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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.

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How To Measure Customer Emotions

Beyond Philosophy

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. What Emotions Should You Measure? NPS is a meaningful way to measure your Customer Experience, but it isn’t the only way.

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How To Measure Authentic Customer Emotions In Real Time

Beyond Philosophy

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.

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The 5 Rules for Measuring and Managing Customer Emotions

Beyond Philosophy

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Complete this short survey.

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Understanding the Impact and Importance of Customer Emotions: a Q&A with Maria Pocovi

Call Center Weekly

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? Well the first step is to really understanding the emotional experience of their customers.

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Guest Post: The Biggest Value Driver That is Not on Your Journey Map

ShepHyken

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps? Source: Gartner.

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5 Rules For Making Customers Feeling ‘Cared For’ And ‘Valued’

Beyond Philosophy

Here are some highlights of the discussion: 01:53 Colin explains why Valued and Cared For are such important emotions regarding Customer Experiences. 05:42 Colin uses Ryan’s life experiences to demonstrate how you find the specific actions that evoke emotions for people by examining your own. Complete this short survey.