Course Customer emotions Customer Experience Journey mapping 
ShepHyken
OCTOBER 6, 2022
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?
Beyond Philosophy
DECEMBER 11, 2020
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. Why do we do customer journey maps?
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Beyond Philosophy
AUGUST 1, 2019
I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. We enable this understanding through behavioral Journey Mapping , which we have discussed in the past.
Beyond Philosophy
MARCH 12, 2015
When it comes to the emotional journey during this new and improved process, most organizations cross their fingers and hope for the best. It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact.
Beyond Philosophy
FEBRUARY 1, 2016
In a Customer Experience setting, a similar nudge could look like this: As you walk into a clothing store, a salesperson compliments you on your sweater. When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience.
PeopleMetrics
NOVEMBER 1, 2022
Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?
Beyond Philosophy
FEBRUARY 28, 2016
In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.
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