Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. www.spring.org.uk. < [link].

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Ghosh studies AI and its overlap with behavioral economics. Key Takeaways.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior. Study #1: Punitive Consequences Encourage Deception.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Understanding behavioral economics and their influence on Customer Experience can give you a real edge in business.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Your existing customers are far easier to upsell.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 4, 2014

This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. www.winepleasures.com. 29 July 2011. < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

Sales 279

Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

OCTOBER 12, 2016

As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days. Moreover, we are examining how these emotional responses are influenced by cognition to create a reaction, and how these reactions drive customer behavior. LinkedIn followers can use Autumn10 to get 10% off.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Surprisingly Easy: The Path to Customer Loyalty.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

OCTOBER 29, 2014

Some studies suggest that losses are twice as powerful, psychologically, as gains… Note that whether a transaction is framed as a loss or as a gain is very important to this calculation: would you rather get a $5 discount, or avoid a $5 surcharge? The same change in price framed differently has a significant effect on consumer behavior….

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JUNE 17, 2019

When you sheepishly admit that you do not, she studies her sheet of paper for a bit, then consults with another staff member. These informative podcasts are designed to expand on the psychological ideas behind understanding customer behavior. Why You Must Create and Sustain a Customer-Centric Culture.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

AUGUST 12, 2015

Wouldn’t it be great to know exactly what your Customers were feeling when they experience your products or services? Well, that day has come a bit closer as a new study out of Cornell University discovers that the brain has certain codes that it uses to interpret our emotions. What the Study Discovered about Emotions.

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

Beyond Philosophy

JULY 17, 2017

At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. They spent time showing customers how to use their phones in the store so they wouldn’t have to call with issues. Hesse didn’t talk about customer emotions.

Technology 331

Technology Consulting Consulting Customer emotions 331

Toister Performance Solutions

OCTOBER 8, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. It's a busy day and your next customer has been waiting for awhile. The first study was published in 2018 by Yanfen You.

Advertising 114

Advertising Surveys Customer emotions Wait times 114

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Airlines 400

Airlines Wait times Self service Enterprise 400

Beyond Philosophy

APRIL 26, 2017

Tapping into Customer Emotions. Our research has shown that every company’s customer experience has its own unique Emotional Signature , which is the company’s level of emotional engagement with its customers. Make sure you are creating an excellent, up to date CX for your customers. Outrageous!

Technology 283

Technology Consulting Consulting Customer emotions 283

Beyond Philosophy

JANUARY 12, 2015

And, to parallel this, academics were actively studying the impact of emotions on various types of perception and decision-making. There has been a great deal of this, on subjects ranging from metaphor elicitation to emotional and personalized weight processing.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

JUNE 25, 2020

Years ago, at Stanford, researchers did a study about recalling information at the proper time. Midway, the research team brought the participants in as two groups for a different study. This study reveals an essential concept of advertising. Emotion management and positive memories are the way to do it.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

FEBRUARY 3, 2015

By helping position the choice for your customer, you can help them take action that drives them toward an experience outcome that leaves them happy and pleased. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Sources: Aagaard, Michael. “10

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JULY 16, 2015

The University of Oslo researched the motivation and interpretation of sighs in a series of three studies and concluded following about the act of sighing: A sigh typically signifies a negative mood (e.g., In a study from the University of Leuven , researchers suggest that sighing can also be a physical and mental reset for your body.

Customer centricity 337

Customer centricity Personalization Customer emotions Marketing 337

Beyond Philosophy

APRIL 30, 2015

So now what do we do to build Customer Loyalty? According to the Econsultancy blog, we should give them plenty of experiential rewards. Loyalty Programs Disappoint Customers. Another study from statista.com indicated that the percentage rose to 42% in lower income groups but only to 37% in higher income brackets.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

Beyond Philosophy

MARCH 6, 2017

Research has consistently shown that price is only one factor that customers consider in determining value. The Emotional Signature. Twelve years ago, we studied emotions and customer spending habits to learn which emotions had the greatest influence, and how that influence played out. Outrageous!

Consulting 297

Consulting Consulting Customer emotions Customer Experience 297

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 3, 2016

After all, there is no need to figure out what’s bothering customers when they tell you in no uncertain terms. In this case, resolving the issue is vital because according to a recent study by Accenture , 53% of U.S. How to Measure Customer Emotions. What Can We Learn from Restaurants and Casinos?

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

FEBRUARY 1, 2016

Getting Customers to Respond. How does this help you nudge customers toward the behavior you want? Let’s look at customer interactions. Halpern cited a study of applicants at a job center. Have you ever nudged your customers ? 3 Common Ways Customers Make Decisions. Did it work?

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

Uniphore

NOVEMBER 18, 2021

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. Studies have uncovered? 27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture.

Customer emotions 64

Customer emotions Customer centricity Personalization Call Center 64

Beyond Philosophy

JULY 14, 2015

There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided. I wrote a blog a while back about some friends who only called me when they wanted something.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

Beyond Philosophy

SEPTEMBER 4, 2015

The same can be true for Customers. This is called choice architecture, which psychologists have studied for decades. One must communicate with their Customers using different decision-framing techniques to help promote the habits and behavior they want. How Customers Make Decisions. Changing Customer’s Habits.

Customer Experience 337

Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

JUNE 11, 2015

In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. This trend works well for building more strategic, bonded relationships with customers. His full descriptions can be seen in this blog: [link].

Gamification 265

Gamification Big data Personalization Feedback 265

Beyond Philosophy

DECEMBER 25, 2017

Case Study: Enhance Your CX With This Technology. Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone. Who Wins—Brand or Customer Experienc e? An example is the tempo of music played at the grocery store.

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

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

VocalCom

FEBRUARY 5, 2018

Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

JULY 2, 2020

According to the 2020 CallMiner Churn Index, emotion is key to retention: after price, key drivers of termination include emotional factors like loyalty and fair treatment. On the other hand, technology does more than answering the basic needs of customers. The post The New Super-Agent appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62