Beyond Philosophy

OCTOBER 22, 2015

The key takeaways here are simple: Emotions are more predictable and more common amongst a group of people than you thought they were. When you predict emotions, you can plan to manage them to a better emotional outcome than if you don’t plan. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX.

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Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

APRIL 20, 2016

The NEV can help you see what’s happening in your Customer Experience at an emotional level, and how to make it the competitive differentiator that you need it to be. Don’t you think it’s time you knew what is going on in your Customer Experience? However, unless you measure your progress, you won’t know if you are.

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Customer emotions Metrics Consulting Consulting 150

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless unless you know how to use this information to improve your business outcome. The Emotional Signature® helps you find the answer.

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Customer emotions Consulting Consulting Customer Experience 364

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?

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Journey mapping Customer emotions Customer effort B2C 173

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

MARCH 1, 2019

In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Those that do measure customer emotions don’t think about how they will use it.

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Customer emotions Consulting Consulting Customer centricity 246

Beyond Philosophy

MARCH 29, 2016

These results are consistent with what we have learned in conducting customer mirrors. When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. Customers Emotions Are Predictable.

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Consulting Consulting Advertising Scripts 283

Beyond Philosophy

AUGUST 31, 2016

Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline. Getting the outcome you want requires educating people on how to get those results.

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Customer emotions Education Consulting Consulting 279

Beyond Philosophy

MARCH 17, 2022

I’ve been married to my wife, Lorraine, now for 40 years and made a lot of deposits into Lorraine’s emotional bank account, and vice versa. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. I take care of her, and she takes care of me. .

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Banking B2C B2B Construction 195

Enghouse Interactive

JULY 23, 2021

These emotions could be positive or negative. When applying these concepts to a customer experience organisations should understand how to positively define, engineer, and manage the memory of their customers. In a contact centre, organisations should understand: What is the Peak emotion of the call?

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Customer emotions Management Consulting Consulting 98

Beyond Philosophy

MARCH 13, 2021

Train your people on how to evoke these emotions. It is critical that you teach people how to carry out these actions appropriately. However, with a little training, many people can learn how to do it well. 18:33 Colin reflects on his personal experience to demonstrate how you train teams to recognize customer emotions.

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Journey mapping Customer emotions Consulting Consulting 282

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

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Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

MAY 15, 2021

In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply. Manage different customers differently. Key Ideas to Improve your Customer Experience.

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Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Having an opinion is critical whether you are an employee or a consultant.

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Consulting Consulting Customer emotions Construction 221

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.

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Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

AUGUST 1, 2019

In our most recent episode of our podcast, we talked about how you get the frontline teams to embrace the philosophy behind your Customer Experience program and deliver it. It starts with understanding the customer journey and how they feel during the different moments of their experience.

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Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

NOVEMBER 24, 2014

They know how quickly they want a delivery, how much people are willing to pay for their product, and what features it needs to have. What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. How to Make or Break Your Customer Experience.

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Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

MARCH 29, 2016

These results are consistent with what we have learned in conducting customer mirrors. When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. Customers Emotions Are Predictable.

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Consulting Consulting Advertising Scripts 150

Beyond Philosophy

OCTOBER 15, 2020

As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind. Clues Send Signals in Experiences.

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Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience? Customers are Irrational: Stop Fighting It.

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Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

AUGUST 30, 2018

You often learn a lot about the intricacies of an industry when you are a global Customer Experience consultant and the water company was no exception! It is a complicated business getting water to come out of the taps as a customer expects…but I digress). (Except that it does. In England, I have worked with a water company.

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Brand ambassadors Customer emotions Customer Experience Consulting 185

Beyond Philosophy

DECEMBER 7, 2016

As Customer Experience Consultants, we propose training that improves your employees’ understanding of all the factors that affect the Customer Experience (the rational, emotional, subconscious and psychological experiences). How to Measure Customer Emotions.

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Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

JULY 26, 2019

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. That’s exactly what happens if you don’t teach people how to deliver that new Customer Experience program.

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Customer emotions Consulting Consulting Customer Experience 285

Beyond Philosophy

JULY 18, 2016

In our customer experience consultancy, we have learned that emotions drive much of a customer’s behavior. Every company has its own emotional signature – a unique blend of customer emotions that can increase or destroy long-term value. How to Win Customers’ Trust Without Spending a Dime.

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Personalization Customer emotions Consulting Consulting 284

Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. I’m happy to report that when we changed our strategy for implementation, we did improve our emotional outcomes, but not just for customers. Are you in a Customer facing role? I am not surprised by any of these revelations.

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Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

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Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

MAY 8, 2019

So, the ratio of those emotions may be different depending upon the situation or the customer. In our global Customer Experience consultancy, we have found you can evoke two to four emotions that work in different situations around the world, although different cultures may require different emphases to get there.

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Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

NOVEMBER 16, 2016

If you want to keep your customers, it’s a good idea not to do things that make them feel disappointed. As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. Designing a Customer-Focused Process. Then, fix it!

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Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

SEPTEMBER 5, 2020

From a Customer Experience perspective, you want to help ease your customers’ uncomfortable feelings about it. Here are a few suggestions on how to manage it in your experiences: Understand Cognitive Dissonance and how it makes people uncomfortable. appeared first on CX Consulting. Click here find out more.

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Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

JULY 11, 2016

All of these connected devices are delivering Digital Customer Experiences. This chart makes it all too clear just how critical the impression your digital presence makes on your Customer. In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation.

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Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

JULY 2, 2020

In this issue, we will discuss how to avoid being one of them. Moreover, the organizations that reimagine their Customer Experience are managing customer emotions and providing opportunities for new customer behavior that builds excellent memories that bring them back for more. To learn more, please click here.

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Customer Experience Airlines Journey mapping Consulting 488

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 Consulting 387

Beyond Philosophy

OCTOBER 10, 2020

As Customer Experience managers, we must rise to meet this challenge by getting inside our customers’ minds. This episode of The Intuitive Customer hosts Lewis Carbone, Customer Experience expert and speaker, and founder of ExpereinceEngineering. Knowing how customers think is more valuable than what they think.

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Consulting Consulting Customer emotions Customer Experience 170

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

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Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 2, 2017

At our global customer experience consultancy, we address the emotional side of a customer’s experience by helping companies identify their Emotional Signature – a measure of their emotional engagement with customers. Are You Competition Obsessed? Beware of “The Complainers’!

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Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

DECEMBER 3, 2015

To do your job effectively you should understand how emotions are evoked and design this into your Customer Experience or campaign. You therefore need to understand behavioral economics and how to make the most of Customer’s irrationality. Welcome to the new world of practical behavioral economics!

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Marketing Customer emotions Consulting Consulting 218