Construction Consulting Customer emotions Customer Experience 
Beyond Philosophy
MARCH 7, 2024
Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. Moving the needle toward that increase in value is what emotions do.
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. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
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Beyond Philosophy
NOVEMBER 4, 2014
Using smells in your Customer Experience is olfactory marketing, and it works. Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. Even in the Business-to-business environment when getting construction equipment serviced, what is the layout of the site?
Beyond Philosophy
FEBRUARY 24, 2022
We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Having an opinion is critical whether you are an employee or a consultant. I ask senior executives three questions about their Customer Experience. Rule #4: Be concise.
Beyond Philosophy
MAY 8, 2019
Now, when I say value, I’m talking about which emotions make people spend more money, and make people give you better Net Promoter Scores. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). To listen in , please click here.
Beyond Philosophy
MARCH 17, 2022
We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. For example, we did a lot of work for one of the world’s largest construction equipment companies. Surprisingly, we learned that they want an emotional relationship, too.
Beyond Philosophy
JUNE 2, 2015
For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,
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