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Uncover the incredible Impact on ROI of Harnessing Customer emotions

Beyond Philosophy

Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives. My global Customer Experience consultancy developed a research methodology that defines the hidden impact of your experience on customer behavior. She asked the right blokes about this one.

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Do You Use the Right Measures for Your CX?

Beyond Philosophy

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions.

Metrics 312
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Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Marketing 418
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What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

I’m sure there would have been such people, and those would be the ones with good positions and wealth who had a lot to lose. And here’s the key point, people hate losing much more than they like winning.

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

Callminer

“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.