Consulting Customer emotions Metrics Presentation 
Beyond Philosophy
AUGUST 15, 2019
Is it to reward people who interact with customers? The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll.
Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. It was a tough audience.
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Beyond Philosophy
NOVEMBER 9, 2016
The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom. This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. How to Measure Customer Emotions. 3 Critical Change Management Steps.
Beyond Philosophy
AUGUST 31, 2016
The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom. This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. How to Measure Customer Emotions. 3 Critical Change Management Steps.
Beyond Philosophy
OCTOBER 29, 2020
I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. Another cultural signal I always like to check is where Customer Experience falls on the meeting agenda. If it is at the end, then that tells me a lot.
Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. So, the debate continues.
Beyond Philosophy
NOVEMBER 8, 2017
Customer satisfaction is a lot like Maximus. Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. Entering the arena, Commodus dejectedly says to Maximus: “What am I going to do with you?
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