article thumbnail

Uncover the incredible Impact on ROI of Harnessing Customer emotions

Beyond Philosophy

In their research, a large construction company we worked with discovered that the construction clients didn’t want a rougher excavator as much as they wanted to know that the company “cared for them as a person.” Knowing that feeling cared about as a person is essential to customers makes it easier to act.

article thumbnail

Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

What Customer Emotions Drive the Most Value

Beyond Philosophy

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. Listen to the podcast in its entirety to learn more about what customer emotions drive the most value for your Customer Experience.

article thumbnail

3 Tools to Measure Authentic Customer Emotions in Real-Time

Beyond Philosophy

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.

article thumbnail

Customers Emotions are Predictable

Beyond Philosophy

A study published in the journal PLOS Biology out of Dartmouth reveals a way to predict human emotions based on the subject’s brain activity. The Dartmouth team found an accurate activation pattern of negative emotions that estimates how negative a person will feel when they look at upsetting photos.

article thumbnail

Guest Blog: How to Manage Customer Emotions

ShepHyken

Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.

article thumbnail

The Future Today! Personalization 2.0

Beyond Philosophy

Data is collected about our personal behavior everywhere. In a word: Personalization. The Era of Personalized Marketing is Here. I am making jokes, but to be honest, I am a fan of personalization. When you make something personal for a customer, you start to create an emotional relationship with your product or service.