INDUSTRY INSIGHTS YOUR PEERS ARE READING
“ 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. MORE
A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Already there, you can see that they have an incomplete customer journey mapping process. MORE
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. MORE
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. MORE
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. But what are these emotions? The fact is emotions matter in Customer Experience. MORE
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. MORE
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. MORE
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. MORE
Identify and understand a customer’s drive and needs. Most of the buyer’s decisions are influenced by their emotions. Tapping into consumer emotions can, thus, give you a significant edge over your competition; allowing you to flexibly pivot your business. Listen to customers. MORE
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! MORE
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. MORE
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. MORE
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? MORE
As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion MORE
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. MORE
Learn how leading fintech firms are building emotional connections with their customers MORE
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. MORE
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. Colin Shaw and Prof. MORE
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). MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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., MORE
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? MORE
80% of customer decisions are driven by emotion. The trouble is, emotions are notoriously difficult to manage, control and even understand. Customer Experience MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. . MORE
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? MORE
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. Using technology, you can now measure customer’s emotions in real time! MORE
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. MORE
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. It can also be more accurate than what customers tell you. MORE
The emotions of your customers drive your profitability and customer loyalty. 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. Your Profits Depend On Your Customer’s Emotions. MORE
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. MORE
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. MORE
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. MORE
Customer emotions Related Topics Beyond Philosophy
SEPTEMBER 26, 2018
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).
Beyond Philosophy
SEPTEMBER 7, 2018
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.
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.
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?
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.
Beyond Philosophy
JULY 20, 2018
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?
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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. It can also be more accurate than what customers tell you.
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. Colin Shaw and Prof.
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. Using technology, you can now measure customer’s emotions in real time!
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?
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. But what are these emotions? The fact is emotions matter in Customer Experience.
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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.
TELUS International
OCTOBER 23, 2018
Learn how leading fintech firms are building emotional connections with their customers
Rant And Rave
MARCH 27, 2018
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
CX Journey
MAY 31, 2016
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.
Rant And Rave
JANUARY 30, 2019
80% of customer decisions are driven by emotion. The trouble is, emotions are notoriously difficult to manage, control and even understand. Customer Experience
Kristina Evey
MAY 12, 2015
The emotions of your customers drive your profitability and customer loyalty. 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. Your Profits Depend On Your Customer’s Emotions.
Beyond Philosophy
MARCH 12, 2015
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.
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.
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. .
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.
Ian Jacobs
DECEMBER 4, 2018
As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion
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.
C3Centricity
FEBRUARY 20, 2018
A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Already there, you can see that they have an incomplete customer journey mapping process.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.,
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.
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!
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.
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.
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