Beyond Philosophy

DECEMBER 11, 2020

Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Be specific.

Customer emotions 435

Customer emotions Management Journey mapping Customer advocacy 435

Beyond Philosophy

FEBRUARY 5, 2015

Committing to customer experience: applying the concepts. Building and running a customer experience program. Employee engagement and ambassadorship: linking to customer behavior. Customer advocacy and brand bonding measurement. Behavioral economics and customer experience.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

PeopleMetrics

AUGUST 6, 2014

In addition to handing twenty dollars to everyone who came to specific Canadian locations and depositing the same amount to online banking customers, last week TD transformed their normal ATMs into Automated Thanking Machines for 12 very lucky customers. Community institutions received a NPS of 46, whereas national banks scored only 9.

Banking 94

Banking Customer advocacy Customer emotions Personalization 94

aircall

JUNE 30, 2021

Many customers also prefer reaching out to companies via social media channels. In fact, answering a complaint posted online can increase customer advocacy by as much as 25%. On the other hand, failing to address a complaint on social media can decrease customer advocacy by as much as 50%.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62