Consulting Customer emotions Management Sales 
Beyond Philosophy
OCTOBER 25, 2019
Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. However, too many organizations do not get specific enough about customer emotions. That is ridiculous.
Beyond Philosophy
MAY 28, 2021
They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.
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Beyond Philosophy
APRIL 18, 2017
But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Customers aren’t as loyal as you think they are. We use a process called Customer Mirrors to make these assessments and provide practical recommendations. Appeal to your customers’ emotions.
Beyond Philosophy
JULY 13, 2021
Unfortunately, after the trampoline arrived, the installation did not go smoothly, and my cohost’s friends spent the next few weeks managing a series of problems with it. ” In my mind, the delivery was Apple’s to manage, not mine. Managing the Customer’s Expectations about Outsourced Experience is Critical.
Beyond Philosophy
NOVEMBER 10, 2014
Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Focusing on rewarding these, however, is not conducive to Customer Centricity.
Beyond Philosophy
MAY 17, 2017
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. It is still all about emotions.
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.
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