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. Both are negative emotions.

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Customer emotions Call Center Customer Experience Customer Support 222

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? Many studies have be done, which show a correlation between consumer spending and consumer behavior.

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Customer emotions Journey mapping Technology Marketing 174

NICE inContact

AUGUST 27, 2019

This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.) 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

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Understanding behavioral economics and their influence on Customer Experience can give you a real edge in business.

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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. Ghosh studies AI and its overlap with behavioral economics. Key Takeaways.

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Customer emotions Education Consulting Consulting 287

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. www.spring.org.uk. < [link].

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Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

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Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior. Study #1: Punitive Consequences Encourage Deception.

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Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

MAY 9, 2016

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customers’ emotional reactions at each one. In our work with clients, we have found that customers make value judgments similar to those identified by the recycling researchers.

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Sales Journey mapping Customer emotions Consulting 279

Beyond Philosophy

JULY 26, 2019

Lofty ideas are wonderful inspirations, but when it comes to the nuts and bolts of delivering a Customer Experience, you need a much more practical breakdown of what to do. Talking about psychological theories, research, and studies is a critical part of the process, of course. More specifically, your frontline teams do.

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Beyond Philosophy

APRIL 19, 2019

In this episode of The Intuitive Customer podcast, our guest Professor Bill Hedgecock from the Carlson School of Management at the University of Minnesota shares his expertise on facial recognition and facial expression analysis technology and its application in Customer Experience programs.

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Customer emotions Consulting Consulting Technology 286

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Your existing customers are far easier to upsell.

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Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 15, 2020

Moreover, the study of neuroscience and psychology has amassed more knowledge about the best way to apply it to consumers over the last ten years than it has over those disciplines’ entire history. Moreover, he sees it as a fusion of art and science, a science that has evolved over the years.

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Beyond Philosophy

JUNE 25, 2020

Years ago, at Stanford, researchers did a study about recalling information at the proper time. Midway, the research team brought the participants in as two groups for a different study. This study reveals an essential concept of advertising. Emotion management and positive memories are the way to do it.

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Management Entertainment Consulting Consulting 473

Beyond Philosophy

NOVEMBER 4, 2014

This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. www.winepleasures.com. 29 July 2011. < [link].

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Customer emotions Customer centricity Consulting Consulting 283

Global Response

MARCH 27, 2024

Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Here are three case studies of companies that successfully implemented call center analytics. Predictive analytics significantly improves customer retention by identifying at-risk customers early.

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Big data Call Center Analytics Interactive Voice Response 62

Toister Performance Solutions

OCTOBER 8, 2020

The experiments showed that saying "thank you" instead of "I'm sorry" when a customer experiences a delay or another minor service failure can increase customer satisfaction and improve survey participation rates. The first study was published in 2018 by Yanfen You. Why do we apologize to customers?

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Advertising Surveys Customer emotions Wait times 114

Beyond Philosophy

OCTOBER 29, 2014

Some studies suggest that losses are twice as powerful, psychologically, as gains… Note that whether a transaction is framed as a loss or as a gain is very important to this calculation: would you rather get a $5 discount, or avoid a $5 surcharge? The same change in price framed differently has a significant effect on consumer behavior….

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Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

AUGUST 12, 2015

Wouldn’t it be great to know exactly what your Customers were feeling when they experience your products or services? Well, that day has come a bit closer as a new study out of Cornell University discovers that the brain has certain codes that it uses to interpret our emotions. What the Study Discovered about Emotions.

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Customer Experience Feedback Personalization Customer emotions 390

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

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Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 12, 2016

As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days. Moreover, we are examining how these emotional responses are influenced by cognition to create a reaction, and how these reactions drive customer behavior. LinkedIn followers can use Autumn10 to get 10% off.

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Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

JANUARY 12, 2015

And, to parallel this, academics were actively studying the impact of emotions on various types of perception and decision-making. There has been a great deal of this, on subjects ranging from metaphor elicitation to emotional and personalized weight processing.

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Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. million prize “as irrationally as possible.”.

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Beyond Philosophy

JULY 16, 2015

The University of Oslo researched the motivation and interpretation of sighs in a series of three studies and concluded following about the act of sighing: A sigh typically signifies a negative mood (e.g., In a study from the University of Leuven , researchers suggest that sighing can also be a physical and mental reset for your body.

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Customer centricity Personalization Customer emotions Marketing 337

Beyond Philosophy

JUNE 17, 2019

When you sheepishly admit that you do not, she studies her sheet of paper for a bit, then consults with another staff member. If you enjoyed this blog, you might also like these: 8 Key Stats to Prove Customer Experience Delivers ROI. Why You Must Create and Sustain a Customer-Centric Culture. How to Measure Customer Emotions.

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Beyond Philosophy

MAY 20, 2015

For several years, up through its purchase by Oracle in 2012, RightNow Technologies commissioned a study (conducted by Harris Interactive), where they stated that great customer service (which they labeled as experience) influences downstream purchasing decisions – at least in online retail. and nine other countries. Australia, 12%.

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Airlines Wait times Self service Enterprise 400

Beyond Philosophy

JULY 17, 2017

At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. They spent time showing customers how to use their phones in the store so they wouldn’t have to call with issues. Hesse didn’t talk about customer emotions.

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Technology Consulting Consulting Customer emotions 332

Beyond Philosophy

APRIL 26, 2017

Tapping into Customer Emotions. Our research has shown that every company’s customer experience has its own unique Emotional Signature , which is the company’s level of emotional engagement with its customers. Make sure you are creating an excellent, up to date CX for your customers. Outrageous!

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Technology Consulting Consulting Customer emotions 283

ShepHyken

DECEMBER 9, 2016

The companies that stand out from the competition today individualize the experience of each customer and inspire positive emotions, which lead to loyalty and word-of-mouth marketing. What Emotions Mean for Customers. Customer Experience = Customer Emotion. What’s your favorite brand and why?

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Customer emotions Marketing Customer Experience Customer Service 306

Beyond Philosophy

DECEMBER 25, 2017

Case Study: Enhance Your CX With This Technology. Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone. Who Wins—Brand or Customer Experienc e? An example is the tempo of music played at the grocery store.

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Advertising Entertainment Customer emotions Customer Experience 298

Beyond Philosophy

FEBRUARY 3, 2015

10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10 Contentverve.com. 25 March 2013. 4 September 2014. <

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Consulting Consulting Customer emotions Morale 305

Fonolo

JANUARY 12, 2023

With an AI boost, predictive call routing can help personalize a customer’s experience by considering the customer’s call history, communication style, and even personality and matching them with an agent best suited to their needs. . Agent turnover is high , and the jobs are stressful.

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Contact Center Interactive Voice Response First call resolution Contact center software 138

Beyond Philosophy

MARCH 6, 2017

Research has consistently shown that price is only one factor that customers consider in determining value. The Emotional Signature. Twelve years ago, we studied emotions and customer spending habits to learn which emotions had the greatest influence, and how that influence played out.

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Consulting Consulting Customer emotions Customer Experience 298

CX Global Media

MAY 11, 2020

You also need to know how to apply AI to enhance your customers’ experience effectively. Studies have shown that using AI in the contact center can either improve or diminish customer engagement and retention. Even though fully automated support can be convenient and cost-efficient, it may damage your customer loyalty.

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Contact Center Technology Customer centricity Customer emotions 194

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Emotions' Comparing groups creates an “Us Versus Them” mentality.

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Consulting Consulting Customer emotions Government 300

Beyond Philosophy

AUGUST 3, 2016

After all, there is no need to figure out what’s bothering customers when they tell you in no uncertain terms. In this case, resolving the issue is vital because according to a recent study by Accenture , 53% of U.S. How to Measure Customer Emotions. What Can We Learn from Restaurants and Casinos?

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Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. According to studies, it has now become the ’70/20/10 rule’, where 10% of Internet users are posting, and 20% are commenting.

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