Consulting, Customer emotions and Customer retention

The 5 Rules for Measuring and Managing Customer Emotions

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. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Click here to learn more.

Customer emotions

Customer emotions Journey mapping Management Consulting

How Can We Measure Customer Emotions in Our Digital World

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

Customer emotions

Customer emotions Customer retention Consulting Consulting

Guest Post: The Biggest Value Driver That is Not on Your Journey Map

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. Why is this important, you might ask? Source: Gartner.

Journey mapping

Journey mapping Customer emotions Customer effort B2C

Incredible! Why so many organizations are missing this massive opportunity!

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. appeared first on CX Consulting. AI isn’t perfect.

Journey mapping

Journey mapping Customer emotions Consulting Consulting

6 Key Factors to Improve Customer Retention

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention

Customer retention Customer advocacy Wait times Brand ambassadors

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience

Customer Experience Customer retention Upselling Banking

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

Beyond Philosophy

MARCH 12, 2015

The post Are you Irrational: 7 Questions to See If You Are Irrational? appeared first on Beyond Philosophy.

Customer emotions

Customer emotions Journey mapping Customer centricity Customer retention

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer Experience

Customer Experience Customer centricity Journey mapping Consulting

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

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing

Marketing Customer emotions Employee engagement Customer centricity

How to Get People to Do What You Want

Beyond Philosophy

JANUARY 23, 2015

Blogs Leadership CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer experience books customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction customer (..)

Customer emotions

Customer emotions Customer centricity Customer retention Consulting

Unbelievable! Reviewers Blamed for Movie Flops!

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer centricity

Customer centricity Consulting Consulting Customer emotions

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience

Customer Experience Customer centricity Customer emotions Employee engagement

Subconscious Clues That Call People to Action

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”.

Consulting

Consulting Consulting Customer emotions Morale

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

NOVEMBER 18, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity

Customer centricity Customer emotions Customer retention Consulting

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. View our books on Customer Experience here. Make sure that your use of data adds value to their experience. Which ones do poorly?

Customer retention

Customer retention Customer emotions Customer centricity Consulting

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer centricity

Customer centricity Customer retention Customer emotions Airlines

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions

Customer emotions Customer centricity Customer retention Consulting

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines

Airlines Transportation Customer centricity Employee engagement

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

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity

Customer centricity Customer emotions Employee engagement Customer retention

Telecoms in Mumbai: What It Teaches Us about India and CX

Beyond Philosophy

AUGUST 10, 2016

or waiting for the tube in London, the consumers in the Asia Pacific region expect you to provide a customer-centered experience. As Customer Experience consultants, we have asserted since 2002 that the global marketplace necessitates a focus on your competitive differentiation. How to Measure Customer Emotions.

Wireless

Wireless Self service Surveys Consulting

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience

Customer Experience Customer centricity Scripts Customer emotions

‘Top 50 Marketing Thought Leader’ Reveals Latest Trend

Beyond Philosophy

DECEMBER 3, 2015

So, understanding that Customers are irrational, embracing behavioral economics, using this to predict their behavior and finally designing your experience and training people on how to convert customers emotions is the new world. Welcome to the new world of practical behavioral economics!

Marketing

Marketing Customer emotions Consulting Consulting

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

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience

Customer Experience Banking Customer emotions Employee engagement

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

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions

Customer emotions Employee engagement Customer centricity Customer retention

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Customer Experience

Customer Experience Customer centricity Journey mapping Customer emotions

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Customer Experience

Customer Experience Customer centricity Journey mapping Customer emotions

Losing Customers Trust is the Worst Penalty VW Will Face

Beyond Philosophy

OCTOBER 6, 2015

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Losing Customers Trust is the Worst Penalty VW Will Face appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Banking

Banking Consulting Consulting Government

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

Beyond Philosophy

JULY 5, 2015

. – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer centricity

Customer centricity Complaint resolution Banking Enterprise

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

“The number of customers is increasing at an alarming rate, and for the same reason more customers are opting for online premises for transaction and purchase. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation.

call center software

call center software Best practices Call Center Interactive Voice Response

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

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines

Airlines Entertainment Consulting Consulting

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

Beyond Philosophy

JUNE 11, 2015

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? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification

Gamification Big data Personalization Feedback

Customer Experience in Financial Services: A Comprehensive Guide

Balto

SEPTEMBER 12, 2023

These detailed insights enable you to create personalized experiences for your customers, which make it easier to foster long-lasting relationships with them. By showing each customer that you “remember” that last issue they had with your services, you’ll earn their trust and boost customer retention.

Customer Experience

Customer Experience Customer centricity Coaching Analytics

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

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. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines

Airlines Marketing Enterprise Advertising

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C

B2C B2B Metrics Entertainment

Customer Contact Central

The 5 Rules for Measuring and Managing Customer Emotions

How Can We Measure Customer Emotions in Our Digital World

Trending Sources

Guest Post: The Biggest Value Driver That is Not on Your Journey Map

Incredible! Why so many organizations are missing this massive opportunity!

6 Key Factors to Improve Customer Retention

5 Facts to End the ROI Debate on Customer Experience

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

Why Most Customer Experience Programs Fail

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

How to Get People to Do What You Want

Unbelievable! Reviewers Blamed for Movie Flops!

5 Reasons Your KPIs Are Hurting Your Customer Experience

Subconscious Clues That Call People to Action

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

4 Ways to Gain Customers’ Trust in Data Security

eBay & PayPal’s Split is Good for Customers

Don’t Disappoint your Customers this Holiday Season

3 Examples of Change for the Better in Airlines

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

Telecoms in Mumbai: What It Teaches Us about India and CX

How to Make or Break Your Customer Experience

‘Top 50 Marketing Thought Leader’ Reveals Latest Trend

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

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

Why Most Customer Experience Programs Fail

Why Most Customer Experience Programs Fail

Losing Customers Trust is the Worst Penalty VW Will Face

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

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

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

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

Customer Experience in Financial Services: A Comprehensive Guide

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

When B2B and B2C Key Performance Metrics Flatline….

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