Beyond Philosophy
MARCH 7, 2024
Hence, this breakdown of the 20 emotions that drive and destroy value exists to help with that understanding. Emotions are why people will say one thing on a survey and, in real life, do something else completely. The survey responses came back that people wanted the option to get a salad. Do you mean market share?
Beyond Philosophy
MARCH 7, 2019
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.
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Beyond Philosophy
FEBRUARY 22, 2019
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several reasons, they don’t want to tell you.
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.
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.
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 there is a big difference between talking about putting the customer first and doing so. The benefits are huge!
Beyond Philosophy
OCTOBER 15, 2015
It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. We normally establish how an organization is performing against a benched market research called Emotional Signature. How are companies blowing it? Of the U.K.
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