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.

Customer emotions 304

Customer emotions Consulting Consulting Customer retention 304

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Key Ideas to Improve your Customer Experience. Managing emotions can feel overwhelming.

Customer emotions 195

Customer emotions Management Journey mapping Consulting 195

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. The cost to acquire customers can be very high, especially if your product or service is expensive. Cost to retain customers, however, can be much lower if done right. Understand Customer Retention.

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Customer retention Marketing Scripts B2B 95

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. How to Measure Customer Retention Rate.

Customer retention 62

Customer retention Brand ambassadors B2C Customer advocacy 62

NICE inContact

OCTOBER 10, 2019

If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Talk about customer retention. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience. The statistics behind the emotions.

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Customer retention Customer Experience Customer emotions Best practices 70

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.

Customer emotions 98

Customer emotions Banking Finance Customer retention 98

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. Because you know “A happy customer is the best promoter.”

Customer retention 52

Customer retention Journey mapping Education Feedback 52

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.

Customer emotions 417

Customer emotions Consulting Consulting Customer centricity 417

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company.

Journey mapping 207

Journey mapping Customer effort Customer emotions B2C 207

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 Customer retention 406

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.

Customer emotions 366

Customer emotions Customer centricity Customer retention Marketing 366

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. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

Customer Experience 411

Customer Experience Consulting Consulting Customer emotions 411

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 418

Marketing Consulting Consulting Customer emotions 418

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. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

Consulting 409

Consulting Consulting Customer emotions Employee engagement 409

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 Customer centricity 246

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. The symptom is a poor experience; the cause is their lack of Customer centricity. If you consider Customers transactions, guess what? So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 387

Customer Experience Customer emotions Marketing Journey mapping 387

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?

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Consulting Consulting Customer emotions Employee engagement 360

Beyond Philosophy

MARCH 5, 2015

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?

Airlines 330

Airlines Transportation Consulting Consulting 330

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. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? Well, there you have it!

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Customer Experience Consulting Consulting Customer emotions 351

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. If you threaten your employees or Customers with punitive action when they do something you don’t want, you are potentially encouraging them to lie to you. Your Customers have behaviors that cost your organization money. An excellent example is those Customers that still want a paper statement.

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Consulting Consulting Customer emotions Marketing 315

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment. Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization.

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Customer centricity Consulting Consulting Customer emotions 322

Beyond Philosophy

JULY 28, 2015

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.

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Customer emotions Finance Advertising Customer centricity 299

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. So now what do we do to build Customer Loyalty? Loyalty Programs Disappoint Customers. This loyalty program disappointment is further compounded by the effect that most Customers expect their loyalty rewards. To avoid this situation, organizations need to consider their target Customer’s wants and needs.

Customer emotions 294

Customer emotions Customer centricity Customer retention Marketing 294

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. By paying attention to the subconscious ways you help your customers make a choice they are happy with, you create a win win for everyone involved. When you find that Goldilocks sweet spot, however, it is Customer Experience gold.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession. Here is the ‘executive summary’ version of some conditions of each stage, and how the movement to customer obsession takes place within the enterprise.

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Customer centricity Complaint resolution Consulting Consulting 279

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. Unless the KPI philosophy has its basis in Customer Experience measures, it isn’t going to help improve the experience.

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Customer Experience Consulting Consulting Customer emotions 295

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. Overlook this, however, and you are not likely to end up with the Customer focus you seek. We use an assessment for our clients called Naive to Natural that looks at each organization and how they focus on the Customer.

Customer Experience 300

Customer Experience Consulting Consulting Scripts 300

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. This trend works well for building more strategic, bonded relationships with customers.

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Gamification Consulting Consulting Customer emotions 265

Beyond Philosophy

JUNE 20, 2015

The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. This involves looking deeper into the emotional components of value delivery, as well as the functional. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. Web-based survey invitations were sent to the company’s current customers.

B2C 257

B2C B2B Metrics Entertainment 257

Beyond Philosophy

OCTOBER 8, 2014

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. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model.

Customer centricity 276

Customer centricity Customer emotions Airlines Marketing 276

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 218

Marketing Consulting Consulting Customer emotions 218

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. When Target had the data breach last December that affected over 110 million customers, and the latest issues with Apple’s iCloud, not to mention Home Depot’s latest breach, it seems the safety of everyone’s data is highly suspect. Trust and the Customer Experience. Emotions are an important part of any customer experience.

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Consulting Consulting Customer emotions Customer centricity 255

Strikedeck

AUGUST 19, 2019

Tom Lipscomb shares his insights on the financial foundation and evolution of Customer Success. Customer Success Churn Customer Emotion Customer Retention expansion Retention

Customer emotions 40

Customer emotions Customer retention 40

Strikedeck

AUGUST 6, 2019

Tom Lipscomb imparts his wisdom on the ten step strategy for achieving the ultimate customer LTV. Customer Success Churn Customer Emotion Customer Retention expansion Retention

Customer emotions 40

Customer emotions Customer retention 40

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers. Solve Customer and Industry Pain Points. Michael Lowenstein, Ph.D.,

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. We use a Customer Experience Assessment model called Naive to Natural to assess our client’s Customer centricity, defining the level of Customer focus you have currently.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

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). If the success and dollar in the UK are any indications, home delivery of goods, groceries or otherwise, could be an enhancement to the Customer Experience in the US. Logistics or Customer Habits?

Marketing 220

Marketing Transportation Customer emotions Customer Experience 220

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Consulting 186

Consulting Consulting Customer emotions Employee engagement 186

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. We use a Customer Experience Assessment model called Naive to Natural to assess our client’s Customer centricity, defining the level of Customer focus you have currently.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

Beyond Philosophy

OCTOBER 8, 2014

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. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model.

Customer centricity 150

Customer centricity Airlines Morale Customer emotions 150