Beyond Philosophy

JULY 2, 2020

In this issue, we will discuss how to avoid being one of them. We use research called Emotional Signature Edge® that can find these hidden gems and provide you a target to hit with your revised and reimagined customer experience. What customers say they want and what they really want are often different things.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

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. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless unless you know how to use this information to improve your business outcome. You have an Emotional Signature right now.

Customer emotions 365

Customer emotions Consulting Consulting Customer Experience 365

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” I have used them many, many times.

Customer Experience 222

Customer Experience Consulting Consulting Customer centricity 222

Beyond Philosophy

OCTOBER 6, 2014

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. Where does your experience stop? Why or why not? Where does it start?

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

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. Where do customer relationships feature on those journey maps?

Journey mapping 174

Journey mapping Customer emotions Customer effort B2C 174

Beyond Philosophy

JANUARY 23, 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. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

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. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works. Grocery stores understand this.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

MARCH 13, 2021

We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill. Therefore, it is essential that you are deliberate about which specific emotion you evoke (for example, we want more good than ill). .” Design that into your Customer Experience.

Journey mapping 282

Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

MARCH 1, 2019

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience.

Customer emotions 246

Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

MARCH 29, 2016

These results are consistent with what we have learned in conducting customer mirrors. When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. Do you believe them?

Consulting 283

Consulting Consulting Advertising Scripts 283

Enghouse Interactive

JULY 23, 2021

The Peak-End rule states that people remember an experience’s strongest emotion (the Peak) and its concluding emotion (the End). These emotions could be positive or negative. In a contact centre, organisations should understand: What is the Peak emotion of the call?

Customer emotions 98

Customer emotions Management Consulting Consulting 98

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars. Clues Send Signals in Experiences.

Customer emotions 328

Customer emotions Consulting Consulting Customer Experience 328

Beyond Philosophy

MARCH 17, 2022

I’ve been married to my wife, Lorraine, now for 40 years and made a lot of deposits into Lorraine’s emotional bank account, and vice versa. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. I take care of her, and she takes care of me. .

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It is the same exercise with customers. A customer walks into a Customer Experience feeling something.

Journey mapping 374

Journey mapping Customer emotions Scripts Consulting 374

Beyond Philosophy

NOVEMBER 24, 2014

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. Most organizations know what their Customer rational expectations are.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. 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.

Consulting 222

Consulting Consulting Customer emotions Construction 222

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience. How to Measure Customer Emotions.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience? That’s an easy answer though.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

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. I wrote a book about this question, The Intuitive Customer.

Journey mapping 358

Journey mapping Banking Customer emotions Customer centricity 358

Beyond Philosophy

AUGUST 30, 2018

Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

Beyond Philosophy

JULY 26, 2019

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. ” It is not advisable to have a new Customer Experience program that you roll out without training.

Customer emotions 286

Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

MARCH 29, 2016

These results are consistent with what we have learned in conducting customer mirrors. When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. Do you believe them?

Consulting 150

Consulting Consulting Advertising Scripts 150

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. After we saw this pattern emerging, we decided that it was not enough to design the deliberate Customer Experience. We must also train the team to deliver the experience deliberately. Are you in a Customer facing role?

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

OCTOBER 6, 2014

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. Where does your experience stop? Why or why not? Where does it start?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

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. Where does your experience stop? Why or why not? Where does it start?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

JULY 18, 2016

The website says, “We are NOT charging for the customization; we feel that it is absolutely crucial to boost the self-confidence, self-esteem, and feelings of inclusion for little girls with limb loss, and that something as small as a doll that resembles them can have a profound effect on their mental and physical well-being.”.

Personalization 284

Personalization Customer emotions Consulting Consulting 284

Beyond Philosophy

NOVEMBER 16, 2016

As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. This is completely backwards thinking that turns a Customer Experience upside down. Designing a Customer-Focused Process. Then, fix it!

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

SEPTEMBER 5, 2020

Sometimes the brand promise and the actual Customer Experience create the Cognitive Dissonance for customers, creating problems for your customer-facing team. They are left trying to reconcile reality with what the customer feels the marketing promised them. appeared first on CX Consulting.

Customer emotions 287

Customer emotions Consulting Consulting Customer Experience 287

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.

Customer centricity 306

Customer centricity Consulting Consulting Customer emotions 306

Beyond Philosophy

OCTOBER 10, 2020

Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy.

Consulting 171

Consulting Consulting Customer emotions Customer Experience 171

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). Finally, you measure it.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 414

Customer emotions Education Consulting Consulting 414