Beyond Philosophy
MARCH 26, 2021
Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.
360Connext
AUGUST 23, 2018
We show customers empathy when we really appreciate what they are experiencing. Here’s my recommendation for how to show empathy for your customers. Don’t be afraid to get real when documenting customer emotions. It’s another thing to be full-blown frustrated as a customer.
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Beyond Philosophy
DECEMBER 22, 2015
As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.
360Connext
AUGUST 23, 2018
We show customers empathy when we really appreciate what they are experiencing. Here’s my recommendation for how to show empathy for your customers. Don’t be afraid to get real when documenting customer emotions. It’s another thing to be full-blown frustrated as a customer.
Beyond Philosophy
JULY 28, 2015
When we returned from the test drive, I asked our sales rep, how much the car cost. The salesman informed us he was not paid a commission, which told us there would be no high-pressure sales techniques. Therefore, we can learn that playing with the product is a key part of decision-making. Our experience there was quite different.
Beyond Philosophy
JUNE 1, 2015
Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail.
Beyond Philosophy
FEBRUARY 28, 2016
Based on results drawn from over 100 categories and nearly a thousand brands, Brand Keys has determined that the average category decision process is now 80 percent emotional and 20 percent rational. This has significant implications for sales, service, marketing, and communications functions for every organization.
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