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. This tool facilitates collaboration and strategy formation based on meaningful data.

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Customer emotions Marketing Customer Experience Management 221

Fonolo

APRIL 18, 2023

Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers. Automation Strategies to Future-Proof Your Contact Center You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center.

Contact Center 81

Contact Center Self service Chatbots Scripts 81

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? So, I encourage everyone to test the emotional experience as the first step.

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Customer emotions Journey mapping Technology Marketing 174

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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Customer centricity Customer emotions Employee engagement Customer retention 409

Fonolo

APRIL 18, 2023

Free Download: Automation Strategies to Future-Proof Your Contact Center New KPIs offer next-level insights into operations. Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers. Integrate seamlessly with existing software.

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Contact Center Self service Chatbots Call Center 67

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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Customer centricity Customer emotions Customer retention Consulting 322

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. So, what does a job to be done have to do with customers?

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Customer emotions Marketing Personalization Sales 195

NICE inContact

AUGUST 27, 2019

Companies that inspire positive emotions will enjoy more loyalty from customers who are willing to spend more over the long term. Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. Bearing that in mind, here are 10 tips for connecting with customers emotionally.

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Customer emotions CRM Contact Center Average Handle Time 59

Enghouse Interactive

JULY 23, 2021

Unfortunately, this operationally-focused strategy produces poor outcomes for the end of the call. I would instead advocate for a customer-focused approach that determines whether you have dealt with the customers’ needs and help them with anything additional as a follow-up. What Should You Do With This?

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Customer emotions Management Consulting Consulting 98

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Elements of a consistent customer experience strategy.

Customer Experience 150

Customer Experience Self service Analytics Banking 150

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. Now let me take a step back.

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Customer emotions Education Customer Experience Analytics 359

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

Beyond Philosophy

MAY 28, 2021

Recognize that customer emotions apply. Manage different customers differently. In essence, this strategy was the sales team’s response to managing too many accounts at one time. Rule #2: Recognize that customer emotions apply. . Simplify it by communicating the strategy instead of the tactics.

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Customer Experience Management B2B Customer emotions 387

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. Source: Intuit.

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Customer retention Sales Marketing Scripts 95

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It starts with understanding the customer journey and how they feel during the different moments of their experience.

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Journey mapping Customer emotions Scripts Consulting 373

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. Customer Experience Information & Resources. AI isn’t perfect.

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Journey mapping Customer emotions Consulting Consulting 195

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. According to research , customer-centric companies grow their revenues 4% to 8% faster than their market competitors.

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Customer centricity Customer Experience Journey mapping outsourcing 90

JustCall

MARCH 6, 2023

.” In other words, employees who are motivated and have a great understanding of the impact they make at work are the ones who are consistently improving the customers’ lives. In this article, we will look at 12 strategies and tips on how to improve call center agent performance. Let’s get started.

Coaching 52

Coaching Call Center Scripts Construction 52

Beyond Philosophy

NOVEMBER 3, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Marketing Transportation Customer emotions Customer centricity 220

JustCall

MARCH 14, 2023

Setting and Achieving Improve Customer Experience Goals Improving customer experience is an ongoing process that requires a clear strategy, measurable goals, and consistent effort. The above are thus some of the tips you can follow to improve the experience of your customers with your organization.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Kristina Evey

MAY 12, 2015

Provide some discussion forums or training for your teams to identify indicators of these emotions and how to work with those that are frustrated and irritated. Pay attention to the customers who are loyal and appear to be happy to be working with your company.

Customer emotions 98

Customer emotions Banking Finance Customer retention 98

Rant And Rave

MARCH 27, 2018

Companies spend a great deal of time, effort and money gathering and evaluating mountains of customer data in their increasing desire to optimise the customer experience and maximise customer value.

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Customer emotions Customer Experience 40

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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Customer centricity Customer emotions Consulting Consulting 419

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.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

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.

Customer Experience 54

Customer Experience B2B Journey mapping Customer emotions 54

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.

Customer Service 155

Customer Service Construction Contact Center Scripts 155

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.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

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 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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Management Customer emotions Consulting Consulting 351

Beyond Philosophy

OCTOBER 15, 2020

In other words, understanding in depth how customer emotions work in experiences, creating a deliberate strategy that appeals to customer emotions, and then implementing them consistently is critical. However, Carbone says that intentional design is critical to experience management.

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Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

SEPTEMBER 5, 2020

Customer-facing employees should recognize when it is happening and be prepared to help manage them. Employ Cognitive Dissonance reduction strategies. It would be best to find ways to help customers feel less discomfort during their buying decisions.

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Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

FEBRUARY 5, 2015

Seven key customer experience questions. Often overlooked: the emotional and subconscious experience. Concepts of customer experience psychology. Setting the customer experience strategy and designing programs. Becoming customer-centric: moving from naïve to natural, reactive to obsessive.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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–> That is where the disconnect occurs.

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CRM B2B Customer emotions Consulting 281

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. At our consultancy, Beyond Philosophy, we have consistently found that customers’ emotional experience is the biggest driver of long-term value.

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Consulting Consulting Customer emotions Customer Experience 0

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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Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

MAY 8, 2019

You should identify the specific emotion you’re trying to evoke in your customers that drives value. I recommend you start by looking at these 20 emotions we’ve gone through today. Then, set as a strategy evoking this emotion in the things you do as an organization. Finally, you measure it.

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Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. We work with our clients’ Customer Experience team to design a Customer Experience program we want, complete with detailed customer emotion outcome goals but after we roll it out, the customer-facing team carries on as usual, doing what they always do.

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Call Center Customer emotions Consulting Consulting 277