CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 182

Customer Service Seminar Travel Customers 182

InMoment XI

JUNE 15, 2022

Over our decades of experience improving customer and employee experiences with the world’s most beloved brands, our experts have collected plenty of best practices and compiled them into various resources to help you inform your efforts! When to Send a Traditional Employee or Customer Experience Survey.

White Paper 260

White Paper Consulting Feedback Employee Experience 260

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Beyond Philosophy

JUNE 28, 2019

The first is a psychological principle called symbolic self-completion, and it can also affect customer behavior in your experience. Symbolic self-completion is the idea that we surround ourselves with evidence that we are what we hope we are. Our Self-Perception Drives Some of Our Customer Behavior.

Social Media 104

Social Media Apparel Sales Customers 104

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language. I felt that way, too.

Presentation 78

Presentation Consulting Interaction Reference 78

CX Workout - Ideas Blog

MAY 17, 2021

Moving beyond tasks, check lists and rating scale to understand how shoppers truly experience a brand. Reveal specific emotions that impact future buying behavior. Actively listen to and watch people tell stories about their experience. Designed to promote creativity, engagement, verbosity, and emotional responsiveness.

Webinar 88

Webinar Download Retail Insights 88

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 140

Customer Service Seminar Travel Customers 140

Daniel Group

SEPTEMBER 15, 2023

Throughout the interview, Reichheld underscores the significance of customer loyalty, the emotional bond between businesses and customers, and the pivotal role of outcome metrics in understanding and driving business growth. His books, particularly his latest, “ Winning on Purpose, ” are widely acclaimed.

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

Maru Group

JANUARY 17, 2023

Companies recognize that delivering a great Employee Experience (EX) that considers and puts its employees first is the key to unlocking better business outcomes. My name is Glyn, and I have 20 years of experience measuring and building great employee experiences. Que the pizza party calendar invite. Read the whitepaper.

Engagement 79

Engagement 2023 Employee Experience Measurement 79

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. EQ Realm #1: Know your emotions.

Management 78

Management Leadership Events Customer Service Representative 78

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. In their 2009 meta-analysis presented by Gallup, Harter et al.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

Beyond Philosophy

AUGUST 21, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. WE ARE MORE EMOTIONAL ON OUR PHONES THAN COMPUTERS. The phone has a smaller keyboard and screen.

Transportation 179

Transportation Information Technology Consulting 179

Beyond Philosophy

AUGUST 12, 2020

Traditional journey mapping is what a customer is doing, but is missing a few things. It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. .

Customer Journey Mapping 187

Customer Journey Mapping Hotels Customer Journey Net Promoter Score 187

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. One of the main benefits of LLMs in customer service is increased efficiency. This can enhance customer satisfaction and help companies reach a wider audience.

Social Media 52

Social Media Customer Service Representative Interaction Customer Service 52

InMoment XI

JUNE 22, 2022

Microsurveys are the key to gaining the customer feedback you need to power your CX program, and many of these surveys are sent via email. The first step to receiving that survey feedback is getting your customer to open your email. . Effective customer interaction is super dependent on speaking your audience’s language.

Net Promoter Score 260

Net Promoter Score NPS Reference Feedback 260

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. We also interpret evidence in a way that is consistent with what we already think. How Confirmation Bias Works in Customer Experience. However, it also works in the negative.

Leadership 156

Leadership Consulting Presentation Sports 156

Beyond Philosophy

MARCH 7, 2019

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. Let’s take a look at a few different ways you can get feedback on customer emotions.

Measurement 122

Measurement Presentation Fashion Consulting 122

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. Bills are wrong.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? If you’re going to have a job improving Customer Experience, you should first define which parts of your experience drive value.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Beyond Philosophy

APRIL 2, 2020

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? What we do want is to know how to facilitate customer-driven growth. Their retail experience encourages feelings of ownership.

2004 159

2004 Retail Brands Books 159

SurveySparrow

JUNE 14, 2023

As evident for a long time, surveys are important for gaining insight and collecting honest feedback. By analyzing the information collected, companies can improve their operations, make required changes and provide high value to their customers. But fret not! AI is here to the rescue.

Insights 52

Insights Competitive Advantage Touchpoint NPS 52

Beyond Philosophy

JUNE 17, 2020

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 120

Leadership Consulting Presentation Sports 120

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.

Presentation 156

Presentation Measurement Books Customer Experience 156

ShepHyken

OCTOBER 6, 2022

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?

Effort Score 70

Effort Score Customer Journey Mapping Touchpoint Customer Relationships 70

Beyond Philosophy

JULY 25, 2020

Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. The Illusion of Control manifests in several different ways for a Customer Experience. Key Takeaways.

Sports 157

Sports Events Advertising Sales 157

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

CSM Magazine

APRIL 6, 2023

It’s also why our focus on wellbeing at Sabio has always been to adopt a data-led approach – one that can begin to track wellbeing and evidence decision-making, matching the actions that we take with quantifiable business improvements. Emotions reflect somebody’s subjective experience of their workplace.

Consulting 52

Consulting 2023 Download Engagement 52

Beyond Philosophy

NOVEMBER 1, 2017

The lawsuits are public records, which means the accusations and evidence can’t be hidden from view. Lying to customers, as Wells Fargo did, creates negative emotions. And this creates even more negative emotions. In general, positive emotions drive value and loyalty, while negative ones destroy it.

Banking 110

Banking Consumers Consulting Download 110

Alida

NOVEMBER 23, 2018

During the afternoon gathering, Ian Jackman, Head of Data Enablement captured the audience to speak about his journey of establishing the true voice of the customer at Bendigo Bank. Three key themes have been highlighted from the discussion: An anecdotal focus to evidence-based to insight and action. Please’ focuses on responsiveness.

Brands 113

Brands Banking Metrics Insights 113

Beyond Philosophy

JUNE 21, 2015

It shows that Virgin values their people and their emotional state while working there. I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. Emotions Play Big Roles in Both Employee and Customer Experiences.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. This focus on the rational misses the crucial emotional element of a brand experience.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. This focus on the rational misses the crucial emotional element of a brand experience.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Loyalty is an emotional reaction.

Customer Centricity 174

Customer Centricity Consulting Transportation Sports 174

Beyond Philosophy

MAY 12, 2016

Emotions affect our behavior, more than many of us like to admit. With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. How powerful is worry?

Insurance 112

Insurance Call Center Consulting Books 112

BirdEye

MAY 15, 2023

Do you want to create an engaging and memorable customer experience? But creating such a plan isn’t easy — it requires knowledge of marketing techniques, research into customer behavior, and understanding how people interact with brands. Then look for ways to communicate those features with your customers in an engaging way.

Brands 98

Brands Social Media Communication Consumers 98

SurveySparrow

JULY 26, 2023

These exceptional experiences are the result of careful attention to two crucial elements: customer experience (CX) and user experience (UX). Let’s dive into the realm of customer experience vs. user experience. What is Customer Experience? What is User Experience?

User Experience 52

User Experience Customer Experience Net Promoter Score Metrics 52