Beyond Philosophy

OCTOBER 22, 2015

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.

Customer emotions 91

Customer emotions Airlines Consulting Consulting 91

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. How much emotion is the customer likely to have?

Customer emotions 102

Customer emotions Management Banking Personalization 102

Beyond Philosophy

APRIL 20, 2016

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?

Customer emotions 95

Customer emotions Metrics Government Coaching 95

Call Center Weekly

NOVEMBER 6, 2017

Lately, there has been great emphasis placed on customer experience, and customer journey mapping. But what insights can we learn by understanding the emotions of customers? I believe in more human machines interacting with us according our emotions helping us.

Customer emotions 169

Customer emotions Journey mapping Technology Travel 169

Beyond Philosophy

JULY 16, 2015

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 78

Customer centricity Customer emotions Personalization Marketing 78

Beyond Philosophy

DECEMBER 23, 2014

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.”. Disappointment is an emotion caused by the nonfulfillment of your hopes or expectations.

Travel 85

Travel Marketing Customer emotions Consulting 85

Beyond Philosophy

NOVEMBER 4, 2014

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. are ways to ease the customer decision making. .

Sales 78

Sales Customer emotions Consulting Consulting 78

Beyond Philosophy

FEBRUARY 28, 2016

Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. In a recent article, Robert Passikoff, CEO of Brand Keys, presented statistics which demonstrate the extent to which consumer response to experiences, and the resultant impact on decision processes, has become emotion-dominant. It is also an essential element of customer-centricity. Michael Lowenstein, Ph.D.,

Journey mapping 60

Journey mapping Enterprise Customer centricity Banking 60

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. In addition, music has the ability to take us back in time to emotions we felt, even to the music of our parents or grandparents as is depicted in the Apple ad.

Marketing 123

Marketing Advertising Consulting Consulting 123

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Most brands and corporations get by on transactional approaches to customer relationships. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

B2C 117

B2C Customer advocacy B2B Customer Experience 117

Beyond Philosophy

NOVEMBER 11, 2014

When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women. “ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Marketing 124

Marketing Finance Employee engagement Coaching 124

Beyond Philosophy

JANUARY 28, 2015

“ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Hiring Customer Ready Employees.

Coaching 119

Coaching Personalization Consulting Consulting 119

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Accountability 122

Accountability Employee engagement Marketing Consulting 122

Beyond Philosophy

DECEMBER 22, 2014

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences.

Customer Experience 119

Customer Experience Employee engagement Sales Personalization 119

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Customer Satisfaction results in a higher share price. Keeping Customers results in a high increase in value.

Customer Experience 122

Customer Experience Upselling Construction Banking 122

Beyond Philosophy

JUNE 4, 2015

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. Train customer staff across all channels. Customer-facing staff should know how to use all the channels you have available.

Technology 102

Technology Marketing Sales Consulting 102

Beyond Philosophy

OCTOBER 6, 2015

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.

Banking 95

Banking Government Engineering Sales 95

Beyond Philosophy

DECEMBER 3, 2015

Wouldn’t it be great if you could truly predict Customer’s behavior. For those of you that do not know about this, behavioral economics embraces the fact that often Customers make irrational decisions and as a consequence this affects what they buy. In short, you need to embrace the fact that Customers are irrational. Let us start with three simple questions: What emotions are you trying to evoke in your Customers?

Marketing 78

Marketing Analytics Consulting Consulting 78

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity.

Customer Experience 113

Customer Experience Journey mapping Consulting Consulting 113

Beyond Philosophy

AUGUST 18, 2015

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.

Personalization 95

Personalization Customer emotions Customer Service Customer Experience 95

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Undertake what we call a Customer Mirror.

Real estate 109

Real estate Customer Experience Construction Engineering 109

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience.

Consulting 95

Consulting Consulting Customer emotions Marketing 95

Beyond Philosophy

OCTOBER 29, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. Well, there you have it!

Customer Experience 109

Customer Experience Banking Finance Government 109

Beyond Philosophy

OCTOBER 14, 2014

In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Trust and the Customer Experience. Emotions are an important part of any customer experience. Is Trust Really an Emotion?

Consulting 102

Consulting Consulting Customer emotions Marketing 102

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior. Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement.

Airlines 92

Airlines Enterprise Wait times Customer Service 92

Beyond Philosophy

NOVEMBER 19, 2014

Great ads create a great emotional connection, and many times, don’t even involve a product or service. When you evoke emotions that create a good memory based on the content of your ad, you create Customer Expectations for your experience.

Sales 99

Sales Consulting Consulting Marketing 99

Beyond Philosophy

AUGUST 12, 2015

Wouldn’t it be great to know exactly what your Customers were feeling when they experience your products or services? Well, that day has come a bit closer as a new study out of Cornell University discovers that the brain has certain codes that it uses to interpret our emotions. We know that 50% of a Customers Experience is about how a Customer feels. These findings out of Cornell show us that emotions are not as nebulous and hard to measure as popular opinion believes.

Feedback 88

Feedback Personalization Customer emotions Customer Service 88

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Your Customers have behaviors that cost your organization money.

Marketing 95

Marketing Consulting Consulting Customer emotions 95

Beyond Philosophy

DECEMBER 22, 2015

Video creates consumer involvement, conveys rich information, and builds an emotional connection with a brand or company, often through advanced neuroscience approaches. Beyond video, there’s documented proof of how all elements of content can effectively leverage customer behavior. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Marketing 81

Marketing Engineering Sales Consulting 81

Beyond Philosophy

JULY 14, 2015

There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided. To that end, here are three ways you can identify how you are making your relationship with Customers one-sided: #1: You don’t take no for an answer. Of course, Customers can’t always feel like they lose either.

Personalization 83

Personalization Customer emotions Marketing Customer centricity 83

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

Customer Experience 95

Customer Experience Scripts Accountability Technology 95

Beyond Philosophy

SEPTEMBER 17, 2014

Prejudice exists in Customer Experience as well. There are some points he makes in the video that I think warrant a closer look, particularly as they relate to Customer Experience. Subconscious or gut instincts affect our decisions about Customer Experiences as well.

Government 95

Government Consulting Consulting Customer Experience 95

Beyond Philosophy

SEPTEMBER 5, 2014

I would argue that this is not only a great strategy for customers, but also for your customers. Not only that, employee engagement is a key aspect for the Customer Experience. 5 Key Aspects of a Successful Customer Experience Program.

Employee engagement 95

Employee engagement Customer emotions Personalization Customer centricity 95

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. This is a law for the “non-Customer centric” organizations.

Customer centricity 85

Customer centricity Government Banking Accountability 85

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Are customer experiences ‘human’ and branded?

Airlines 83

Airlines Enterprise Engineering Advertising 83

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Enterprise 73

Enterprise Airlines Engineering Education 73

Beyond Philosophy

NOVEMBER 3, 2014

Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. As we have said in other posts, changing customer’s behavior can be difficult (Link once published). Logistics or Customer Habits?

Marketing 85

Marketing Transportation Customer emotions Customer centricity 85