{"id":110,"date":"2018-05-10T13:56:46","date_gmt":"2018-05-10T17:56:46","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?page_id=110"},"modified":"2023-11-07T22:11:39","modified_gmt":"2023-11-08T03:11:39","slug":"customer-experience","status":"publish","type":"page","link":"https:\/\/beyondphilosophy.com\/customer-experience\/","title":{"rendered":"What Is Customer Experience?"},"content":{"rendered":"

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What Is Customer Experience?<\/span><\/strong><\/h1>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”28px||||false|false” custom_padding=”0px||||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][lwp_divi_breadcrumbs font_icon=”5||divi||400″ link_color=”#FFFFFF” separator_color=”#f6a01d” current_text_color=”#f6a01d” _builder_version=”4.19.0″ _module_preset=”default” module_font=”Red Hat Text|300|||||||” module_font_size=”15px” background_color=”#000000″ custom_margin=”0px||||false|false” custom_padding=”0px|||10%|false|false” global_colors_info=”{}”][\/lwp_divi_breadcrumbs][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ disabled_on=”off|on|on” admin_label=”mobile header” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _dynamic_attributes=”content” _module_preset=”default” text_font=”Red Hat Text|600|||||||” text_text_color=”#FFFFFF” text_font_size=”39px” text_line_height=”1.3em” header_font=”Red Hat Text|600|||||||” header_text_align=”left” header_text_color=”#FFFFFF” header_font_size=”32px” background_color=”#501b5f” custom_margin=”||||false|false” custom_padding=”32px||32px||false|false” text_text_shadow_style=”preset1″ header_text_shadow_style=”preset1″ global_colors_info=”{}”]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][lwp_divi_breadcrumbs font_icon=”5||divi||400″ link_color=”#FFFFFF” separator_color=”#f6a01d” current_text_color=”#f6a01d” _builder_version=”4.19.0″ _module_preset=”default” module_font=”Red Hat Text|300|||||||” module_font_size=”15px” background_color=”#000000″ custom_margin=”0px||||false|false” custom_padding=”0px|||10%|false|false” global_colors_info=”{}”][\/lwp_divi_breadcrumbs][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font=”Red Hat Text||||||||” global_colors_info=”{}”]<\/p>\n

THE TRUE DEFINITION OF CUSTOMER EXPERIENCE<\/h2>\n

Many organizations make the mistake of believing that a Customer Experience is just about the rational aspects including price, how quickly things are delivered, how quickly you answer the phone. This is wrong. Your Customers are people. This means you need to look beyond the rational experience. Hence this definition of Customer experience:<\/p>\n

\n

A Customer Experience (CX) is a Customer\u2019s perception of their rational, physical, emotional, subconscious and psychological interaction with any part of an organization. This perception affects Customer behaviors and builds memories which drive Customer Loyalty and affects the economic value an organization generates.<\/em><\/p>\n<\/blockquote>\n

We discuss what CX is on our podcast The Intuitive Customer<\/em><\/a>, this is a great free resource to help educate you on the topic.<\/p>\n

We are also very proud that Beyond Philosophy have been selected by the Financial Times<\/a> (FT) as one of the best management consultancy companies for 4 years in a row. This is because we focus on driving value ($) for our clients.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ width=”100%” max_width=”100%” module_alignment=”center” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

We would recommend that you:<\/span><\/h2>\n

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READ OUR BLOG<\/span><\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/1.png” title=” ” description=”READ OUR BLOG” background_color=”rgba(80,27,95,0.72)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”22px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/blog\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

ATTEND OUR TRAINING<\/span><\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/2.png” title=” ” description=”ATTEND OUR TRAINING” background_color=”rgba(246,160,29,0.66)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”22px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/cx-services\/corporate-training\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

READ OUR CX BOOKS<\/span><\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/3.png” title=” ” description=”READ OUR CX BOOKS” background_color=”rgba(80,27,95,0.72)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”22px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/books\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font_size=”22px” global_colors_info=”{}”]<\/p>\n

LISTEN TO OUR PODCAST<\/span><\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/Podcast-logo-Intuitive-Customer.png” title=” ” description=”LISTEN TO OUT PODCAST” background_color=”rgba(246,160,29,0.66)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”22px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/podcasts\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

HOW CX CAN IMPROVE YOUR ORGANIZATION<\/h3>\n

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How do I get results?<\/strong><\/p>\n

If you are new to this subject or you are looking to improve your CX but not sure what to do, we can help. One of our clients, Maersk Line<\/em><\/a>, improved their Net Promoter Score\u00ae by 40 points in 30 months which gave them a 10% rise in shipping volumes. We have further examples and case studies of other organizations obtaining similar results by undertaking the methodologies that we use.<\/p>\n

[\/et_pb_text][et_pb_button button_url=”https:\/\/beyondphilosophy.com\/contact\/” button_text=”If you are looking to achieve similar results contact us and we can tell you how.” button_alignment=”center” _builder_version=”4.19.0″ _module_preset=”default” custom_button=”on” button_text_size=”23px” button_text_color=”#FFFFFF” button_bg_color=”#f6a01d” button_font=”Red Hat Text|700|||||||” button_icon=”$||divi||400″ button_icon_color=”#FFFFFF” background_layout=”dark” custom_margin=”64px||||false|false” button_text_shadow_style=”preset2″ global_colors_info=”{}”][\/et_pb_button][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”64px||||false|false” global_colors_info=”{}”]<\/p>\n

How did we do this? <\/strong>We start by undertaking specialized research with their Customers to determine what drives and destroys value (Customer Acquisition, Customer retention, Net Promoter Score\u00ae, etc.) and identify the hidden attributes of the customer experience. On completion, we then set in place the strategy and develop a customer experience statement that also defines the emotions that the organization is trying to deliver. These are the emotions indicated by the research that drive most value $$$.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”0px||||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

The next step is to design the customer journeys and embrace the fact that customers are irrational and we therefore use the subconscious and psychological experience to undertake this work using\u00a0Behavioral Journey Mapping. At the same time as implementing this we need to improve the customer centricity of the organization. Therefore we undertake a customer centricity assessment and put in place a series of recommendations that would enhance their customer centricity.<\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/bigstock-Happy-young-woman-jumping-16414802.jpg” _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

There are finally two other key critical areas to improve when undertaking a programme of this nature. To ensure all this activity is actioned you need to change the measures. So we define what the new\u00a0measures that we are going to put in place. Clearly, you should be measuring the new experience that you are trying to deliver and this means measuring customer emotions.<\/p>\n

Finally, you need to enable your people to be able to deliver this new experience and therefore train them on how to evoke the specific emotions that you have determined drive most value for you. Again, this is where the subconscious experience and understanding the psychology of what is happening with your customers is critical. We can train people on these aspects of the experience and particularly the verbal and non-verbal clues that a customer will give you that reveals how customers are really feeling. The training continues by demonstrating how to convert your customer from feeling whatever emotion they are feeling at the beginning of their experience to the emotions that drive most value for you at the end of their experience.<\/p>\n

We would recommend that a conversation with one of our team in an informal setting to run through this in more depth would be very beneficial.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” use_background_color_gradient=”on” background_color_gradient_stops=”#fbd9a5 43%|#ffffff 43%” width=”100%” max_width=”100%” module_alignment=”center” custom_margin=”||||false|false” custom_css_main_element=” font-weight: 600;|| line-height: 1.5em;||” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”1_5,1_5,1_5,1_5,1_5″ use_custom_gutter=”on” gutter_width=”2″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” width=”92%” max_width=”92%” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”110px||||false|false” global_colors_info=”{}”][et_pb_column type=”1_5″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” custom_padding=”||||false|false” border_color_all=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”||divi||400″ icon_color=”#f6a01d” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”75px” content_max_width=”801px” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ image_icon_custom_margin=”10px||||false|false” module_alignment=”center” custom_margin=”-5vw||||false|false” custom_padding=”10px|20px|25px|20px|false|false” global_colors_info=”{}”]<\/p>\n

Connect on LinkedIn<\/span><\/h4>\n

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Connect on X<\/span><\/h4>\n

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Contact Colin<\/span><\/h4>\n

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About Colin<\/span><\/h4>\n

Click here…<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.19.0″ _module_preset=”default” border_color_all=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”#f6a01d” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”75px” content_max_width=”801px” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ image_icon_custom_margin=”10px||||false|false” module_alignment=”center” custom_margin=”-5vw||||false|false” custom_padding=”10px|20px|25px|20px|false|false” global_colors_info=”{}”]<\/p>\n

Visit the Blog<\/span><\/h4>\n

Click here…<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ width=”100%” max_width=”100%” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2022\/12\/1.webp” title_text=”1″ show_bottom_space=”off” align=”center” _builder_version=”4.19.0″ _module_preset=”default” module_alignment=”right” custom_margin=”||||false|false” custom_padding=”||||false|false” border_width_all=”10px” border_color_all=”#333034″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” global_colors_info=”{}”]<\/p>\n


The Beyond Philosophy team has helped many organizations to improve their CX.<\/span><\/p>\n

Maersk Line improved their CE by 40 points over 30 months, leading to a 10% rise in shipping volumes.<\/span><\/p>\n

See other case studies here\u00a0 <\/i><\/a><\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”24px||||false|false” global_colors_info=”{}”]<\/p>\n

WHAT IS CUSTOMER EXPERIENCE?<\/h3>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font_size=”22px” global_colors_info=”{}”]<\/p>\n

RATIONAL EXPERIENCE<\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/RATIONAL-EXPERIENCE.jpg” title=”Rational Experience accounts for half the typical CX, however most organizations focus solely on it.<\/p>\n

Learn more…” description=” ” background_color=”rgba(80,27,95,0.72)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”20px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/customer-experience\/rational-experience\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font_size=”22px” global_colors_info=”{}”]<\/p>\n

EMOTIONAL EXPERIENCE<\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/EMOTIONAL-EXPERIENCE.jpg” title=” Emotional experience drives everything we do and more than half the typical customer experience is emotional.<\/p>\n

Learn more…” description=” ” background_color=”rgba(246,160,29,0.66)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”20px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/customer-experience\/emotional-experience\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font_size=”22px” global_colors_info=”{}”]<\/p>\n

SUBCONSCIOUS EXPERIENCE<\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/SUBCONSCIOUS-EXPERIENCE.jpg” title=” Every CX has attributes that are both conscious and subconscious. Both evoke emotions.<\/p>\n

Learn more…” description=” ” background_color=”rgba(80,27,95,0.72)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”20px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/customer-experience\/subconscious-experience\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font_size=”22px” global_colors_info=”{}”]<\/p>\n

CUSTOMER LOYALTY<\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/CUSTOMER-LOYALTY.jpg” title=”Discover the true definition of Customer Loyalty as it runs hand-in-hand with emotions. Consider who you’re loyal to.<\/p>\n

Learn more…” description=” ” background_color=”rgba(246,160,29,0.66)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”20px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/customer-experience\/customer-loyalty\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font_size=”22px” global_colors_info=”{}”]<\/p>\n

CUSTOMER RETENTION<\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/CUSTOMER-RETENTION.jpg” title=” The definition of Customer Retention is keeping the customers you have by providing a wonderful CX.<\/p>\n

Learn more…” description=” ” background_color=”rgba(80,27,95,0.72)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”20px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/customer-experience\/customer-retention\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font_size=”22px” global_colors_info=”{}”]<\/p>\n

CUSTOMER AQUISITION<\/p>\n

[\/et_pb_text][DLIHPM_image_hover hover_style=”zoom-in” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/CUSTOMER-ACQUISITION2.jpg” title=” Are you designing your experience in an attractive way? Discover how the CX can be leveraged to obtain new customers<\/p>\n

Learn more…” description=” ” background_color=”rgba(246,160,29,0.66)” _builder_version=”4.19.0″ _module_preset=”default” title_font=”Red Hat Text|600|||||||” title_text_align=”center” title_font_size=”20px” description_font=”Red Hat Text|600|||||||” description_text_align=”center” description_font_size=”23px” link_option_url=”https:\/\/beyondphilosophy.com\/customer-experience\/customer-acquisition\/” title_text_shadow_style=”preset2″ title_text_shadow_horizontal_length=”0.08em” title_text_shadow_vertical_length=”0.08em” title_text_shadow_blur_strength=”0.08em” description_text_shadow_style=”preset2″ global_colors_info=”{}”][\/DLIHPM_image_hover][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”0px||||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_accordion toggle_icon=”)||divi||400″ icon_color=”#f6a01d” use_icon_font_size=”on” icon_font_size=”31px” module_class=”pa-add-accordion-icon” _builder_version=”4.19.0″ _module_preset=”default” body_font=”|300|||||||” body_text_color=”#333034″ global_colors_info=”{}”][et_pb_accordion_item title=”Journey Mapping” open=”on” _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

WHAT IS JOURNEY MAPPING?<\/h3>\n

Organizations promote customer journey mapping as the essential tool to use to realize what your customers want. However, the traditional form of customer journey mapping leaves much of the actual\u00a0Customer Experience<\/a>\u00a0unaddressed. The answer to the question \u201cwhat is journey mapping?\u201d can only be \u201can incomplete look at the moments in a\u00a0CX<\/a>\u00a0journey.\u201d

Why Journey Mapping is Incomplete<\/strong><\/p>\n

We believe accurate CX journey mapping needs to address the emotional journey in addition to the step-by-step interaction map. When engaging in a mapping exercise, you must also remember where the customer journey starts and stops, which, incidentally, isn\u2019t the moment the customer first has a direct interaction with you. Furthermore, the rational part of the experience mapping includes only accounts for half of the overall experience. It misses the emotional, subconscious, and psychological influences that create so much of the outcome of your Customer Experience.<\/p>\n

Traditional strategies provide only a partial view of what your customers want, leaving the rest of the CX to chance. Moreover, you miss a tremendous opportunity to build an emotionally engaging Customer Experience that produces the customer loyalty<\/a>\u00a0that fuels customer\u00a0retention<\/a>.<\/p>\n

Beyond Philosophy take it to the Next Level<\/strong><\/p>\n

When it comes to designing an emotionally engaging experience, few tools are as useful as our Behavioral Exercise. We developed this concept in our global\u00a0Customer Experience Consultancy<\/a>\u00a0to take the traditional Journey Map to the next level. To summarize,\u00a0Behavioral Mapping<\/a>\u00a0addresses the\u00a0emotional moments<\/a>\u00a0of an experience, and how these moments in your customer interaction evoke specific emotions and why. It looks at the customer journey from the customer\u2019s point of view, providing insight into the\u00a0conscious, subconscious<\/a>, and\u00a0psychological influences<\/a>\u00a0that affect how they feel about the Customer Experience you provide.<\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”Net Promoter Score\u00ae” _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}” open=”off”]<\/p>\n

WHAT IS YOUR NPS\u00ae \u2013 NET PROMOTER SCORE\u00ae?<\/h3>\n

The True Definition of a NPS\u00ae<\/b><\/p>\n

What is Net Promoter Score\u00ae and why should you know your NPS\u00ae\u00a0? When it comes to measuring\u00a0Customer Experience<\/a>, there is nothing quite as relevant as your organization\u2019s NPS\u00ae or Net Promoter Score\u00ae.<\/p>\n

Your Net Promoter Score\u00ae is a score on a scale of 1 to 10 that your customers choose to indicate how likely they are to recommend your product or service to others.<\/p>\n