{"id":119,"date":"2014-09-11T14:17:25","date_gmt":"2014-09-11T18:17:25","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?page_id=119"},"modified":"2023-10-20T17:18:49","modified_gmt":"2023-10-20T21:18:49","slug":"emotional-experience","status":"publish","type":"page","link":"https:\/\/beyondphilosophy.com\/customer-experience\/emotional-experience\/","title":{"rendered":"Emotional Experience"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; disabled_on=&#8221;on|off|off&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; width=&#8221;100%&#8221; max_width=&#8221;100%&#8221; custom_margin=&#8221;||0px||false|false&#8221; custom_padding=&#8221;||0px||false|false&#8221; da_disable_devices=&#8221;off|off|off&#8221; saved_tabs=&#8221;all&#8221; global_colors_info=&#8221;{}&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; width=&#8221;100%&#8221; max_width=&#8221;100%&#8221; custom_margin=&#8221;||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_image src=&#8221;https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2023\/03\/Banner-header-2.jpg&#8221; title_text=&#8221;Banner-header-2&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; width=&#8221;100%&#8221; max_width=&#8221;100%&#8221; custom_margin=&#8221;-81px||-120px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][et_pb_text _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; text_font=&#8221;Red Hat Text|700|||||||&#8221; text_text_color=&#8221;#FFFFFF&#8221; text_font_size=&#8221;55px&#8221; text_line_height=&#8221;1.3em&#8221; header_font=&#8221;Red Hat Text|700|||||||&#8221; header_font_size=&#8221;55px&#8221; header_line_height=&#8221;1.2em&#8221; background_enable_image=&#8221;off&#8221; min_height=&#8221;62.6px&#8221; custom_margin=&#8221;-160px|||100px|false|false&#8221; text_text_shadow_style=&#8221;preset1&#8243; header_text_shadow_style=&#8221;preset1&#8243; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1 style=\"text-align: left;\"><strong><span style=\"color: #ffffff;\">Emotional Experience<\/span><\/strong><\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; width=&#8221;100%&#8221; max_width=&#8221;100%&#8221; custom_margin=&#8221;28px||||false|false&#8221; custom_padding=&#8221;0px||||false|false&#8221; hover_enabled=&#8221;0&#8243; global_colors_info=&#8221;{}&#8221; sticky_enabled=&#8221;0&#8243;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.19.0&#8243; 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link_color=&#8221;#FFFFFF&#8221; separator_color=&#8221;#f6a01d&#8221; current_text_color=&#8221;#f6a01d&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; module_font=&#8221;Red Hat Text|300|||||||&#8221; module_font_size=&#8221;15px&#8221; background_color=&#8221;#000000&#8243; custom_margin=&#8221;0px||||false|false&#8221; custom_padding=&#8221;0px|||10%|false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/lwp_divi_breadcrumbs][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; da_disable_devices=&#8221;off|off|off&#8221; global_colors_info=&#8221;{}&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row column_structure=&#8221;2_3,1_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;||0px||false|false&#8221; custom_padding=&#8221;||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;2_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2>WHAT IS EMOTIONAL EXPERIENCE?<\/h2>\n<p><b>Understanding the True Definition of Emotional Experience<\/b><br \/>Are your Customers people? Of course they are and therefore it is vital to understand that emotions drive everything we do, wether this is in\u00a0Business to Consumer or Business to Business. More than half the typical <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">customer experience<\/a> is emotional. Just consider this. Everyone wants loyal customers, but what is loyalty? Ask yourself this. Who are you loyal to? Your answer is almost definitely family and friends. Why? Because there is an emotional bond. So understanding the emotions you are evoking in your Customers is vital. Therefore, designing an emotionally engaging experience is vital. Also, understanding that emotions drive most value $ for you.<\/p>\n<p>A quick look at your customer complaints will easily demonstrate just how emotional they can be, yet most organizations ignore this fact and concentrate their experience on the \u2018what\u2019 rather than the \u2018how\u2019.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_image src=&#8221;https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/07\/the-intuitive-customer-left-jpeg2.jpg&#8221; alt=&#8221;the intuitive customer by colin shaw and ryan hamilton&#8221; title_text=&#8221;Visit Amazon&#8221; url=&#8221;https:\/\/www.amazon.com\/stores\/author\/B001ITXFR2&#8243; url_new_window=&#8221;on&#8221; use_overlay=&#8221;on&#8221; overlay_icon_color=&#8221;#FFFFFF&#8221; hover_overlay_color=&#8221;rgba(51,48,52,0.66)&#8221; hover_icon=&#8221;&#x54;||divi||400&#8243; show_bottom_space=&#8221;off&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;0px||||false|false&#8221; custom_padding=&#8221;0px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;0px||||false|false&#8221; custom_padding=&#8221;0px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>A well-designed customer experience triggers emotions that have a positive effect on <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/customer-retention\/\">customer retention<\/a> and <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/customer-loyalty\/\">customer loyalty<\/a>. Effectively, a great experience transcends the rational\/physical attributes of the literal product (quality, price, delivery, quantity) \u2013 or the \u2018what\u2019 \u2013 and becomes part of the product itself. The irony is that right now your customers are feeling emotions with your customer experience; the issue is that you have no control over them and they are not deliberate. To retain customers and create loyalty you must design an emotionally engaging experience.<\/p>\n<p><em>But be careful: you must also be specific. There are many emotions that you can be evoked and some destroy value in the customer relationship.<\/em><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;RGBA(255,255,255,0)&#8221; use_background_color_gradient=&#8221;on&#8221; background_color_gradient_stops=&#8221;#fbd9a5 43%|#ffffff 43%&#8221; width=&#8221;100%&#8221; max_width=&#8221;100%&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;||||false|false&#8221; custom_css_main_element=&#8221; font-weight: 600;||  line-height: 1.5em;||&#8221; da_disable_devices=&#8221;off|off|off&#8221; global_colors_info=&#8221;{}&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; 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content_max_width=&#8221;801px&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#333034&#8243; image_icon_custom_margin=&#8221;10px||||false|false&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;-5vw||||false|false&#8221; custom_padding=&#8221;10px|20px|25px|20px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4 style=\"color: #ffffff; text-align: center;\"><span style=\"color: #ffffff;\">Connect on LinkedIn<\/span><\/h4>\n<p><center><a href=\"http:\/\/linkedin.com\/in\/colinrjshaw\/\" class=\"small-button smallblue\" rel=\"nofollow noopener\" target=\"_blank\">Click here&#8230;<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=&#8221;1_5&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; border_color_all=&#8221;RGBA(255,255,255,0)&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_blurb image_icon_background_color=&#8221;RGBA(255,255,255,0)&#8221; image_icon_width=&#8221;75px&#8221; content_max_width=&#8221;801px&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#333034&#8243; image_icon_custom_margin=&#8221;10px||||false|false&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;-5vw||||false|false&#8221; custom_padding=&#8221;10px|20px|25px|20px|false|false&#8221; hover_enabled=&#8221;0&#8243; global_colors_info=&#8221;{}&#8221; title_text=&#8221;x&#8221; image=&#8221;https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2023\/10\/x.png&#8221; sticky_enabled=&#8221;0&#8243;]<\/p>\n<h4 style=\"color: #ffffff; text-align: center;\"><span style=\"color: #ffffff;\">Connect on X<\/span><\/h4>\n<p><center><a href=\"http:\/\/twitter.com\/colinshaw_cx\" class=\"small-button smallblue\" rel=\"nofollow noopener\" target=\"_blank\">Click here&#8230;<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=&#8221;1_5&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; border_color_all=&#8221;RGBA(255,255,255,0)&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_blurb use_icon=&#8221;on&#8221; font_icon=&#8221;&#xf304;||fa||900&#8243; icon_color=&#8221;#f6a01d&#8221; image_icon_background_color=&#8221;RGBA(255,255,255,0)&#8221; image_icon_width=&#8221;75px&#8221; content_max_width=&#8221;801px&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#333034&#8243; image_icon_custom_margin=&#8221;10px||||false|false&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;-5vw||||false|false&#8221; custom_padding=&#8221;10px|20px|25px|20px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4 style=\"color: #ffffff; text-align: center;\"><span style=\"color: #ffffff;\">Contact Colin<\/span><\/h4>\n<p><center><a href=\"https:\/\/beyondphilosophy.com\/contact\/\" class=\"small-button smallblue\">Click here&#8230;<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=&#8221;1_5&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; border_color_all=&#8221;RGBA(255,255,255,0)&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_blurb use_icon=&#8221;on&#8221; font_icon=&#8221;&#xf128;||fa||900&#8243; icon_color=&#8221;#f6a01d&#8221; image_icon_background_color=&#8221;RGBA(255,255,255,0)&#8221; image_icon_width=&#8221;75px&#8221; content_max_width=&#8221;801px&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#333034&#8243; image_icon_custom_margin=&#8221;10px||||false|false&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;-5vw||||false|false&#8221; custom_padding=&#8221;10px|20px|25px|20px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4 style=\"color: #ffffff; text-align: center;\"><span style=\"color: #ffffff;\">About Colin<\/span><\/h4>\n<p><center><a href=\"https:\/\/beyondphilosophy.com\/about\/our-team\/colin-shaw\/\" class=\"small-button smallblue\">Click here&#8230;<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=&#8221;1_5&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; border_color_all=&#8221;RGBA(255,255,255,0)&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_blurb use_icon=&#8221;on&#8221; font_icon=&#8221;&#xf09e;||fa||900&#8243; icon_color=&#8221;#f6a01d&#8221; image_icon_background_color=&#8221;RGBA(255,255,255,0)&#8221; image_icon_width=&#8221;75px&#8221; content_max_width=&#8221;801px&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#333034&#8243; image_icon_custom_margin=&#8221;10px||||false|false&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;-5vw||||false|false&#8221; custom_padding=&#8221;10px|20px|25px|20px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4 style=\"color: #ffffff; text-align: center;\"><span style=\"color: #ffffff;\">Visit the Blog<\/span><\/h4>\n<p><center><a href=\"https:\/\/beyondphilosophy.com\/blog\/\" class=\"small-button smallblue\">Click here&#8230;<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;||||false|false&#8221; da_disable_devices=&#8221;off|off|off&#8221; global_colors_info=&#8221;{}&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row column_structure=&#8221;2_3,1_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;2_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text module_class=&#8221;bullet_list_spacing&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><a href=\"https:\/\/beyondphilosophy.com\/books\/\"><i>The DNA of Customer Experience: How emotions drive value. Palgrave MacMillan, 2007<\/i><\/a>\u00a0\u2013 a seminal book written by Colin Shaw, Founder of Beyond Philosophy, explains how customer emotions drive value to your business. It outlines the fact that all organizations also have an Emotional Signature\u00ae that outlines the level of emotional engagement an organization has with its customers. <br \/>Research conducted for our book shows that there are twenty emotions that drive and destroy value. We can statistically prove the link between these emotions and customer loyalty and customer retention. We can also show the statistical link between these emotions along with the following:<\/p>\n<ul>\n<li>How much value each emotion drives for you<\/li>\n<li>What effect those emotions have on your brand<\/li>\n<li>The impact on your Net Promoter Scores\u00ae<\/li>\n<li>Overall customer satisfaction.<\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_image src=&#8221;https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2023\/03\/DNA-of-CX-Facing-Left-1.jpg&#8221; alt=&#8221;the intuitive customer by colin shaw and ryan hamilton&#8221; title_text=&#8221;Visit Amazon&#8221; url=&#8221;https:\/\/www.amazon.com\/DNA-Customer-Experience-Emotions-Drive\/dp\/0230500005&#8243; url_new_window=&#8221;on&#8221; use_overlay=&#8221;on&#8221; overlay_icon_color=&#8221;#FFFFFF&#8221; hover_overlay_color=&#8221;rgba(51,48,52,0.66)&#8221; hover_icon=&#8221;&#x54;||divi||400&#8243; show_bottom_space=&#8221;off&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;||0px||false|false&#8221; custom_padding=&#8221;||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;0px||||false|false&#8221; custom_padding=&#8221;0px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;0px||||false|false&#8221; custom_padding=&#8221;0px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p>This applies equally in business-to-business and business-to-consumer environments.<\/p>\n<p style=\"text-align: center; font-size: 24px; color: #fff;\"><a href=\"https:\/\/beyondphilosophy.com\/consulting\/emotional-signature\/\/\" class=\"small-button smallblue\">Learn about Emotional Signature\u00a0 <i class=\"fas fa-arrow-right\" style=\"font-size: 25px; color: #fff;\"><\/i><\/a><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;RGBA(255,255,255,0)&#8221; use_background_color_gradient=&#8221;on&#8221; background_color_gradient_stops=&#8221;#fac677 50%|#ffffff 50%&#8221; width=&#8221;90%&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;||||false|false&#8221; custom_css_main_element=&#8221; font-weight: 300;||  line-height: 1.5em;||&#8221; da_disable_devices=&#8221;off|off|off&#8221; global_colors_info=&#8221;{}&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row column_structure=&#8221;1_3,1_3,1_3&#8243; use_custom_gutter=&#8221;on&#8221; gutter_width=&#8221;2&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;RGBA(255,255,255,0)&#8221; width=&#8221;70%&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;48px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;RGBA(255,255,255,0)&#8221; custom_padding=&#8221;||||false|false&#8221; border_color_all=&#8221;RGBA(255,255,255,0)&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_blurb image=&#8221;https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2022\/12\/icon1.jpg&#8221; content_max_width=&#8221;801px&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#333034&#8243; module_alignment=&#8221;center&#8221; custom_margin=&#8221;-5vw||||false|false&#8221; custom_padding=&#8221;10px|20px|25px|20px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4 style=\"color: #ffffff; text-align: center;\"><span style=\"color: #ffffff;\">Strategic Services<\/span><\/h4>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">We can help you define and think about your strategy through our proven methodology and then train your team on it.<\/span><\/p>\n<p><center><a href='#' class='small-button smallblue'>Find out more&nbsp;&nbsp;&nbsp;&nbsp;<i class='fas fa-arrow-right' style='font-size:18px;color:white'><\/i><\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; border_color_all=&#8221;RGBA(255,255,255,0)&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_blurb image=&#8221;https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2022\/12\/icon1.jpg&#8221; content_max_width=&#8221;801px&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#333034&#8243; module_alignment=&#8221;center&#8221; custom_margin=&#8221;-5vw||||false|false&#8221; custom_padding=&#8221;10px|20px|25px|20px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4 style=\"color: #ffffff; text-align: center;\"><span style=\"color: #ffffff;\">Tactical Services<\/span><\/h4>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">Over the years we have developed several leading CX tools, frameworks, and technics that can help your company grow.<\/span><\/p>\n<p><center><a href='#' class='small-button smallblue'>Find out more&nbsp;&nbsp;&nbsp;&nbsp;<i class='fas fa-arrow-right' style='font-size:18px;color:white'><\/i><\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; border_color_all=&#8221;RGBA(255,255,255,0)&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_blurb image=&#8221;https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2022\/12\/icon1.jpg&#8221; content_max_width=&#8221;801px&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#333034&#8243; module_alignment=&#8221;center&#8221; custom_margin=&#8221;-5vw||||false|false&#8221; custom_padding=&#8221;10px|20px|25px|20px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4 style=\"color: #ffffff; text-align: center;\"><span style=\"color: #ffffff;\">Emotional Signature<\/span><\/h4>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">We show you how to prioritize your focus on the elements that give you the greatest return on your investment.<\/span><\/p>\n<p><center><a href='#' class='small-button smallblue'>Find out more&nbsp;&nbsp;&nbsp;&nbsp;<i class='fas fa-arrow-right' style='font-size:18px;color:white'><\/i><\/a><\/center>[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;0px||||false|false&#8221; custom_padding=&#8221;0px||||false|false&#8221; da_disable_devices=&#8221;off|off|off&#8221; global_colors_info=&#8221;{}&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2>DELIVER AN EMOTIONAL ENGAGING EXPERIENCE.<\/h2>\n<p>Once you understand the level of emotional engagement you have with customer and what is driving and destroying value, you can focus on design and delivering an emotionally engaging customer experience using <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/customer-experience-mapping\/\">Behavioral Journey Mapping<\/a>.<\/p>\n<p style=\"text-align: center; font-size: 24px; color: #fff;\"><a href=\"https:\/\/beyondphilosophy.com\/about\/customer-experience\/customer-experience-mapping\/\" class=\"small-button smallblue\">Learn about Behavioral Journey Mapping\u00a0 <i class=\"fas fa-arrow-right\" style=\"font-size: 25px; color: #fff;\"><\/i><\/a><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#501b5f&#8221; min_height=&#8221;359.3px&#8221; custom_margin=&#8221;||-62px|||&#8221; da_disable_devices=&#8221;off|off|off&#8221; saved_tabs=&#8221;all&#8221; global_colors_info=&#8221;{}&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row column_structure=&#8221;1_2,1_2&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#501b5f&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_css_main_element=&#8221;li{||  margin: 10px 0;||}||a.smallred, a.bigred {||  background: white !important;||  border: 1px solid #fff !important;||  color: #333034 !important;||}||a.small-button, a.icon-button {||  padding: 6px 44px !important;||  font-weight: bold !important;||  font-size: 18px !important;||}&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2><span style=\"color: #ffffff;\">Let&#8217;s talk&#8230;<\/span><\/h2>\n<p><span style=\"color: #ffffff; font-size: 24px; font-weight: lighter;\">&#8230;about how we can help you with your goals? Schedule a no-cost, no obligation consultation with us today.<\/span><\/p>\n<a href=\"https:\/\/beyondphilosophy.com\/contact\/\" class=\"small-button smallblue\">Contact us now\u00a0\u00a0\u00a0\u00a0<i class=\"fas fa-arrow-right\" style=\"font-size: 18px; color: white;\"><\/i><\/a>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_image src=&#8221;https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2022\/12\/lets-talk.jpg&#8221; title_text=&#8221;lets-talk&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; z_index=&#8221;7&#8243; width=&#8221;83.3%&#8221; custom_margin=&#8221;||-70vw||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; da_disable_devices=&#8221;off|off|off&#8221; global_colors_info=&#8221;{}&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_divider show_divider=&#8221;off&#8221; _builder_version=&#8221;4.19.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_divider][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Emotional Experience<div class=\"et_pb_module lwp_divi_breadcrumbs lwp_divi_breadcrumbs_0\">\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t<div class=\"et_pb_module_inner\">\n\t\t\t\t\t<div class=\"lwp-breadcrumbs\"> <span class=\"before\"><\/span> <span vocab=\"https:\/\/schema.org\/\" typeof=\"BreadcrumbList\"><span property=\"itemListElement\" typeof=\"ListItem\"><a property=\"item\" typeof=\"WebPage\" href=\"https:\/\/beyondphilosophy.com\/\" class=\"home\"><span property=\"name\">Home<\/span><\/a><meta property=\"position\" content=\"1\"><\/span> <span class=\"separator et-pb-icon\">5<\/span> <\/span><\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div><div class=\"et_pb_module lwp_divi_breadcrumbs lwp_divi_breadcrumbs_1\">\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t<div class=\"et_pb_module_inner\">\n\t\t\t\t\t<div class=\"lwp-breadcrumbs\"> <span class=\"before\"><\/span> <span vocab=\"https:\/\/schema.org\/\" typeof=\"BreadcrumbList\"><span property=\"itemListElement\" typeof=\"ListItem\"><a property=\"item\" typeof=\"WebPage\" href=\"https:\/\/beyondphilosophy.com\/\" class=\"home\"><span property=\"name\">Home<\/span><\/a><meta property=\"position\" content=\"1\"><\/span> <span class=\"separator et-pb-icon\">5<\/span> <\/span><\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>WHAT IS EMOTIONAL EXPERIENCE? Understanding the True Definition of Emotional ExperienceAre your Customers people? Of course they are and therefore it is vital to understand that [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"parent":110,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"<p>[vc_row swatch=\"swatch-bp-original\" bg_type=\"no_bg\"][vc_column width=\"4\/6\"][heading sub_header=\"Understanding the True Definition of Emotional Experience\" header_type=\"h2\" header_align=\"default\" header_underline=\"bordered\" header_underline_size=\"bordered-small\"]What is Emotional Experience?[\/heading][vc_column_text]<\/p><p style=\"text-align: left;\"><a href=\"https:\/\/www.amazon.com\/Colin-Shaw\/e\/B001ITXFR2\/ref=sr_ntt_srch_lnk1?qid=1487100910&sr=8-1\" target=\"_blank\" rel=\"noopener noreferrer\"><img class=\"alignleft wp-image-17276 size-medium\" src=\"https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2016\/08\/the-intuitive-customer-left-jpeg2-191x300.jpg\" alt=\"the intuitive customer book by colin shaw and Ryan Hamilton\" width=\"191\" height=\"300\" \/><\/a><span style=\"font-weight: 400;\">Are your Customers people? Of course they are and therefore it is vital to understand that emotions drive everything we do, wether this is in Business to Consumer or Business to Business. More than half the typical customer experience is emotional. Just consider this. Everyone wants loyal customers, but what is loyalty? Ask yourself this. Who are you loyal to? Your answer is almost definitely family and friends. Why? Because there is an emotional bond. So understanding the emotions you are evoking in your Customers is vital. Therefore, designing an emotionally engaging experience is vital. Also, understanding that emotions drive most value $ for you.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">A quick look at your customer complaints will easily demonstrate just how emotional they can be, yet most organizations ignore this fact and concentrate their experience on the \u2018what\u2019 rather than the \u2018how\u2019.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">A well-designed customer experience triggers emotions that have a positive effect on customer retention and customer loyalty. Effectively, a great experience transcends the rational\/physical attributes of the literal product (quality, price, delivery, quantity) \u2013 or the \u2018what\u2019 \u2013 and becomes part of the product itself. The irony is that right now your customers are feeling emotions with your customer experience; the issue is that you have no control over them and they are not deliberate. To retain customers and create loyalty you must design an emotionally engaging experience.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><em><span style=\"font-weight: 400;\">But be careful: you must also be specific. There are many emotions that you can be evoked and some destroy value in the customer relationship.<\/span><\/em><span style=\"font-weight: 400;\"><br \/><\/span><\/p><p>[\/vc_column_text][\/vc_column][vc_column width=\"2\/6\"][vc_column_text]<a href=\"https:\/\/beyondphilosophy.com\/podcasts\/\"><img class=\"aligncenter\" src=\"https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/07\/podcast.gif\" alt=\"learn more about emotional experience\" width=\"250\" height=\"300\" \/><\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row swatch=\"swatch-bp-original\" bg_type=\"no_bg\" row_type=\"default\" break_parents=\"4\" row_zindex=\"0\" parallax_type=\"up\" parallax_speed=\"20\" enable_mobile=\"true\" bg_position=\"top\" bg_size=\"cover\" bg_repeat=\"no-repeat\" margin_left=\"0\" margin_right=\"0\" gradient_angle=\"0\" gradient_color_start=\"#cccccc\" gradient_start_offset=\"0\" gradient_color_end=\"#cccccc\" gradient_end_offset=\"100\" video_youtube=\"\" video_mute=\"true\" video_loop=\"true\" video_start=\"true\" video_stop=\"true\" video_controls=\"true\" video_raster=\"true\"][vc_column width=\"1\/1\"][vc_column_text]<\/p><p style=\"text-align: left;\"><a href=\"https:\/\/www.amazon.com\/DNA-Customer-Experience-Emotions-Drive\/dp\/0230500005\" target=\"_blank\" rel=\"noopener noreferrer\"><img class=\"alignright wp-image-20495 size-medium\" src=\"https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/DNA-of-CX-Facing-Left-1-198x300.png\" alt=\"DNA of customer Experience book by Colin Shaw\" width=\"198\" height=\"300\" \/><\/a><a href=\"https:\/\/beyondphilosophy.com\/books\/\"><i><span style=\"font-weight: 400;\">The DNA of Customer Experience: How emotions drive value. Palgrave MacMillan, 2007<\/span><\/i><\/a><span style=\"font-weight: 400;\"> - a seminal book written by Colin Shaw, Founder of Beyond Philosophy, explains how customer emotions drive value to your business. It outlines the fact that all organizations also have an Emotional Signature\u00ae that outlines the level of emotional engagement an organization has with its customers. Research conducted for our book shows that there are twenty emotions that drive and destroy value. We can statistically prove the link between these emotions and customer loyalty and customer retention. We can also show the statistical link between these emotions along with the following:<\/span><\/p><ul><li>How much value each emotion drives for you<\/li><li>What effect those emotions have on your brand<\/li><li>The impact on your Net Promoter Scores\u00ae<\/li><li>Overall customer satisfaction.<\/li><\/ul><p>\u00a0<\/p><p><span style=\"font-weight: 400;\">This applies equally in business-to-business and business-to-consumer environments.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/p><p>[ult_buttons btn_title=\"Learn about Emotional Signature\" btn_link=\"url:%2Fservices\/emotional-signature%2F||\" btn_align=\"ubtn-left\" btn_size=\"ubtn-small\" btn_title_color=\"#6b237f\" btn_hover=\"ubtn-bottom-bg\" btn_anim_effect=\"none\" icon_size=\"32\" btn_icon_pos=\"ubtn-sep-icon-at-left\" btn_border_size=\"2\" btn_radius=\"3\" btn_shadow_size=\"5\" enable_tooltip=\"\" tooltip_pos=\"left\" btn_border_style=\"solid\" btn_color_border=\"#6b237f\" btn_font_family=\"font_family:Oswald|font_call:Oswald|variant:300\" btn_font_style=\"font-weight:300;\" btn_font_size=\"18\" btn_bg_color=\"#ffffff\" btn_title_color_hover=\"#ffffff\" btn_bg_color_hover=\"#6b237f\"][\/vc_column_text][\/vc_column][\/vc_row][vc_row row_type=\"default\" break_parents=\"4\" row_zindex=\"0\" parallax_type=\"up\" parallax_speed=\"20\" enable_mobile=\"true\" bg_position=\"top\" bg_size=\"cover\" bg_repeat=\"no-repeat\" margin_left=\"0\" margin_right=\"0\" gradient_angle=\"0\" gradient_color_start=\"#cccccc\" gradient_start_offset=\"0\" gradient_color_end=\"#cccccc\" gradient_end_offset=\"100\" video_youtube=\"\" video_mute=\"true\" video_loop=\"true\" video_start=\"true\" video_stop=\"true\" video_controls=\"true\" video_raster=\"true\"][vc_column align=\"center\" align_sm=\"Default\" width=\"1\/3\"][vc_single_image image=\"14931\" alt=\"emotional experience journey mapping through customer emotions\" title=\"Emotional Experience Journey Mapping\" overlay=\"none\" item_link_type=\"item\" link=\"https:\/\/beyondphilosophy.com\/customer-experience\/journey-mapping\/\" onclick=\"custom_link\"][\/vc_column][vc_column width=\"2\/3\"][divider][heading header_type=\"h2\" header_underline=\"bordered\" header_underline_size=\"bordered-small\"]Deliver an Emotional Engaging Experience[\/heading][vc_column_text]<\/p><p style=\"text-align: left;\">Once you understand the level of emotional engagement you have with customer and what is driving and destroying value, you can focus on design and delivering an emotionally engaging customer experience using <a href=\"\/customer-experience\/journey-mapping\/\" target=\"_blank\" rel=\"noopener noreferrer\">Behavioral Journey Mapping<\/a>.<\/p><p>[\/vc_column_text][vc_column_text][ult_buttons btn_title=\"Learn about Behavioral Journey Mapping\" btn_link=\"url:%2Fcx-services\/customer-experience-mapping%2F||\" btn_align=\"ubtn-left\" btn_size=\"ubtn-small\" btn_title_color=\"#6b237f\" btn_hover=\"ubtn-bottom-bg\" btn_anim_effect=\"none\" icon_size=\"32\" btn_icon_pos=\"ubtn-sep-icon-at-left\" btn_border_size=\"2\" btn_radius=\"3\" btn_shadow_size=\"5\" enable_tooltip=\"\" tooltip_pos=\"left\" btn_border_style=\"solid\" btn_color_border=\"#6b237f\" btn_font_family=\"font_family:Oswald|font_call:Oswald|variant:300\" btn_font_style=\"font-weight:300;\" btn_font_size=\"18\" btn_bg_color=\"#ffffff\" btn_title_color_hover=\"#ffffff\" btn_bg_color_hover=\"#6b237f\"][\/vc_column_text][\/vc_column][\/vc_row][vc_row width=\"no-padded\" row_type=\"default\" break_parents=\"4\" row_zindex=\"0\" parallax_type=\"up\" parallax_speed=\"20\" enable_mobile=\"true\" bg_position=\"top\" bg_size=\"cover\" bg_repeat=\"no-repeat\" margin_left=\"0\" margin_right=\"0\" gradient_angle=\"0\" gradient_color_start=\"#cccccc\" gradient_start_offset=\"0\" gradient_color_end=\"#cccccc\" gradient_end_offset=\"100\" video_mute=\"true\" video_loop=\"true\" video_start=\"true\" video_stop=\"true\" video_controls=\"true\" video_raster=\"true\"][vc_column width=\"1\/1\"][templatera id=\"14946\"][\/vc_column][\/vc_row]<\/p>","_et_gb_content_width":"","footnotes":""},"class_list":["post-119","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/pages\/119","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=119"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/pages\/119\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/pages\/110"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=119"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}