Consulting Customer centricity Customer emotions Presentation 
Beyond Philosophy
NOVEMBER 18, 2014
Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.
Beyond Philosophy
MARCH 1, 2019
In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Those that do measure customer emotions don’t think about how they will use it.
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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.
Beyond Philosophy
DECEMBER 7, 2016
Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. In our Customer Experience Consultancy, we emphasize taking an outside-in approach to your systems, to see how they make you feel as a customer. How to Measure Customer Emotions.
Beyond Philosophy
MARCH 12, 2015
I am sure that you raised your hand a few times during this presentation. Your Customers would raise their hands during this TED talk also. So instead of addressing emotions, Customer feelings are ignored with the hopes that an efficient and effective process will be good enough. I know I did.
Beyond Philosophy
OCTOBER 29, 2020
I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, if these former brands had a more customer-centric culture, they would probably be here today because they realized that the market is moving on and appropriately adjusted.
Beyond Philosophy
DECEMBER 5, 2017
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. said complicated customer issues are their most significant challenge. We see this sort of thing all the time in our global Customer Experience consultancy.
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