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.

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Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

JULY 13, 2021

Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. However, that doesn’t mean that the organization can’t ensure the third-party partner delivers the proper Customer Experience.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

JULY 2, 2020

Redesign your Journey Maps. What nudges to customer journeys do you have that reflect the new normal and the new emotions people have during it. Train employees in managing emotional experiences. What are those new strategic objectives that you should be considering or pulling forward from plans?

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

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.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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.

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Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

NOVEMBER 15, 2017

The real problem is that an organization does not put the customer at the center of everything they do. A company that creates a CX Team and undertakes customer research, journey mapping, and everything involved with improving CX without addressing their customer-centricity will fail because they tackle only the symptom, not the cause.

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Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

SEPTEMBER 25, 2017

The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience. The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. Unbelievable!

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Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

MARCH 1, 2017

Customers are not rational at all! After helping hundreds of clients assess their customer experience through tools such as customer mirrors and behavioral journey mapping , I know that emotions drive over half of a customer’s experience. Revolutionary Thinking on Customer Loyalty.

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Journey mapping Customer emotions Consulting Consulting 288

Lumoa

FEBRUARY 9, 2023

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Beyond Philosophy

DECEMBER 10, 2015

And because most of what Customers are going to keep are the Peak and the End of the Experience, it’s a good idea to rehearse it at the end. This rehearsal should be designed into your Customer experience. We use our Behavioral Journey Mapping tool to find this moment. Customers’ Emotions Are Predictable.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

FEBRUARY 1, 2016

When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience. We use a tool called Behavioral Journey Mapping. If you enjoyed this post, you might be interested in the following blogs: Customer Emotions are Predictable.

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Journey mapping Consulting Consulting Customer emotions 280

VocalCom

MAY 28, 2018

According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.

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Customer Experience Journey mapping Contact center software Customer emotions 48

CSM Magazine

MAY 19, 2023

Processes and Technologies in Customer Experience Engineering Customer Journey Mapping Customer journey mapping is a crucial process in customer experience engineering. This helps businesses identify bottlenecks, pain points, and opportunities to enhance customer experience.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

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Journey mapping Customer centricity Consulting Consulting 150

Pointillist

MAY 23, 2018

It can provide quantitative key performance indicators (KPIs) along the paths that your most satisfied customers take, as they interact with your company across channels and over time. Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. Journey Mapping.

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Analytics Journey mapping Customer centricity Multichannel 90

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.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

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.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

JustCall

MARCH 14, 2023

Customers may feel uncomfortable if companies use AI in a way that feels intrusive or violates their privacy. How to Train Your Staff to Deliver Exceptional Customer Service Exceptional customer service can be a powerful differentiator for businesses, leading to increased customer satisfaction, loyalty, and revenue.

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Customer Experience Banking Chatbots Interactive Voice Response 52

CX Accelerator

JULY 17, 2018

Still, these sciences are simply a way to better understand the art behind CX - the art of human emotion. Consider “The New Science of Customer Emotions” on HBR. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike.

Customer Experience 140

Customer Experience Journey mapping Contact Center Customer emotions 140

Pointillist

APRIL 17, 2019

Even if you’ve overcome these challenges, getting your customer data analytics questions answered often requires waiting in line to access data science specialists that have the proper training and tools—but are typically in short supply. Today, the number of customer data analytics tools are overwhelming.

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Analytics Journey mapping Multichannel Government 51

bold360 Blog

APRIL 29, 2020

Create positive, meaningful customer emotions. Customers and employees often remember the small things. ” “The better you understand your customers’ pain and your employees’ pain, obviously that’s where you want to focus your time.” Create positive, meaningful customer emotions.

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Journey mapping Customer emotions Wait times Technology 52

JustCall

MARCH 6, 2023

What is Customer Journey Analytics? Customer journey analytics is the process of understanding how every customer interaction impacts a business. It often starts with a customer journey map. 10 Benefits of Customer Journey Analytics 1.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Balto

SEPTEMBER 12, 2023

It collects and analyzes big data across different customer touchpoints, translates the text and speech into machine-readable language, and carries out sentiment analysis that helps understand customer emotions and intent. Create a customer journey map and involve relevant departments and stakeholders.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

ClearAction

NOVEMBER 26, 2017

You’ve got to get ahead of all of those costs by insisting that everyone get in-sync with customers and do the right things right the first time, as much as is humanly possible. It will free-up your front-line staff from being a buffer between things-gone-wrong and customers’ emotions. B-to-B Customer Journey Maps: New Wisdom.

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Customer Experience B2B Journey mapping Customer emotions 54