Beyond Philosophy

APRIL 19, 2019

In this episode of The Intuitive Customer podcast, our guest Professor Bill Hedgecock from the Carlson School of Management at the University of Minnesota shares his expertise on facial recognition and facial expression analysis technology and its application in Customer Experience programs.

Customer emotions 286

Customer emotions Consulting Consulting Technology 286

Beyond Philosophy

JUNE 17, 2019

When you sheepishly admit that you do not, she studies her sheet of paper for a bit, then consults with another staff member. In some restaurants, the person who brings out the food is not even the same person who took the order! Why You Must Create and Sustain a Customer-Centric Culture. Whew, you think.

Customer centricity 304

Customer centricity Consulting Consulting Scripts 304

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. As Aagaard points out, which gym a person joins is often driven by where the gym is. 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” So, the company added the words “Find your gym.” Sources: Aagaard, Michael. “10

Consulting 305

Consulting Consulting Customer emotions Morale 305

Beyond Philosophy

FEBRUARY 1, 2016

Let’s look at customer interactions. Halpern cited a study of applicants at a job center. But when the text was personalized by addressing the applicant by name and having a person sign the text, the response rate increased. They merely reached out in a personal and encouraging way.

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

DECEMBER 25, 2017

Case Study: Enhance Your CX With This Technology. Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone. Who Wins—Brand or Customer Experienc e? An example is the tempo of music played at the grocery store. Sign up here.

Advertising 298

Advertising Entertainment Customer emotions Customer Experience 298

Beyond Philosophy

SEPTEMBER 4, 2015

The same can be true for Customers. This is called choice architecture, which psychologists have studied for decades. How you present information affects what choices a person makes, although some presentation styles are more effective with different types of people. How Customers Make Decisions.

Customer Experience 337

Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

JUNE 1, 2015

Through partnership, Sainsbury’s offers customers a broader and deeper value proposition; and Nectar also generates data from coalition partners which it uses to better target promotions to customers. Solve Customer and Industry Pain Points. Allocate Loyalty Reinvestment to the Most Valuable Customers.

Airlines 211

Airlines Entertainment Consulting Consulting 211

Beyond Philosophy

JUNE 11, 2015

Consumers seem to be increasingly aware of the benefits, in both purchases and information, that they are providing to vendors, and they are putting more and more pressure on these companies, in both loyalty programs and the act of shopping and the purchase transaction itself, to provide more personal value.

Gamification 265

Gamification Big data Personalization Feedback 265

Toister Performance Solutions

JULY 25, 2019

In the meantime, she subscribed using her personal email address so she could continue receiving the weekly emails. A 2019 study from SuperOffice found that just 20 percent of companies fully answered a customer's question on the first reply. Build Relationships Follow-up allows you to build rapport with customers.

CRM 74

CRM Customer emotions Feedback Personalization 74

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. However, what the Forrester Consulting survey revealed is that this real-time data isn’t helping CX, at least not at the moment. What is a CX Data Platform?

Consulting 322

Consulting Consulting Customer emotions Personalization 322

Dialer 360

JANUARY 29, 2019

Whereas, speech analytics software allows the organization to capture and analyze act on audio data collected from customers calls. It gives the quality ability to enhance customer service based on underlying customer emotions. To improve the customer service, it allows them to pinpoint their call center.

Contact Center 20

Contact Center Call Center Customer centricity Customer emotions 20

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 365

Employee engagement Consulting Consulting Enterprise 365

aircall

JUNE 30, 2021

You should always aim to have a 100% customer retention rate, but it’s important to remember that this number depends on the industry. Based on a recent study conducted by Statista, here are the top four average customer retention rates across different industries: Retail: 63%. Media: 84% .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62