Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

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Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

OCTOBER 15, 2022

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. Key Ideas to Improve your Customer Experience. AI isn’t perfect.

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Journey mapping Customer emotions Consulting Consulting 195

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.

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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

DECEMBER 10, 2015

You could have a great experience with a product or service, but if something unpleasant or disappointing happens at the end of that experience, that unpleasantness is the part that you remember. It can be the screech that ruins your Customer Experience. This rehearsal should be designed into your Customer experience.

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Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

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Journey mapping B2B Customer emotions Personalization 300

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. We enable this understanding through behavioral Journey Mapping , which we have discussed in the past.

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Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

MARCH 15, 2016

Evolved organizations set the dial on purpose , ( https://beyondphilosophy.com/is-your-customer-experience-accidental/ ) constantly adjusting it to achieve the highest positive customer emotions that are practical to deliver (consistently). Which dial will “move the CX needle” the most?

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Customer Experience Journey mapping Customer Care Customer emotions 271

Beyond Philosophy

MARCH 12, 2015

When it comes to the emotional journey during this new and improved process, most organizations cross their fingers and hope for the best. It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact.

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Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. Where does your experience stop? How is Your Organization Focused?

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Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

SEPTEMBER 25, 2017

Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. And linking data points throughout a journey is a step in the right direction. It’s All About Feelings.

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Big data Journey mapping Consulting Consulting 284

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. The symptom is a poor experience; the cause is their lack of Customer centricity.

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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. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

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Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

MARCH 1, 2017

Customers are not rational at all! After helping hundreds of clients assess their customer experience through tools such as customer mirrors and behavioral journey mapping , I know that emotions drive over half of a customer’s experience. Emotions are hard to define and measure.

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Journey mapping Customer emotions Consulting Consulting 288

Beyond Philosophy

FEBRUARY 1, 2016

In a Customer Experience setting, a similar nudge could look like this: As you walk into a clothing store, a salesperson compliments you on your sweater. When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience.

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Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

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Journey mapping Customer centricity Consulting Consulting 150

360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. That interaction is one of many steps for the customer.

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Journey mapping Customer emotions Customer centricity Contact Center 77

Balto

SEPTEMBER 12, 2023

As customers seek seamless and personalized interactions with their financial institutions, the financial services industry is facing new challenges accompanied by opportunities for improvement, particularly in CX (Customer Experience). A great customer experience goes hand in hand with customer loyalty.

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Customer Experience Customer centricity Coaching Analytics 52

ClearAction

NOVEMBER 26, 2017

Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. No one is exempt from playing a critical role in customer experience excellence.

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Customer Experience B2B Journey mapping Customer emotions 54

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I’ve also seen it start from HR because more and more companies are realizing that employee experience drives customer experience. Swati: Where do CX organizations typically sit within a company?

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Journey mapping Customer Experience Chief Customer Officer Metrics 40