Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

Customer Experience 353

Customer Experience Advertising Customer emotions Consulting 353

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience.

Customer emotions 222

Customer emotions Call Center Customer Experience Customer Support 222

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. According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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.

Customer emotions 174

Customer emotions Journey mapping Technology Marketing 174

Beyond Philosophy

OCTOBER 29, 2014

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. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] How is this applicable to Customer Experience?

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JANUARY 12, 2015

Even when looking at product and service features that appear strictly rational, there is an emotional underpinning. In other words, emotions are driving these importance and performance ratings; and their impact on customer experience perception needs to be understood. have an emotional base that must be considered.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

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. 1) Be personal.

Customer emotions 59

Customer emotions CRM Contact Center Average Handle Time 59

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Ghosh studies AI and its overlap with behavioral economics. Key Takeaways.

Customer emotions 287

Customer emotions Education Consulting Consulting 287

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. www.spring.org.uk.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars.

Customer emotions 328

Customer emotions Consulting Consulting Customer Experience 328

JustCall

MARCH 14, 2023

The various touchpoints along the consumer journey can make or break the experience. The task of improving the customer experience need not be difficult. In this blog, we’ll look at doable techniques and recommendations to improve customer experience in this article. But fear not!

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

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. Several studies conclude that positive reinforcement is the best way to encourage better behavior. Study #1: Punitive Consequences Encourage Deception.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

Sales 279

Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

JULY 26, 2019

To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve the Customer Experience. Talking about psychological theories, research, and studies is a critical part of the process, of course. The word practical is significant here.

Customer emotions 286

Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: [link].

Customer emotions 286

Customer emotions Consulting Consulting Technology 286

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty.

Management 473

Management Entertainment Consulting Consulting 473

Beyond Philosophy

NOVEMBER 4, 2014

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. This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

AUGUST 12, 2015

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. What the Study Discovered about Emotions.

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too.

Marketing 326

Marketing Consulting Consulting Government 326

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Goldstein has hit on a key point about customer experience.

Technology 332

Technology Consulting Consulting Customer emotions 332

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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.

Airlines 400

Airlines Wait times Self service Enterprise 400

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. To get you ready for what is next in Customer Experience, let us review what we have learned so far. Is a ‘Human Free’ Experience the Future?

Advertising 298

Advertising Entertainment Customer emotions Customer Experience 298

Beyond Philosophy

JUNE 17, 2019

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! Why You Must Create and Sustain a Customer-Centric Culture. So I shouldn’t complain.

Customer centricity 304

Customer centricity Consulting Consulting Scripts 304

Beyond Philosophy

APRIL 26, 2017

Eliminating lines is a huge step forward for theme parks’ customer experience. But even so, waiting in line has remained very much a part of the theme park experience. People go to theme parks for emotional reasons, not rational ones. Tapping into Customer Emotions. Please share in the comments box below.

Technology 283

Technology Consulting Consulting Customer emotions 283

Global Response

MARCH 27, 2024

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Ready to perfect your CX?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. The Consequence of Choice.

Consulting 305

Consulting Consulting Customer emotions Morale 305

Toister Performance Solutions

OCTOBER 8, 2020

The experiments showed that saying "thank you" instead of "I'm sorry" when a customer experiences a delay or another minor service failure can increase customer satisfaction and improve survey participation rates. The first study was published in 2018 by Yanfen You. Here are the highlights of each one.

Advertising 114

Advertising Surveys Customer emotions Wait times 114

ShepHyken

DECEMBER 9, 2016

Remember the days when “another satisfied customer” was the greatest mark of success for any brand? Well, times have changed, and in an environment where 89% of companies are competing on customer experience rather than price, simply satisfying the customer is no longer enough. What Emotions Mean for Customers.

Customer emotions 306

Customer emotions Marketing Customer Experience Customer Service 306

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The Emotional Signature. Outrageous! Outrageous!

Consulting 298

Consulting Consulting Customer emotions Customer Experience 298

Beyond Philosophy

SEPTEMBER 4, 2015

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. The same can be true for Customers. How Customers Make Decisions.

Customer Experience 337

Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

AUGUST 3, 2016

However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. Pain points refer to those moments in an experience with an organization that hassle, frustrate, disappoint, or perplex you. However, this list is not exhaustive.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

ClearAction

NOVEMBER 26, 2017

Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. No one is exempt from playing a critical role in customer experience excellence.

Customer Experience 54

Customer Experience B2B Journey mapping Customer emotions 54

Beyond Philosophy

JULY 16, 2015

The University of Oslo researched the motivation and interpretation of sighs in a series of three studies and concluded following about the act of sighing: A sigh typically signifies a negative mood (e.g., In a study from the University of Leuven , researchers suggest that sighing can also be a physical and mental reset for your body.

Customer centricity 337

Customer centricity Personalization Customer emotions Marketing 337

CX Global Media

MAY 11, 2020

You also need to know how to apply AI to enhance your customers’ experience effectively. Studies have shown that using AI in the contact center can either improve or diminish customer engagement and retention. Customer Attitudes Towards AI. Your customer experience is a representation of your brand.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194