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 175

Journey mapping Customer emotions Customer effort B2C 175

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 195

Customer emotions Journey mapping Management 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. appeared first on CX Consulting. AI isn’t perfect.

Journey mapping 195

Journey mapping Customer emotions Consulting Consulting 195

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Taking Journey Mapping to the Next Level. Customers are Irrational: Stop Fighting It. Please click here to learn more. appeared first on Beyond Philosophy.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

OCTOBER 6, 2014

The symptom is a poor experience; the cause is their lack of Customer centricity. Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. Here is the issue.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

OCTOBER 6, 2014

The symptom is a poor experience; the cause is their lack of Customer centricity. Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. Here is the issue.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

The symptom is a poor experience; the cause is their lack of Customer centricity. Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. Here is the issue.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150