Beyond Philosophy

OCTOBER 25, 2019

However, too many organizations do not get specific enough about customer emotions. They are content with determining whether the customers feel positive or negative about their experience or whether the customer’s assessment was good or bad. That is ridiculous. Only a fool wouldn’t measure their results.

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Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

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Beyond Philosophy

OCTOBER 22, 2015

This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can manage them in others when necessary. Over 50% of any Customer Experience behavior is driven by emotions.

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Customer emotions Airlines Consulting Consulting 401

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. His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time.

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Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools. Tool #2: Ethnographers.

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Beyond Philosophy

MAY 28, 2021

They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

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Customer Experience Management B2B Customer emotions 387

Enghouse Interactive

JULY 23, 2021

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today. This is a small but vital difference. How does it End?

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Customer emotions Management Consulting Consulting 98

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The importance of uncovering hidden customer motivations for effective business strategies.

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Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Emotions create memories. What Are The Five Rules?

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Beyond Philosophy

JUNE 25, 2020

Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. There are two essential aspects of practicality about managing these customer memories. Managing memories has two parts.

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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. The bottom line is this.

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Beyond Philosophy

MARCH 15, 2024

Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. Others think they do have a plan, even if they came up with it when the main method of communication with customers was some form of physical correspondence. We doubt it.

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Customer emotions Management Customer Experience Customer Service 222

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. So, contact center managers need to put the right practices in place and also give agents the right tools.

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Customer emotions CRM Contact Center Average Handle Time 59

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. It’s our job to determine what it is. Both are fair questions.

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Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

MARCH 1, 2019

Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions. Those that do measure customer emotions don’t think about how they will use it. To measure customer emotions, you need the proper tools to do a job.

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Beyond Philosophy

AUGUST 1, 2019

A customer-facing employee must first evaluate how customers feel. Then, the customer-facing employee makes a choice that meets your goal, which is to evoke the emotion that drives value for your organization. Why Training on Emotional Management for Frontline Employees is Vital. The answer is too many.

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Journey mapping Customer emotions Scripts Consulting 374

Beyond Philosophy

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience. To find out a Customer’s expectations you must ask them! NO, YOU DON’T.

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Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

JULY 13, 2023

Customer Science Can Help You might recall that I have talked about how Customer Experience is retreating as a wave of change and becoming part of business as usual. Customer Experience is becoming part of every business strategy, like the four Ps, Continuous Improvement, or Customer Relationship Management systems.

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Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

OCTOBER 15, 2020

As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind. It happens at a primitive and emotional level.

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Customer emotions Consulting Consulting Customer Experience 328

Beyond Philosophy

OCTOBER 15, 2022

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. AI isn’t perfect. We did an interview with Broderick Turner, Ph.D.,

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Journey mapping Customer emotions Consulting Consulting 195

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I would love to read below in the comments of the irrational things that you do in your day-to-day life. Please click here to learn more. appeared first on Beyond Philosophy.

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Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

FEBRUARY 24, 2022

Then, when you are discussing the issue and you hear that senior management does not agree, you can defend your position. We talk about emotions and the influence of principles in the behavioral sciences with the senior management teams. What emotions are you trying to evoke in your customers?

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Consulting Consulting Customer emotions Construction 222

Beyond Philosophy

FEBRUARY 5, 2015

We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management.

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Customer Experience Customer centricity B2C Airlines 391

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Discussion questions: How can we actively listen to our customers? How can we uncover our customers' emotional needs? How can we go the extra mile?

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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 358

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. This leads to an inability to manage it. But first, what are customer emotions?

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Customer emotions Interactive Voice Response B2B Management 10

ShepHyken

MAY 18, 2021

Self-regulation is knowing how to manage your emotions to deal with and adapt to the environment that you are in. Self-awareness and self-regulation help us to modulate our emotions, adjust our pace, and ask questions that enable us to better serve our customers.

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Customer emotions Customer Service Sales Personalization 235

Beyond Philosophy

SEPTEMBER 5, 2020

From a Customer Experience perspective, you want to help ease your customers’ uncomfortable feelings about it. Here are a few suggestions on how to manage it in your experiences: Understand Cognitive Dissonance and how it makes people uncomfortable. Wanting to reduce the feelings of Cognitive Dissonance is universal.

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Beyond Philosophy

JANUARY 30, 2021

One challenge is that you cannot see how your digital experience affects customers because you aren’t there. However, as we covered in a different podcast about measuring customer emotions , there are ways to gather this data. 05:43 Ryan summarizes the findings from the research published about website first impressions.

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Beyond Philosophy

JULY 26, 2019

Imagine all the painstaking research and design that address all the vital customer emotions that drive value for your organization circling the drain before that program disappears forever. That’s exactly what happens if you don’t teach people how to deliver that new Customer Experience program.

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Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

JULY 13, 2021

Unfortunately, after the trampoline arrived, the installation did not go smoothly, and my cohost’s friends spent the next few weeks managing a series of problems with it. ” In my mind, the delivery was Apple’s to manage, not mine. Managing the Customer’s Expectations about Outsourced Experience is Critical.

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Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

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Beyond Philosophy

NOVEMBER 6, 2014

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. It is also the part that never ends, as the activities needed to achieve the proper emotional experience often evolve as the business, and the competitive landscape does.

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Customer centricity Customer emotions Employee engagement Customer retention 409

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. Amazon is working on capturing the data about the nuances of customer emotions.

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Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

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Customer centricity Customer emotions Customer retention Consulting 322

ShepHyken

OCTOBER 23, 2023

There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty.

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Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

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