How To Measure Customer Emotions

Beyond Philosophy

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. The most common way to measure emotion is the Net Promoter Score (NPS).

Customers Emotions are Predictable

Beyond Philosophy

Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Over 50% of any Customer Experience behavior is driven by emotions. It’s emotional and because of that, we assume it’s unpredictable. Here’s where predicting the intensity of negative emotions comes in handy.

How to Measure Customer Emotions

Beyond Philosophy

Some businesses look at the bottom line with customers. 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. The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions?

How to Measure Customer Emotions

Beyond Philosophy

Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. But what are these emotions? The fact is emotions matter in Customer Experience.

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers.

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. are ways to ease the customer decision making. .

Music: A Marketing Tool

Beyond Philosophy

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. In addition, music has the ability to take us back in time to emotions we felt, even to the music of our parents or grandparents as is depicted in the Apple ad.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Most brands and corporations get by on transactional approaches to customer relationships. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women. “ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. Train customer staff across all channels. Customer-facing staff should know how to use all the channels you have available.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

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. Customer Satisfaction results in a higher share price. Keeping Customers results in a high increase in value.

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

“ 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. Hiring Customer Ready Employees.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Undertake what we call a Customer Mirror.

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. Well, there you have it!

4 Actions to Exceed Customer Expectations

Beyond Philosophy

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience.

How to Get People to Do What You Want

Beyond Philosophy

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. Your Customers have behaviors that cost your organization money.

Watch A Great Emotional Ad That Is Critically Acclaimed

Beyond Philosophy

Great ads create a great emotional connection, and many times, don’t even involve a product or service. When you evoke emotions that create a good memory based on the content of your ad, you create Customer Expectations for your experience.

How to Make or Break Your Customer Experience

Beyond Philosophy

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Are customer experiences ‘human’ and branded?

You Can’t Legislate Customer Centricity

Beyond Philosophy

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. This is a law for the “non-Customer centric” organizations.

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Trust and the Customer Experience. Emotions are an important part of any customer experience. Is Trust Really an Emotion?

3 Examples of Change for the Better in Airlines

Beyond Philosophy

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Should 4% of Customers Dictate Strategy?

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession. Here is the ‘executive summary’ version of some conditions of each stage, and how the movement to customer obsession takes place within the enterprise.

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

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. Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization.

Subconscious Clues That Call People to Action

Beyond Philosophy

Helping your Customers make a decision is an important element in your Customer Experience design. Zhecho Dobrev, one of our consultants published his musings on this concept. All channels for your Customers make up your Customer Experience, including websites. By paying attention to the subconscious ways you help your customers make a choice they are happy with, you create a win win for everyone involved.

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

Beyond Philosophy

Video creates consumer involvement, conveys rich information, and builds an emotional connection with a brand or company, often through advanced neuroscience approaches. Beyond video, there’s documented proof of how all elements of content can effectively leverage customer behavior. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. Unless the KPI philosophy has its basis in Customer Experience measures, it isn’t going to help improve the experience.

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? 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.

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

Beyond Philosophy

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Here is one of the things they both could do to bring customers closer, and make them part of the image rebuilding effort. Michael Lowenstein, Ph.D.,

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. This involves looking deeper into the emotional components of value delivery, as well as the functional. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. Web-based survey invitations were sent to the company’s current customers.

B2C 221

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Beyond Philosophy

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Customer loyalty programs are especially popular among retailers.

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them. The text messaging address for each mobile phone is derived from the phone number assigned to each customer’s handset and the wireless company’s name.

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

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. sorry for the rest of you that don’t have a Wegmans nearby), has succeeded in creating an almost cult-like bond with its customers. The post Like Just About All of Their Customers… I LOVE Wegmans!!!

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Beyond Philosophy

Because, even if they are attracted, visitors won’t have a good usage and emotional experience, and they will be less likely to return or convert. All of this is designed to create and sustain emotionally-based relationships. In other words, consumers may shift back and forth from marketing to sales – and at their individual, emotionally driven whim. The post When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested.

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study, loyalty program participation has steadily increased over the past five years (a 10% annual rate of growth), with the average household now having almost 25 memberships ( [link] ) For all of that growing popularity, there are huge questions for marketers: Are the programs contributing to increased sales? Michael Lowenstein, Ph.D.,

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity.