Consulting Customer emotions Personalization Webinar 
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 How your customers feel about your experience is the most significant factor to your Customer Experience success.
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. So, What Do We Mean by Authentic Emotion Measurement?
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COPC
APRIL 1, 2024
Personalized Agent Training The adoption of digital gamification is a major component of this change. In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. This method offers a more personalized and adaptable training experience.
Beyond Philosophy
SEPTEMBER 26, 2016
It can also be called a trigger, e.g., the person has just heard troubling news. The routine is the habitual behavior, e.g., the person begins chewing on his or her fingernails and cuticles. Now, you feel the emotional result the habitual behavior produces, e.g. the happy, relaxed feelings chewing on one’s fingernails inspires.
Beyond Philosophy
JANUARY 28, 2015
Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! Personally, I value people who challenge me in a positive way… this means not just saying “Yes!”
Beyond Philosophy
JULY 13, 2016
On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. Q: Is Personalization imperative for Customer Experience. How to Measure Customer Emotions.
Beyond Philosophy
JANUARY 26, 2015
It is the responsibility of an organization to put the Customer at the center of everything they do, and to design a deliberate experience showing this. Anything else gets my personal VETO. Read more about the book and register for the webinar, here. 4 Ways to Gain Customers’ Trust in Data Security.
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