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.

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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? Three years ago, I found Emotion Research Lab with Alicia Mora, an incredible woman with a great technical background.

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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. Hanging the picture is the “job to be done.”

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Beyond Philosophy

NOVEMBER 18, 2014

Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization. How Can You Tell How Customer Centric Your Marketing Channel Strategy is? How is your organization oriented: around the Customer or your product?

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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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Customer emotions Consulting Consulting Customer centricity 246

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. Understand Customer Retention.

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Beyond Philosophy

SEPTEMBER 6, 2018

Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., These feelings drive some of our behavior as customers. But only for a limited time.

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C3Centricity

JANUARY 16, 2024

After decades of learning and experimentation, I created QC2 so that every business can successfully adopt a customer-first strategy, and become more agile, more resourceful, and experience increased market growth. But how do you optimise your own customer-first strategy, and where do you begin?

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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. How to Make or Break Your Customer Experience.

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Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – They market, and create experiences, within the branded vision.

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JustCall

MARCH 14, 2023

Positive Word-of-Mouth Satisfied customers are more likely to recommend a company to their friends and family, resulting in positive word-of-mouth marketing. This is one of the most powerful forms of marketing, as people are more likely to trust the recommendations of their peers. Frequently Asked Questions Q1.

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Beyond Philosophy

SEPTEMBER 5, 2020

Sometimes the brand promise and the actual Customer Experience create the Cognitive Dissonance for customers, creating problems for your customer-facing team. They are left trying to reconcile reality with what the customer feels the marketing promised them. Employ Cognitive Dissonance reduction strategies.

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Customer emotions Consulting Consulting Customer Experience 286

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. My Comment: I love a good list of ideas, suggestions, and lessons.

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Beyond Philosophy

JULY 6, 2016

We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience. Billions of them.

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Beyond Philosophy

JULY 11, 2020

It is a foundational element of your entire Customer Experience strategy. For all of these reasons, it is essential to have a plan for making customer memories that drive value for your organization. Define what you want a customer to remember. First, choose what you want the customer to remember.

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Beyond Philosophy

OCTOBER 6, 2014

We find that the Customer Experience is highly influenced by the following nine orientation areas: Each of these areas has a Customer-centricity level, which may be different from one another. For example, you might have excellent people that are Enlightened, but a Customer Strategy that is Naïve.,

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Beyond Philosophy

MARCH 15, 2019

This episode of The Intuitive Customer explores customer irrationality. We talk about what we mean by it, how it changes our perception of an experience, and what organizations can do to design Customer Experience strategies that work with irrationality. <!–more–> The post Customers Are Irrational!

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Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

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Beyond Philosophy

MAY 8, 2019

So, if your customers display any of those emotions, then you’re losing money. This area is marketing’s job. They make the product look interesting to stimulate customers to explore the offer. From our research that we did with London Business School, these emotions drive short-term spend.

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JustCall

MAY 14, 2020

Customer acquisition has become more difficult than ever. But are you still sticking to the old-fashioned customer retention strategies? Implementing new actionable customer retention strategies to stop customers from getting churned has become the need of the hour. Focusing on Customer Retention Strategies.

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Beyond Philosophy

NOVEMBER 21, 2016

A customer’s perception of value drives customer loyalty and retention. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture. Perceptions will depend on a variety of factors including expectations, emotions, state of mind and willingness to accept the value.

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Beyond Philosophy

OCTOBER 28, 2014

Let’s take a closer look at each and what makes them have a Customer Focus. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Area #1: Technology. Follow Colin Shaw on Twitter @ColinShaw_CX.

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JustCall

MAY 14, 2020

Customer acquisition has become more difficult than ever. But are you still sticking to the old-fashioned customer retention strategies? Implementing new actionable customer retention strategies to stop customers from getting churned has become the need of the hour. Focusing on Customer Retention Strategies.

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Beyond Philosophy

JULY 13, 2016

On how personalization can improve a customer’s online experience, the online retailer said it was important to examine “past transactions and entry points to serve relevant content.”. These marketers were also posed the following questions, which I will also weigh in on: Q: What should a firm focus on: Customer Experience or Branding?

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aircall

FEBRUARY 24, 2017

This article is part two of a series on the importance of a solid customer engagement strategy for your business’ growth and bottom line. Head here to read part one and learn about the implications of customer engagement. This article aims to provide actionable tips to implement a successful customer engagement strategy.

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Entertainment Advertising Customer emotions Personalization 90

Beyond Philosophy

JULY 2, 2020

How has the pandemic changed how your market works, and have you taken advantage of the opportunities it presents? Have the present market conditions created new segments based on experiences during the pandemic? Have the present market conditions created new segments based on experiences during the pandemic?

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Beyond Philosophy

NOVEMBER 15, 2017

Transactional believe that the customer is important, just not as important as the organization is. Enlightened organizations recognize the significance of customer emotions evoked by their experience, and although they may not have achieved much difference from a Transactional company’s experience yet, the mindset is different.

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Beyond Philosophy

OCTOBER 2, 2017

Blaming Others is Not a Winning Strategy. This is a classic example of companies blaming other people for their own failure to focus on what customers want. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff.

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ClearAction

NOVEMBER 26, 2017

Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. And that’s key! What is the most efficient way to provide those needs? We decide and buy.

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Customer Experience B2B Journey mapping Customer emotions 54

Beyond Philosophy

JULY 29, 2021

Along those same lines of thinking, it is also important to employ people who can strategize a plan for success, but you also need people who can do something with that strategy. Thinking strategically is essential to your Customer Experience team. Also, the ability to read people allows them to understand customer emotions.

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Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

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Beyond Philosophy

MARCH 7, 2016

We at Beyond Philosophy spent over two years conducting research with the London Business School to develop the world’s largest database of customer emotions and touchpoints, which we call the “Emotional Signature” database. And sometimes, that strategy involves humor. Humor Doesn’t Always Work. Humor Doesn’t Always Work.

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Beyond Philosophy

DECEMBER 25, 2017

Our emotional thoughts and actions as customers are often shaped by things we aren’t aware sway us. To hear how fast or slow music affects our behavior from Dr. Ronald Milliman, retired professor of Marketing at Western Kentucky University, please click here. Who Wins—Brand or Customer Experienc e?

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Advertising Entertainment Customer emotions Customer Experience 297

ThriveableBiz

NOVEMBER 13, 2023

We often get tangled with our personal dreams, and forget the most important people, our customers. Being the Best is a dangerous myth, and one of the great furphies of small business marketing. Positioning as the Best in your category, falsely assuming that customers are totally rational. Kodak being one of the most prominent.

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Entertainment Marketing Advertising B2B 52

JustCall

AUGUST 8, 2023

The North Star for customer-first organizations is building a symbiotic relationship between AI and CX balancing human capabilities and technical skills. This is propelling the global artificial intelligence market towards growth with data expecting it to reach $1,811.8 Intelligent analytics helps preempt customer needs.

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Customer Experience Chatbots Customer emotions Benchmark 52

Beyond Philosophy

FEBRUARY 3, 2015

Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own.

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Beyond Philosophy

SEPTEMBER 26, 2019

I implemented a strategy based on one of Oscar Wilde’s phrases. ” We discussed marketing efforts in our latest podcast. One of the things that came up was the question, when marketing an idea or organization, is any press good press? In my first book, I wrote about customers’ emotions and the emotional experience.

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