Call Center Weekly

NOVEMBER 6, 2017

But what insights can we learn by understanding the emotions of customers? How can we better position ourselves as a brand by viewing the journey and experience through the lens of customer emotions? For example, the technology is now being used to help drivers travel more safely.

Customer emotions 174

Customer emotions Journey mapping Technology Marketing 174

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. Let me give you an example I was taught years ago in business.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn. Now let me take a step back.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal. 9) Be funny.

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Customer emotions CRM Contact Center Average Handle Time 59

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. Where do customer relationships feature on those journey maps? Source: Gartner.

Journey mapping 173

Journey mapping Customer emotions Customer effort B2C 173

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 365

Customer emotions Consulting Consulting Customer Experience 365

Beyond Philosophy

MARCH 13, 2021

We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill. Therefore, it is essential that you are deliberate about which specific emotion you evoke (for example, we want more good than ill). Please tell us how we are doing! Complete this short survey.

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Journey mapping Customer emotions Consulting Consulting 282

JivoChat

JULY 21, 2021

We’ll cover everything from the basics of customer relations, as well as examples and strategies to improve. What is Customer Relations? Customer relations is easy to define. In the most simple dictionary terms , the concept of customer relations refers to the relationships your business has with customers.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. Rule #2: Recognize that customer emotions apply. . Typically, you get three or four to focus on the goal and embrace the idea of delivering customer emotions with the experience. Focus on the art of the possible.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

AUGUST 1, 2019

The Three Skills for Frontline Teams to Manage Customer Emotions. It comes down to three skills: Understanding the significance of customer emotions. Identifying what emotion the customer feels. Knowing how to manage the customer’s emotions to a valuable place. What words are customers using?

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Journey mapping Customer emotions Scripts Consulting 374

Beyond Philosophy

MARCH 4, 2019

Now, machines are developing emotional intelligence as well. The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast.

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Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

SEPTEMBER 5, 2020

The sports fan situation I described is an example of Cognitive Dissonance. Continuing with my sports fan example, I think the Luton Town Football Club is the best team in the English Football League. It would be best to find ways to help customers feel less discomfort during their buying decisions.

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Customer emotions Consulting Consulting Customer Experience 287

Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? Our first question helps you develop your Customer Experience program.

Journey mapping 358

Journey mapping Banking Customer emotions Customer centricity 358

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. If you only focus on rational factors, you are leaving more than half of the customer experience to chance.

Airlines 346

Airlines Customer emotions Accountability Consulting 346

Beyond Philosophy

JANUARY 30, 2021

So, the better your first impression, the higher your first impression, the higher your customers’ final evaluation of the digital experience will be. For example, when I track a package on any website, I expect it to have the same level of clarity and information as Amazon. However, most of them do not.

Customer emotions 195

Customer emotions Consulting Consulting Engineering 195

Beyond Philosophy

JULY 13, 2021

This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience. Specifically, it shows that the third-party controlled part of the experience is your experience from the customers’ perspective. However, when I arrived, the shuttle took an hour to pick me up.

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outsourcing Customer Experience Journey mapping Call Center 419

Beyond Philosophy

MAY 8, 2019

At the top levels, an organization should be defining what emotions they’re trying to evoke. It’s part of the brand and its relation to Customer Experience. For example, we were doing work years ago in England with one of the train franchisees. Everybody wants satisfied customers; everybody wants happy customers.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

OCTOBER 15, 2020

For example, I don’t feel weird when I come to my hotel room and realize I have received turn-down service. In other words, understanding in depth how customer emotions work in experiences, creating a deliberate strategy that appeals to customer emotions, and then implementing them consistently is critical.

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Customer emotions Consulting Consulting Customer Experience 328

Beyond Philosophy

APRIL 2, 2020

What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this. Lines outside the store is almost the prototypical example of Social Proof. Apple’s among the best at realizing the importance of those things (see unboxing example above). I am just kidding.

Customer centricity 399

Customer centricity Customer emotions Consulting Consulting 399

Beyond Philosophy

FEBRUARY 24, 2022

Drawing upon their personal experience demonstrates what we are talking about with customer emotions and shows them the validity of our opinion. . For example, I was presenting to a board of a large shipping company once some calls we had recorded when we acted as a customer with their organization.

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Consulting Consulting Customer emotions Construction 222

Beyond Philosophy

OCTOBER 23, 2017

For example, people don’t tend to save enough for retirement because they place short-term satisfaction over long term savings. In our global customer experience consultancy, we see many companies that act like traditional economists, believing people will behave rationally. Theme parks are a good example of how this might play out.

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Marketing Consulting Consulting Government 326

Beyond Philosophy

FEBRUARY 2, 2015

Please share your examples with all of us in the comments below. “ 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. Apple’s new Holiday ad is heartwarming; it’s also genius (punny!).

Marketing 416

Marketing Customer emotions Consulting Consulting 416

SmartKarrot

JULY 7, 2022

In fact, emotions are a huge driving factor behind any review or social mention. For customer experience to be improved, customer emotions are the key. In many cases, customer emotions are not measured. But first, what are customer emotions? Benefits of Measuring Customer Emotions.

Customer emotions 10

Customer emotions Interactive Voice Response B2B Management 10

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. I understand what Peppers is saying.

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Metrics Finance Surveys Consulting 314

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.

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Journey mapping B2B Customer emotions Personalization 301

Beyond Philosophy

JULY 18, 2016

The website says, “We are NOT charging for the customization; we feel that it is absolutely crucial to boost the self-confidence, self-esteem, and feelings of inclusion for little girls with limb loss, and that something as small as a doll that resembles them can have a profound effect on their mental and physical well-being.”.

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Personalization Customer emotions Consulting Consulting 284

Beyond Philosophy

NOVEMBER 21, 2016

Perceptions will depend on a variety of factors including expectations, emotions, state of mind and willingness to accept the value. For example, suppose you approach me offering a great deal on a moped. Value is defined by the perceptions of those who receive the value.

Consulting 0

Consulting Consulting Customer emotions Customer Experience 0

Beyond Philosophy

JULY 2, 2020

For example, the time to change customer habits is when there’s been some form of significant change in the usual for the customer, like the birth of a child, being on vacation, or some other type of change catalyst. For example, Sweden didn’t “lockdown,” but the UK did.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

JUNE 25, 2020

For example, your mind has nodes associated with how you felt about things. So, in other words, you need to get something from it, whether that’s gaining growth or improving Net Promoter Score® or customer satisfaction or anything else. Rule #3: Map your customers’ fishing nets.

Management 473

Management Entertainment Consulting Consulting 473

Beyond Philosophy

JANUARY 23, 2015

Your Customers have behaviors that cost your organization money. An excellent example is those Customers that still want a paper statement. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. Read more about the book and register for the webinar, here.

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

JULY 29, 2021

Often, the best leader is the person with the ability to get on with people and understand how emotions play into the team. Also, the ability to read people allows them to understand customer emotions. Some artistic talents and emotional intelligence can get overlooked or underappreciated.

Customer Experience 222

Customer Experience Consulting Consulting Customer centricity 222

Beyond Philosophy

JANUARY 23, 2017

So, for example, if you took a Zumba class yesterday, you might like yoga today. I discuss the importance of this in my recent book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof. But customers are not rational!

Technology 346

Technology Big data Customer emotions Consulting 346

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. One of the businesses was transactional and the other was subscription based.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

FEBRUARY 3, 2015

One example that caught my attention was a 213% increase in conversion when the copy changed from “Get your membership” to “Find your gym & get membership.” There are ten other examples given in the article. Of course, these examples are about the subconscious experience as none of these things make sense. Contentverve.com.

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Consulting Consulting Customer emotions Morale 305

Beyond Philosophy

NOVEMBER 19, 2014

It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience.

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Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

JULY 11, 2020

There are practicalities to consider regarding managing customers’ memories. First, choose what you want the customer to remember. Moreover, research can help you focus on the areas in your Customer Experience that give you the most impact first. Discover how your customers retrieve their memories.

Management 351

Management Customer emotions Consulting Consulting 351

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