organizational-psychology Blog Related Topics 
ShepHyken
APRIL 13, 2018
It’s important to achieve clarity on your organizational goals from the information gathered. The reasons are obvious: surveys help your business understand the emotional and psychological factors that drive customer behavior and affect your metrics. The post Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?
NICE inContact
OCTOBER 31, 2019
In positive psychology it is known as “flow.” Flow is when a person is engaged in a doable task, is able to focus, has a clear goal, receives immediate feedback, moves without worrying, has a sense of control, has suspended the sense of self, and has temporarily lost a sense of time” ( Psychology Today, 2015 ).
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Customers That Stick
OCTOBER 2, 2014
With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog. Kate, what was your first job and what did you learn about customer service in it?
Beyond Philosophy
MAY 25, 2023
The Psychology of Memory: What parts of the experience do people remember, and what are we doing to ensure that they do, and in a positive way? These groups or segments need different organizational enticements to optimize the booking experience. Emotions: What is the customer’s likely emotional state at each journey stage?
Beyond Philosophy
MARCH 28, 2019
A consistent finding in psychology is that people don’t like uncertainty or risk. Whenever we went through organizational “restructuring,” there was loads of uncertainty. People are people, no matter what, so understanding people’s psychology and emotional state is critical. To be fair, we are not risk averse all the time.
Beyond Philosophy
APRIL 4, 2019
There is the organizational perspective and then the customer perspective: From the organizational perspective , a brand is a series of symbolic decisions, like a logo, the colors, the character you want to anthropomorphize. You need the high-minded ideals. But you also need to have at least one foot in reality. What is a Brand?
Beyond Philosophy
JULY 13, 2016
On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. Econsultancy heard from the people working on the Customer Experience improvement efforts. Register here today !
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