Beyond Philosophy

FEBRUARY 22, 2019

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.

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Customer emotions Customer Experience Surveys Consulting 312

Beyond Philosophy

DECEMBER 20, 2019

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. . Organizations don’t consider customer emotions enough.

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Customer emotions Customer Experience Call Center Consulting 390

Beyond Philosophy

AUGUST 24, 2018

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?

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Customer emotions Customer Experience 236

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

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Customer emotions Customer Experience Customer retention Consulting 304

Beyond Philosophy

DECEMBER 5, 2020

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. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Click here to learn more.

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Customer emotions Management Journey mapping Customer Experience 195

Beyond Philosophy

MARCH 7, 2019

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.

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Customer emotions Surveys Customer Experience Consulting 305

Beyond Philosophy

OCTOBER 22, 2015

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Customers Emotions are Predictable appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Customer emotions Airlines Customer Experience Consulting 401

ShepHyken

DECEMBER 2, 2016

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. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.

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Customer emotions Management Banking Personalization 320

Beyond Philosophy

JULY 20, 2018

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? How are they evoked? appeared first on.

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Customer emotions 218

Beyond Philosophy

APRIL 20, 2016

The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Boone Pickens , Founder, Chairman and CEO at BP Capital and TBP Investments Management. Find Love in Whatever Form It Comes in For You ” — Janine Allis , Founder of Boost Juice.

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Customer emotions Customer Experience Metrics Consulting 282

Beyond Philosophy

APRIL 20, 2016

The post How to Measure Customer Emotions appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Boone Pickens , Founder, Chairman and CEO at BP Capital and TBP Investments Management. Find Love in Whatever Form It Comes in For You ” — Janine Allis , Founder of Boost Juice.

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Customer emotions Customer Experience Metrics Consulting 150

Call Center Weekly

NOVEMBER 6, 2017

But what insights can we learn by understanding the emotions of customers? How can we better position ourselves as a brand by viewing the journey and experience through the lens of customer emotions? Also, develop an your emotional strategy, and understand the emotion of your brand.

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Customer emotions Customer Experience Journey mapping Customer Service 174

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? Source: Gartner.

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Journey mapping Customer emotions Customer effort Customer retention 207

NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal.

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Customer emotions Contact Center Customer Service CRM 59

Enghouse Interactive

JULY 23, 2021

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. Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy.

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Customer emotions Management Customer Experience Consulting 98

Beyond Philosophy

MARCH 1, 2019

Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions. Those that do measure customer emotions don’t think about how they will use it. To measure customer emotions, you need the proper tools to do a job.

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Customer emotions Customer Experience Customer centricity Consulting 246

TELUS International

JANUARY 31, 2020

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Contact Center Customer emotions Technology 129

ProProfs Blog

MARCH 15, 2019

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Customer emotions 137

Beyond Philosophy

MARCH 4, 2019

Now, machines are developing emotional intelligence as well. 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.

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Customer emotions Customer Experience Consulting Consulting 256

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. Rule #2: Recognize that customer emotions apply. . Typically, you get three or four to focus on the goal and embrace the idea of delivering customer emotions with the experience. Focus on the art of the possible.

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Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

DECEMBER 13, 2019

Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.

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Customer emotions Customer Experience Metrics Consulting 236

Beyond Philosophy

MARCH 13, 2021

Here are some highlights of the discussion: 01:53 Colin explains why Valued and Cared For are such important emotions regarding Customer Experiences. 05:42 Colin uses Ryan’s life experiences to demonstrate how you find the specific actions that evoke emotions for people by examining your own. Complete this short survey.

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Customer Experience Customer emotions Journey mapping Surveys 282

CX Journey

MAY 31, 2016

Image courtesy of GawdZilla Are you customers emotional about your brand? 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. your products? Are they passionate?

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Customer emotions Customer Experience Metrics Accountability 38

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.

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Customer emotions Customer Experience Consulting Consulting 364

Beyond Philosophy

OCTOBER 15, 2022

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. AI isn’t perfect. We did an interview with Broderick Turner, Ph.D.,

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Customer emotions Customer Experience Journey mapping Customer retention 195

TELUS International

OCTOBER 23, 2018

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

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Customer emotions 61

ShepHyken

JUNE 16, 2020

Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions.

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Customer emotions Customer Service Customer Experience 215

SmartKarrot

JULY 7, 2022

In fact, emotions are a huge driving factor behind any review or social mention. For customer experience to be improved, customer emotions are the key. In many cases, customer emotions are not measured. But first, what are customer emotions? Benefits of Measuring Customer Emotions.

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Customer emotions Customer Experience B2B Management 10

Kristina Evey

MAY 12, 2015

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.

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Customer emotions Customer retention Banking Customer Service 98

Beyond Philosophy

AUGUST 1, 2019

The Three Skills for Frontline Teams to Manage Customer Emotions. It comes down to three skills: Understanding the significance of customer emotions. Identifying what emotion the customer feels. Knowing how to manage the customer’s emotions to a valuable place.

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Customer emotions Customer Experience Journey mapping Scripts 373

ShepHyken

SEPTEMBER 2, 2020

I’m not sure that the word “customer” creates distance, but changing the word to something other than customer, such as people —or guest, client, member or even neighbor—could bring that customer emotionally closer.

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Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer centricity Customer Experience Customer emotions Consulting 419

Beyond Philosophy

MAY 15, 2021

In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply. Manage different customers differently. Key Ideas to Improve your Customer Experience.

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Customer Experience Management Customer emotions B2B 259

CSM Magazine

MARCH 16, 2023

Emotional intelligence plays a crucial role in improving the customer experience in several ways: 1. Building Rapport: Customers are likelier to trust and connect with agents who demonstrate empathy and understanding. Emotional intelligence also includes paying attention to details and picking up on subtle cues.

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Contact Center Customer emotions Customer Experience contact center solutions 52

Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

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Journey mapping Customer Experience Customer emotions Customer centricity 357

Beyond Philosophy

JANUARY 30, 2021

One challenge is that you cannot see how your digital experience affects customers because you aren’t there. However, as we covered in a different podcast about measuring customer emotions , there are ways to gather this data. 05:43 Ryan summarizes the findings from the research published about website first impressions.

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Customer Experience Customer emotions Call Center Consulting 195