Feb 23, 2019
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. Using technology, you...
Feb 16, 2019
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical.
What we don’t usually share is that by academic standards, this concept is relatively new. An older theory...
Feb 9, 2019
Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do.
That said, not everyone believes it yet.
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Not so long ago, I was having a conversation...
Feb 6, 2019
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud.
This bonus episode podcast explores how you can take your idea and turn it into an Financial Times...
Feb 2, 2019
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers.
However, psychology is unlike other sciences; it isn’t exact. In fact,...