Customers Emotions are Predictable

Beyond Philosophy

Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Over 50% of any Customer Experience behavior is driven by emotions. It’s emotional and because of that, we assume it’s unpredictable. Here’s where predicting the intensity of negative emotions comes in handy.

Guest Blog: How to Manage Customer Emotions


Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Every customer goes into a service environment, from barbershop to bank office, with emotions that color his or her expectations. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.


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The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

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?” Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.

How To Measure Customer Emotions

Beyond Philosophy

What emotions should we be measuring? The post How To Measure Customer Emotions appeared first on. How do we measure a feeling? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. Podcast

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

How To Measure Customer Emotions

Beyond Philosophy

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. The most common way to measure emotion is the Net Promoter Score (NPS). Effectively, NPS estimates how likely a customer is to recommend your product or service to their friends and family. Your most loyal customers are promoters and have high NPS scores.

The Secret of Measuring Customer Emotions

Beyond Philosophy

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.

Why Do Customer Emotions Matter?

Beyond Philosophy

Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? Colin Shaw and Prof. How are they evoked? appeared first on. Podcast

How Do I Evoke Customer Emotions?

Beyond Philosophy

Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researchers have evoked specific emotions, what they mean, and how you can use them. The post How Do I Evoke Customer Emotions? Colin Shaw and Prof. appeared first on. Podcast

The 5 Rules for Measuring and Managing Customer Emotions

Beyond Philosophy

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Key Ideas to Improve your Customer Experience. Managing emotions can feel overwhelming.

Customers Are Irrational!

Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy

Customers are Irrational! Therefore, why do we design Customer Experiences assuming Customers are logical beings who make logical decisions? To move your Customer Experience to the next level you need to move your thinking to the next level.

How to Measure Customer Emotions

Beyond Philosophy

Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers. The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions?

How To Measure Authentic Customer Emotions In Real Time

Beyond Philosophy

There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you. Using technology, you can now measure customer’s emotions in real time! Critically you can measure their AUTHENTIC emotions, i.e:

How Can We Measure Customer Emotions in Our Digital World

Beyond Philosophy

How Can We Measure Customer Emotions in Our Digital World. However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. With guest Dr. Bill Hedgecock, professor at the University of Minnesota in the Carlson School of Management, we explore the power of facial recognition with facial expression analysis software and what it can do to help you improve your Customer Experience.

3 Tools to Measure Authentic Customer Emotions in Real-Time

Beyond Philosophy

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience. Let’s take a look at a few different ways you can get feedback on customer emotions. My Advice for Customer Emotions Research.

Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. .

Why Managing Customer Emotions Is Even More Than You Think

Enghouse Interactive

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today.

How to Measure Customer Emotions

Beyond Philosophy

Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers. The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions?

Predicting customer emotion in the contact center

TELUS International

Next-Gen Technology

Leverage Your Business Growth with Customer Emotions

ProProfs Chat

10 Tips for Connecting with Customers Emotionally

NICE inContact

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated. That means connecting with customers emotionally is the task of the customer service agent.

Understanding the Impact and Importance of Customer Emotions: a Q&A with Maria Pocovi

Call Center Weekly

Lately, there has been great emphasis placed on customer experience, and customer journey mapping. Through insights gained, we in customer service are aware of the importance of utilizing soft skills to better enhance a customer's experience, as well as improving the level of service and support. But what insights can we learn by understanding the emotions of customers? What is facial emotional recognition, and how does it work?

Playing to customers’ emotions in financial services

TELUS International

Learn how leading fintech firms are building emotional connections with their customers

How Customer Emotions Can Build or Break Your Profitability

Kristina Evey

The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on emotions and communication and can get us into trouble if we are not in tune with our partner. Being in tune with your customer while working with them is just as crucial, especially if you plan to stay in business and be successful. Emotions Drive Most Buying Decisions.

Customer Emotion: How to Understand, Measure, and Deliver an Emotional Engagement Strategy

Rant And Rave

Companies spend a great deal of time, effort and money gathering and evaluating mountains of customer data in their increasing desire to optimise the customer experience and maximise customer value. Customer Emotion

Why We Think Things Are Good When They Are Bad

Beyond Philosophy

As the usability interface worsened, I started to make excuses for them as a loyal customer. It creates a conflict for customers, which is terrible for your customer-facing employees on the front lines. Remember that customers can’t always tell you what they want.

Are Your Customers Emotionally Unavailable?

CX Journey

Image courtesy of GawdZilla Are you customers emotional about your brand? or are they emotionally unavailable? Emotion is the big buzzword in customer experience right now; it's all the rage. Here's what some customer experience folks are saying about it. Temkin Group proclaimed 2016 The Year of Emotion. They reported that, out of three factors that impact customer loyalty and drive the customer experience, emotion has the most significant impact.

Digital Transformation Didn’t Work: This Is What You Should Do Now

Beyond Philosophy

Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. When added to an overall stagnation of the Customer Experience movement, digital transformation does not deliver the results that firms expected.

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. You might remember how I came to this field of Customer Experience almost 20 years ago after years of working in the corporate world.

The Emotion Connection: Tapping into the Science of Human Emotion to Deliver More Valuable Experiences

Contact Center Pipeline

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions and body language were simply innate traits and a process of evolution in “The Language of Emotions” (1872).

Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense. Last year, we doubled the number of downloads for our Podcast, The Intuitive Customer , and I didn’t think it was that good; I wanted them tripled!

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.

Training Employees on Nonverbal Clues

Beyond Philosophy

When you hear a person (read Customer) sigh, what do you think they are communicating? People mostly interpret sighing from others as conveying a negative emotion (in the study, ten times more often than positive emotions), usually sadness. When we train front line people on how to read nonverbal communication, we recognize this is a critical part of emotional intelligence. Happiness Exploded: There’s More to Positive Emotions Than You Think.

Customer Centricity: Bridging the Gap Between Expectations and Experience

Contact Center Pipeline

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed that while 80% of companies surveyed believed that they provided a superior experience to their customers, a mere 8% of customers held that same view. Customer Experience call center contact center customer emotion customer experience customer journey mapping customer personas empathy mapping employee feedback VoC

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. are ways to ease the customer decision making. .

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Expectations are associated with our choice of vacation, the gifts we give and receive at the holidays, and the Customer Experiences we receive from the organization. Disappointment is an emotion caused by the nonfulfillment of your hopes or expectations. How Emotions Generate $$$$.

When customer emotion is snow joke: how to keep customers happy in bad weather

Rant And Rave

80% of customer decisions are driven by emotion. The trouble is, emotions are notoriously difficult to manage, control and even understand. No matter how bright and cheerful your customer service is, unexpected events will crop up and it’s these very events that can turn customers into Ranters, often more quickly than you can say ‘incoming angry Tweet’. Customer Experience

#CXDay: You Gotta Understand Expectations if You Wanna Meet Them

Creative Virtual

This celebration is an opportunity to recognize the professionals who create and deliver great customer experiences and to share insights into how to make our CX strategies better. But most importantly, it requires a true understanding of your customers’ expectations.

Losing Customers Trust is the Worst Penalty VW Will Face

Beyond Philosophy

I find it beyond belief how large organizations can cheat and lie to their Customers. Because they lied to their Customers. VW is a HUGE brand, and they have just lied to customers. Trust is a basic emotion. It is essential to building Customer loyalty. When will companies learn to stop lying to their Customers? So sure, VW might lose their stock value, and be fined billions of dollars, but I think their real loss is the trust of their Customers.

3 Ways Customers’ Minds Plays Tricks on Them

Beyond Philosophy

Instead, it’s a system of lazy thinking based on emotion, not logic. System one is fast, doesn’t take much energy to do, and is based on emotion. Discovering What Customers Don’t Know Themselves. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. The post 3 Ways Customers’ Minds Plays Tricks on Them appeared first on. I often say people are irrational, but only because they are.