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).

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.

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?

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.

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. Colin Shaw and Prof.

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 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. But what are these emotions? The fact is emotions matter in Customer Experience.

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. 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.

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.

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.

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.

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

Music: A Marketing Tool

Beyond Philosophy

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.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

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.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

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.

Is Your Customer Experience Infected?

Beyond Philosophy

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.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

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.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

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.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

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.

Why Most Customer Experience Programs Fail

Beyond Philosophy

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.

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

“ 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.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

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.

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.

Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue

Beyond Philosophy

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.,

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.

4 Actions to Exceed Customer Expectations

Beyond Philosophy

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.

How to Get People to Do What You Want

Beyond Philosophy

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.

How You Feel Is Not Unique to You

Beyond Philosophy

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.

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

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!

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

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.

Watch A Great Emotional Ad That Is Critically Acclaimed

Beyond Philosophy

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.

3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

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.

How to Make or Break Your Customer Experience

Beyond Philosophy

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.

Are you Prejudiced?

Beyond Philosophy

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.

3 Common Ways Customers Make Decisions

Beyond Philosophy

Customer Experience (CX) is a journey, not a destination. How do you take your Customer Experience to the next level? You must focus on Customer behaviors and understanding why Customers make the decisions they do. What is key is understanding the underlying theory of each of these areas and learn how to apply it in your Customer Experience everyday. However, Customers rarely notice a habit. The same can be true for Customers.

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

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?

You Can’t Legislate Customer Centricity

Beyond Philosophy

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.

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Should 4% of Customers Dictate Strategy?

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

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?

‘Top 50 Marketing Thought Leader’ Reveals Latest Trend

Beyond Philosophy

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?

Destroying Brand Experience, One at a Time

Beyond Philosophy

When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! Let’s take a look at my two experiences and see what we all can learn about fulfilling the brand promise for our Customers at the Customer Experience level. When a Customer asks you how much a product is, tell them. But paying people on Customer satisfaction also doesn’t ensure success, as what followed was a catalog of errors.