flavors while taking images of their brains. The Emotional Experience: Shedding Some Light on Emotions.

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

Beyond Philosophy

JULY 13, 2021

How organizations frame their offers influences whether customers perceive the third-party experience as part of the organization’s experience. For example, the trampoline retailer could say they don’t do installations but then present five installer options.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

SEPTEMBER 4, 2015

How you present information affects what choices a person makes, although some presentation styles are more effective with different types of people. Be sure you understand these three areas well and you will be well equipped for the next part of your Customer Experience journey. Is Your Customer Experience Accidental?

Customer Experience 337

Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

JANUARY 15, 2021

A Nudge supports the premise that the way you present choices tips the scales towards a particular option. All of these concepts in the Behavioral Sciences can lead to influences on customer behavior. So it would be best to consider all the ideas working in any given offering you present to your customers.

Airlines 248

Airlines Government Customer emotions Marketing 248

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. Using our natural propensity for prejudice to help evoke the proper emotions in a Customer Experience is a great strategy for building loyalty and branding for your organization.

Customer emotions 150

Customer emotions Government Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. Using our natural propensity for prejudice to help evoke the proper emotions in a Customer Experience is a great strategy for building loyalty and branding for your organization.

Customer emotions 150

Customer emotions Government Consulting Consulting 150

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Beyond Philosophy

MARCH 17, 2022

In other words, customers with whom you have some credibility built up won’t leave you instantly when something happens they don’t like. It’s organizations that don’t make those investments into the customers’ emotional bank account that have problems. . We still lost some customers. Do What You Say You Are Going to Do.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

APRIL 21, 2015

You can use it to present information and choices in a way that helps them feel better about their decisions. “Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level.Read more about the book here.

Personalization 257

Personalization Customer Experience Customer emotions 257

Beyond Philosophy

NOVEMBER 8, 2017

Their conclusion: “On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.”.

Consulting 150

Consulting Consulting B2B Metrics 150

Vonage

SEPTEMBER 29, 2015

This gives you the space to engage with your customers, start to close the loop on feedback and recover customers, without the restrictions of the traditional VoC model. Improve customer service quality to become referable. The post Are we getting our approach to customer experience wrong?

Customer Experience 102

Customer Experience Feedback Customer emotions Customer Service 102