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.

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Customer emotions Airlines Consulting Consulting 317

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. 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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Customer emotions Management Banking Personalization 252

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. Podcast

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Customer emotions Best practices 247

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). 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.

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Customer emotions Consulting Consulting Surveys 266

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.

Customer emotions

Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. We discuss what we found in our research on this episode of The Intuitive Customer. We learned there are 20 emotions that either drive or destroy value in a Customer Experience. The twenty emotions are each part of one of four clusters.

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Customer emotions Consulting Consulting Customer Experience 260

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? Colin Shaw and Prof. How are they evoked? appeared first on. Podcast

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Customer emotions 195

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? Colin Shaw and Prof. appeared first on. Podcast

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Customer emotions Customer Experience 207

Beyond Philosophy

JUNE 28, 2019

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.

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Customer emotions Consulting Consulting Customer retention 253

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. Using technology, you can now measure customer’s emotions in real time! Critically you can measure their AUTHENTIC emotions, i.e:

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Customer emotions Consulting Consulting Surveys 258

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?

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Customer emotions Metrics Government Consulting 238

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. Let’s take a look at a few different ways you can get feedback on customer emotions. My Advice for Customer Emotions Research.

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Customer emotions Surveys Benchmark Consulting 253

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. Moreover, they also fail to recognize the intensity of that emotion. We discussed Empathy Gaps and how they affect Customer Experience on a recent podcast.

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Customer emotions Consulting Consulting Banking 243

TELUS International

JANUARY 31, 2020

Next-Gen Technology

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Customer emotions Contact Center Technology 100

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?

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Customer emotions Metrics Government Consulting 150

ProProfs Chat

MARCH 15, 2019

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Customer emotions 74

NICE inContact

AUGUST 27, 2019

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.

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Customer emotions Average Handle Time Customer Service Employee engagement 60

TELUS International

OCTOBER 23, 2018

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

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Customer emotions 74

Call Center Weekly

NOVEMBER 6, 2017

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?

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Customer emotions Journey mapping Technology Marketing 156

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. 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.

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Customer emotions Banking Finance Customer Service 81

Beyond Philosophy

SEPTEMBER 10, 2020

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.

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Customer emotions Advertising Consulting Consulting 312

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

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Customer emotions Customer Experience 40

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. 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.

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Customer emotions Metrics Accountability Marketing 36

Contact Center Pipeline

APRIL 23, 2020

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). Customer Experience analytics call center contact center customer emotion customer experience customer loyalty emotional connection Emotional Intelligence

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Customer emotions Analytics Contact Center Call Center 113

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. 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.

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Customer emotions Consulting Consulting Journey mapping 328

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.

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Customer emotions Customer centricity Personalization Marketing 274

Contact Center Pipeline

AUGUST 21, 2019

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

Customer centricity 107

Customer centricity Journey mapping Surveys Customer emotions 107

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. 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. .

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Customer emotions Consulting Consulting Customer centricity 239

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. 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

Customer emotions 40

Customer emotions Customer Service Management Customer Experience 40

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.”. 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 $$$$.

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Customer emotions Consulting Consulting Marketing 214

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. Otherwise you're just cheating the customer. CEX #CRM #Customer Click To Tweet. The customer journey needs to integrate all possible contact points.

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Journey mapping Customer emotions CRM Personalization 91

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.

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Customer emotions Banking Government Consulting 321

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.

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Customer emotions Personalization Customer Service Customer Experience 325

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.

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Consulting Consulting Customer emotions Customer centricity 329

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.,

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Journey mapping Customer emotions Customer centricity Enterprise 150

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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Customer emotions Feedback Personalization Customer Service 310

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.

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Customer emotions Airlines Customer centricity Customer Service 316

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. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. 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.

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Marketing Consulting Consulting Customer emotions 327

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 328

Marketing Consulting Consulting Customer emotions 328

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.

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Customer emotions Customer centricity Customer retention Marketing 294