Consulting Customer emotions Customer Experience Surveys 
Beyond Philosophy
MARCH 7, 2024
Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. Moving the needle toward that increase in value is what emotions do.
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. Also, I appreciate that it talks about a recommendation, which encapsulates the emotional aspects of a 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. Let’s take a look at a few different ways you can get feedback on customer emotions.
Beyond Philosophy
FEBRUARY 22, 2019
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you.
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. Incorporating ways to measure and manage customer emotions is critical for your business strategy today.
Beyond Philosophy
OCTOBER 2, 2017
As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Emotions are irrational, however, and inspire irrational behavior.
Beyond Philosophy
OCTOBER 23, 2021
Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. Not long after that, Joe Pine co-authored a book called The Experience Economy , that changed the way at looked at the future of business.
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