Beyond Philosophy

OCTOBER 22, 2015

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.

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Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.

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Customer emotions Management Journey mapping Customer advocacy 435

Beyond Philosophy

SEPTEMBER 26, 2018

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). Effectively, NPS estimates how likely a customer is to recommend your product or service to their friends and family. Your most loyal customers are promoters and have high NPS scores.

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Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. We discuss what we found in our research on this episode of The Intuitive Customer. We learned there are 20 emotions that either drive or destroy value in a Customer Experience. The twenty emotions are each part of one of four clusters.

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Customer emotions Consulting Consulting Customer Experience 316

Beyond Philosophy

OCTOBER 25, 2019

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.

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Beyond Philosophy

APRIL 20, 2016

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?

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Customer emotions Metrics Government Consulting 282

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. With guest Dr. Bill Hedgecock, professor at the University of Minnesota in the Carlson School of Management, we explore the power of facial recognition with facial expression analysis software and what it can do to help you improve your Customer Experience.

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Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience. Let’s take a look at a few different ways you can get feedback on customer emotions. My Advice for Customer Emotions Research.

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Customer emotions Surveys Benchmark Consulting 305

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. .

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Customer emotions Consulting Consulting Banking 390

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Key Ideas to Improve your Customer Experience. Managing emotions can feel overwhelming.

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Customer emotions Management Journey mapping Consulting 195

Enghouse Interactive

JULY 23, 2021

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today.

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Customer emotions Management Consulting Consulting 98

Beyond Philosophy

APRIL 20, 2016

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?

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Customer emotions Metrics Government Consulting 150

Beyond Philosophy

MARCH 12, 2015

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. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.

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Customer emotions Consulting Consulting Customer centricity 417

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company.

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Journey mapping Customer effort Customer emotions B2C 207

Beyond Philosophy

NOVEMBER 4, 2014

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. Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. are ways to ease the customer decision making. .

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Customer emotions Consulting Consulting Customer centricity 283

Beyond Philosophy

NOVEMBER 24, 2014

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.

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Consulting Consulting Customer emotions Customer centricity 419

Beyond Philosophy

SEPTEMBER 10, 2020

As the usability interface worsened, I started to make excuses for them as a loyal customer. It creates a conflict for customers, which is terrible for your customer-facing employees on the front lines. Remember that customers can’t always tell you what they want.

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Customer emotions Advertising Consulting Consulting 457

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. 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.

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Beyond Philosophy

NOVEMBER 11, 2014

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.

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Marketing Consulting Consulting Customer emotions 418

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Dobrev shared some fascinating statistics about both digital transformation and Customer Experience.

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Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships. Seven key customer experience questions.

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Customer Experience Consulting Consulting Customer emotions 391

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Expectations are associated with our choice of vacation, the gifts we give and receive at the holidays, and the Customer Experiences we receive from the organization. Disappointment is an emotion caused by the nonfulfillment of your hopes or expectations. How Emotions Generate $$$$.

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Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

NOVEMBER 6, 2014

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. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

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Consulting Consulting Customer emotions Employee engagement 409

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. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

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Customer Experience Consulting Consulting Customer emotions 411

Beyond Philosophy

JUNE 4, 2015

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. Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers. Enhance the current experience with Customer-led innovation.

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Consulting Consulting Customer emotions Customer centricity 353

Beyond Philosophy

JUNE 4, 2015

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?

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Consulting Consulting Customer emotions Employee engagement 360

Beyond Philosophy

JANUARY 28, 2015

“ 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. Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Hiring Customer Ready Employees.

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Consulting Consulting Customer emotions Customer centricity 366

Beyond Philosophy

NOVEMBER 4, 2014

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. Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. Using scents to help create a positive experience for your retail customers works for many different industries though.

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Customer Experience Consulting Consulting Customer emotions 370

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. You might remember how I came to this field of Customer Experience almost 20 years ago after years of working in the corporate world.

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Customer emotions Customer Experience Construction Customer centricity 334

Beyond Philosophy

MARCH 5, 2015

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?

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Airlines Transportation Consulting Consulting 330

Beyond Philosophy

OCTOBER 29, 2014

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. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? Well, there you have it!

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Customer Experience Consulting Consulting Customer emotions 351

Beyond Philosophy

NOVEMBER 5, 2020

From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense. Last year, we doubled the number of downloads for our Podcast, The Intuitive Customer , and I didn’t think it was that good; I wanted them tripled!

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Customer emotions Advertising Consulting Consulting 324

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. If you threaten your employees or Customers with punitive action when they do something you don’t want, you are potentially encouraging them to lie to you. Your Customers have behaviors that cost your organization money. An excellent example is those Customers that still want a paper statement.

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Consulting Consulting Customer emotions Marketing 315

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

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Beyond Philosophy

NOVEMBER 19, 2014

Great ads create a great emotional connection, and many times, don’t even involve a product or service. Furthermore, they will donate all the proceeds from the sales of these commemorative chocolate bars to The Royal British Legion, a charity in Britain that addressed the social and emotional necessities of current and past members of the British Armed Forces and their families. These expectations are tied to the emotions they feel when they watch your ad.

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Consulting Consulting Customer emotions Customer centricity 313

Beyond Philosophy

FEBRUARY 3, 2015

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.

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Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

JULY 5, 2015

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.

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Beyond Philosophy

AUGUST 13, 2015

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.

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Airlines Consulting Consulting Customer emotions 279

Beyond Philosophy

NOVEMBER 10, 2014

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.

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Beyond Philosophy

OCTOBER 28, 2014

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. Overlook this, however, and you are not likely to end up with the Customer focus you seek. We use an assessment for our clients called Naive to Natural that looks at each organization and how they focus on the Customer.

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