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

ShepHyken

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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Talking Trash: How Damaged Goods Kill Sales

Beyond Philosophy

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

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Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. However, that doesn’t mean that the organization can’t ensure the third-party partner delivers the proper Customer Experience. Subscribe today right here.

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5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

Beyond Philosophy

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

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Make This Change – Your Business Depends On It!

Beyond Philosophy

Customer-centricity requires you to put the Customer at the center of everything you do. They are focused on sales or margins or operational efficiency, and, to be fair, these areas are crucial to any business. In fact, customer-centricity will result in improvements to these areas. How is Your Organization Focused?

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Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience. The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. Unbelievable!

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Changing Customer Behavior with a Little Nudge

Beyond Philosophy

Have you ever left a retail store after a sales associate approached you for the third time to tell you about a special offer? When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience. We use a tool called Behavioral Journey Mapping.