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CUSTOMER EXPERIECE HEROES & VILLAINS 2

Mar 17, 2021
3 min

CUSTOMER EXPERIECE HEROES & VILLAINS 2

This story is submitted by my Professional Speaking Association pal and business coach, Claire Boyles. “I've just had a brilliant customer experience, I was on the search for sourdough bread locally. Unfortunately, not all sourdough breads are equal, many of them are sourdough in name, but also have added ingredients such as yeast. The wheat and added ingredients in normal breads leave me looking 6 months pregnant (Bloaty McBloat Bloat!) and give me a variety of unpleasant

How to emotionally score VOC Voice of the Customer and Sentiments

Mar 17, 2021
3 min

How to emotionally score VOC Voice of the Customer and Sentiments

VOC is a vital part of any communication strategy because sometimes I want to tell you what I think and if you allow me that opportunity, and I feel that my voice has been heard, then you have improved our relationship and got me (your customer) to act as your free quality monitor and ideas guy.....this as they say is a good bet! I frequently used to lecture that if you get out of their way your customers will build you a better business model with better products and servic

CUSTOMER EXPERIECE HEROES & VILLAINS

Mar 17, 2021
3 min

CUSTOMER EXPERIECE HEROES & VILLAINS

HEROES STOLEN DOG RECAPTURED BY AN AMAZON EMPLOYEE Just after a delivery driver dropped off an Amazon parcel, containing dig food, the owner noticed that his young dog, Wilma – a reasonably valuable miniature schnauzer, was missing. He informed Amazon in UK of his suspicions about the driver (working for a contracted delivery company) and, for good measure, he emailed Jeff Bezos, Amazon’s founder and CEO and reportedly, the world’s richest man. Rob an Amazon UK employee, saw

Digital Transformation - Getting Emotional

Mar 17, 2021
5 min

Digital Transformation - Getting Emotional

I was at a party at the weekend and someone asked if "all that emotion stuff" I have been writing about will change the way I think about business transformation - as I am out there looking for my next project right now. (Clients please note!) I think that somethings have become a little clearer. The things I have learnt over the last couple of years has really opened my eyes to the power of behavioural engineering. I am going to call it e-transformation for this article. I a

Next Gen Contact Centre experience - it will start with chat

Mar 17, 2021
3 min

Next Gen Contact Centre experience - it will start with chat

I am back in Paris in a few weeks and then Athens to talk about the next generation contact experience and the next generation contact centre. I thought I would share with you some of the things I am looking at, and ask what you think are going to be on the agenda, in 2 years time. I spend more than half my time at the moment thinking about the design of next generation contact centres and looking at how my clients and their clients will be delivering their contact centre sol

Learn how to measure customer emotions today

Mar 17, 2021
1 min

Learn how to measure customer emotions today

Measuring Customer Emotions a practical training course opens today with 2 courses. The fundamentals course - £49.95 (includes everything you need to know about measuring customer emotions to build a model and start to use it.) Click here The fundamentals + exam course £149.95 (includes everything you need to know about measuring customer emotions to build a model and start to use it + exam. The exam includes developing an excel model which will be marked. Tutoring is part of

Emotional Word traps - are you satisfied?

Mar 17, 2021
2 min

Emotional Word traps - are you satisfied?

*emotion-score is based on known emotional states and easy to understand questions asked in specially engineered experiences in the best way possible. On a scale of 1 – 10…how satisfied are you that you have not painted yourself into a corner and fallen into word traps ? Satisfaction is a good metric because it targets the actual feeling of the event There is never a perfect time and a perfect question, so it's important not to create verbal traps that create poor responses….

How do you feel? that's is the ultimate question

Mar 17, 2021
3 min

How do you feel? that's is the ultimate question

Extract 6 of Measuring Customer Emotions How do feel about the service you received? or how did you feel after our phone call? or before we answered the call, or when you arrived at my website. How did you feel this morning and how do you feel now! In this extract from Measuring Customer Emotions I want to talk about some basic rules about questioning best practice it is worth reviewing: 1 Channel impacts outcome If you are face to face - looking into the eyes of our model yo

Number 5 Beyond Emotions - BEING

Mar 17, 2021
2 min

Number 5 Beyond Emotions - BEING

This is part 5 of the measuring customer emotions series. In the previous extracts we looked at all of the other groups this is our final one. This is a state of being. This is the moment when you see your beloved in her wedding gown the first steps of an infant and the moment you lose control of your temper. THIS IS PASSION I am beyond angry beyond love because I am in a state of passion. Your product or service has touched my life so much I am in a state of rapture Group 5

Emotionally engaged customers - Your biggest risk

Mar 17, 2021
4 min

Emotionally engaged customers - Your biggest risk

This is part 4 of measuring customer emotions series of extracts *Emotion-Scores (e-scores for short) are a CXFO.Org emotion measurement tool In the last extract I talked about the customers who are not really fans and with whom you don't have a strong emotional connection. Today I want to talk about the customers who are engaged. Engaged Customers are your largest commercial risk. Ironically we want engaged customers but they are dangerous. The reason is simple, because the

Don't know, don't care, or both - measuring emotion

Mar 17, 2021
3 min

Don't know, don't care, or both - measuring emotion

This is part 3 of the series on measuring customer emotions For most brands for most products we may own them but we are not emotionally engaged. We may not even remember the brand or the manufacturer. There are many good reasons for that. Most people don't remember things that work and things that only hold a functional based emotional relationship status. There are brands at the other end of the spectrum that I will talk about later but for this blog let's just consider th

Measuring emotions the second step - You are right but I don't care!

Mar 17, 2021
3 min

Measuring emotions the second step - You are right but I don't care!

This is the second part of Measuring Customer Emotions In my last blog I showed you how to build a crude emotional model using a simple visual template. If you missed it or want a recap you can click here. Based on some of the questions I got, (thank you all) I want to be absolutely clear with you that without step one there are no other steps. Warning - It is vital to have a working model of normal emotional states or any results you get are just tainted. You cannot assess h

Facebook responds to EU

Mar 17, 2021
2 min

Facebook responds to EU

Apparently BREXIT happened today and I missed it. You did too! - I am not surprised. What is stranger is that I don't live under english law either. I am no longer covered by European law - I am living under american law now. Actually we brits are not the only ones who don't live in Europe as I understand that a lot of Europeans live under american law. Facebook decide to take 1.5 BILLION users out of the protection of European privacy law and moved them to America. Many in E

How to create a customer emotion model in an hour or less

Mar 17, 2021
3 min

How to create a customer emotion model in an hour or less

I want to apologise for those waiting for my book....we have had to take it down for technical improvements (which is internal slang for Morris screwed up and it will take weeks to fix). It will be back as soon as possible! By way of compensation here is an extract from chapter 1 of Measuring Customer Emotions (the textbook from training courses) click for details How do you build a customer emotion model? Q - Is there is a way to do it in less than an hour? A - I am going

How are you at reading my emotions?

Mar 17, 2021
2 min

How are you at reading my emotions?

If you want to get an accurate read of emotions you need to start from a model of how customers are before they meet you! I call it the HAY model. Saying “hello, how are you?” is at the start of every social interaction. It is the declaration of our emotional state. We all do it, all the time......so we understand it! It is a keystone habit of behaviour which means we all understand it really well. We can build a crude model of how are you? Because if we can do that, then we

Storytelling - a really short CX Guide

Mar 17, 2021
4 min

Storytelling - a really short CX Guide

Understanding the importance of your story in delivering a CX is vital

facebook drops $80bn in 10 days as we get emotional about trust...a little prediction

Mar 17, 2021
3 min

facebook drops $80bn in 10 days as we get emotional about trust...a little prediction

Many news sources in the UK and US today have published that the Cambridge Analytica scandal has cost $80bn in 10 days....I think that's what you could buy Starbucks for that. mark zuckerburg and his team appear to be rushing towards a social media meltdown at the speed of United Airlines rushing towards their next victim with a tazer. They don't seem realise that they have now impacted the state of their relationship with their users and that this is now emotional. I used to

Now you are in for an experience

Mar 17, 2021
1 min

Now you are in for an experience

TheExperienceManager.com platform is an exciting new environment where you can create and share customer journeys. It is easy to use, comes with templates and help content and allows you to start designing an experience in a matter of minutes. Its a customer journey mapping tool and so much more! From organising lunch to developing a CX Strategy in a social media crisis its important to use the right tools #CustomerExperienceFoundation #CXFO #CustomerSatisfaction #NetPromotor

Beyond NPS - Why not just ask better questions?

Mar 17, 2021
1 min

Beyond NPS - Why not just ask better questions?

Today we are launching Measuring-Customer-Emotions.Com Training so I thought I would write about it. Our first product is the short course How are you? Part 1 is called How Are You? There are 4 parts: Understand how we think about emotions Convert emotions to words Convert emotions to numbers Build our first Emotion Dashboard Watch the Movie Download the slides and templates Join the Forum and a money back guarantee! Its a simple approach to managing the emotional part of cu

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