Beyond Philosophy

AUGUST 12, 2020

Embrace that the journey is rational, emotional, subconscious, and psychological. . Define strategically what specific emotions drive most value across the market. Rule #1: Embrace that the journey is rational, emotional, subconscious, and psychological. . We discussed the problems with journey mapping in a recent podcast.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

Beyond Philosophy

MARCH 17, 2022

Loyalty is an emotional relational concept. Loyalty implies emotion. So, if you are not managing the emotional side of your experience, then you are not giving yourself any room for loyalty to form. . Make a Deposit in the Customer’s Emotional Bank Account. The short answer is there isn’t. What makes you loyal to them?

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

SEPTEMBER 2, 2019

Secret #1: Loyalty Is a Product of Our Emotions. The first secret is loyalty is a product of our emotions. The first secret is loyalty is a product of our emotions. There are two parts to understanding this first secret to Customer Loyalty: Loyalty is an emotional attachment. It could also be a product of their apathy.

Banking 352

Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

JULY 27, 2023

But since it couldn’t be authentic because the apartment never actually existed, is it really authentic? Therefore, when our listeners ask us how to provide an authentic experience, I realize that isn’t what they are really asking. Authenticity is an essential part of an experience. Now, it seems simple. Now, this question is absurd.

Customer centricity 195

Customer centricity Personalization 195

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience Emotions are an important part of any customer experience.

Consulting 329

Consulting Consulting Customer retention Customer Experience 329

Beyond Philosophy

FEBRUARY 3, 2015

It occurs in the personal emotional and subconscious distillation of that experience in forming the customer’s behavior. This may sound a little technical and psychological for some, but reckoning with the meaning of emotional and subconscious response to experiences has important ramifications in the marketing world.

Government 383

Government Marketing Analytics Personalization 383

Beyond Philosophy

JULY 31, 2017

I tell them in blogs, in the books I write, and in the webinars we offer. Data doesn’t give you an opportunity to connect emotionally – unless you really, really like math. Stories, on the other hand, have a power to connect people to one another through similar thoughts and emotions. Good vs evil. In the U.S.,

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? But, also, these things are true about people’s trust in your life or customers on your sales reports. Bob is hoping to learn what level of trust exists between the two companies and wanted to know if we had any tips for determining that. . Is it what they share with you?

Surveys 221

Surveys Consulting Consulting Accountability 221

Beyond Philosophy

APRIL 9, 2018

It is as the manager that we see how this social norm of avoiding confrontation could be costing you a lot more in the customer loyalty and retention department than it does in emotional discomfort. Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Why Do We Do This? and the U.S.,

Feedback 262

Feedback Personalization Consulting Consulting 262

Beyond Philosophy

OCTOBER 6, 2015

Trust is a basic emotion. But like Albert Einstein once said about trust: “Whoever is careless with the truth in small matters cannot be trusted with important matters.”. But like Albert Einstein once said about trust: “Whoever is careless with the truth in small matters cannot be trusted with important matters.”.

Banking 406

Banking Consulting Consulting Government 406

Beyond Philosophy

OCTOBER 5, 2017

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. What are the emotions you are trying to evoke?

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

Steve DiGioia

MAY 17, 2021

To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. Store these in your CS toolbox to use as needed. P resent a solution for the customer to take home today. L isten for and resolve any issues or concerns. Use the C.A.R.E.S.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

OCTOBER 9, 2015

I have written before about the big hole in big data , which is the lack of emotional data collected in all these bytes of information. Therefore, they are irrationally driven to make a decision based on emotions. So yes, the data might show a pattern, but it doesn’t show the emotional state that created the pattern.

Big data 410

Big data Consulting Consulting Morale 410

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. Isolating at home felt like being stuck in your own glass case of emotion. Top 10 Blog Posts from 2020. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Though more often than not, we ended up with the gross strawberry cream flavors.).

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. Based on the emotions she is feeling, I adjust my communications with her – joking around if she seems happy, or letting her vent her frustrations if she seems annoyed. Organizations love to talk about building relationships with customers. How do we make it work?

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience. Emotions are an important part of any customer experience.

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

OCTOBER 25, 2019

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success.

Consulting 261

Consulting Consulting Technology Personalization 261

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea. Michael Lowenstein, Ph.D., are all thought out for consistency.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

SEPTEMBER 19, 2019

In addition to these five areas, the Institute added another dimension relating to emotional connection ethics earlier this year. In addition to these five areas, the Institute added another dimension relating to emotional connection ethics earlier this year. Today’s business world is increasingly focused on automation and AI.

Big data 283

Big data Consulting Consulting Customer Experience 283

CX Accelerator

SEPTEMBER 16, 2022

If we are being honest, that’s as committed as it gets for many executive and operational leaders. And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. It's easy (and normal) for doubt to creep in. Recognizing the symptoms.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience. Emotions are an important part of any customer experience.

Customer retention 225

Customer retention Customer Experience Marketing 225

Beyond Philosophy

NOVEMBER 28, 2016

and making a true emotional connection. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

AUGUST 25, 2019

This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast. Relational types are long-term and built on an emotional connection and brand loyalty, with a focus on value rather than price. How would that be different from selling your vehicle to a stranger?

Morale 358

Morale B2B Consulting Consulting 358

Beyond Philosophy

NOVEMBER 10, 2014

It’s a simple concept, really. However, these are all transactional goals; Customer Experience is focused on the emotions of the Customers, not the transaction. If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Simple yes… but is it happening? Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

MAY 10, 2017

Loyalty means you’ve made an emotional attachment. You may not always like all your family members, but you do have a strong emotional bond with them. True loyalty is based on shared values, positive emotional experiences and trust. What is Loyalty Anyway? Most of us are loyal to our families and friends. That’s loyalty.

Airlines 344

Airlines Consulting Consulting Education 344

Beyond Philosophy

JUNE 16, 2015

Because of this, we have emotional attachments to brands. It helps create the thought in our mind and builds that emotional attachment we have with it. RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market. Jeff Bezos said, “A brand for a company is like a reputation for a person.

Advertising 273

Advertising Customer centricity Customer Experience Marketing 273

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. If people like and trust you, it becomes a lot easier to go forward. However, it really should be about you coming to like them. Today, Ahearn is one of his 20 certified trainers around the world.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

JULY 14, 2015

Sometimes we have a relationship we think is good, but it really isn’t. I wrote a blog a while back about some friends who only called me when they wanted something. Over time, I learned they aren’t really friends. It’s true in friendships, marriages, and yes, even business relationships.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Even when experiments that they designed fail and point to the truth about global earth, Flat Earthers find explanations for why those results were false, and they do not trust them. The nerve!” .

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

JULY 18, 2016

This is an example of a company providing a great customer experience that focuses on a customer’s emotional journey , not on rational factors like price and quality. More significantly, this little girl’s doll and the now-viral video touch an emotional chord. The girl’s parents posted the video on Facebook and it quickly went viral.

Personalization 284

Personalization Customer emotions Consulting Consulting 284

Beyond Philosophy

MAY 7, 2020

Loyalty is an emotional reaction. Also, feeling more trust and emotional engagement toward the cable company means that customers are more willing to forgive problems. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

APRIL 20, 2016

Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers. But what are these emotions? What is the NEV?

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

DECEMBER 4, 2017

The trouble is, I don’t trust internet service providers to do anything except make a profit. The cheap ones are always missing one channel I’d really like, and the more expensive options are padded with a bunch of rubbish I’ll never watch. The emotional effect of these changes can be summed up in a single word: irritation.

Customer centricity 258

Customer centricity Consulting Consulting Customer Experience 258

Beyond Philosophy

JUNE 12, 2015

Trend #1: Is it really getting that much better? Given the focus on CX over the years and the resources allocated to it, the question becomes are organizations really getting the return on this investment? More people are interested in addressing the emotional side of the Experience. Since 1994, the ACSI Score rose from 74.8

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Beyond Philosophy

AUGUST 21, 2017

These interactions are by nature ambiguous, irrational and based on emotions. Trust your gut. Your “gut feeling” is really just your subconscious processing information without you realizing it. By nature, I’m an organized person. I like things clear and orderly, laid out in black and white. Accept that you will make mistakes.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

JUNE 17, 2020

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Even when experiments that they designed fail and point to the truth about global earth, Flat Earthers find explanations for why those results were false, and they do not trust them. It happens in sports.

Consulting 300

Consulting Consulting Customer Experience Management 300

Beyond Philosophy

AUGUST 4, 2015

They feel like they’re being taken seriously and what they say really matters.”. “ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. Harvey Mackay, Sales Expert, Author and Columnist. The Business Person is the new ideal.

Sales 398

Sales Customer centricity Customer Experience Accountability 398