Expert's Insights Blog
Your Brand’s Surprising Subconscious Effect on Customers
It’s no secret that emotional and subconscious aspects account for half the typical Customer Experience. Here’s another wonderful example of that fact: a recent study at Boston College found that participants driving a car painted with the Red Bull logo in a video game raced “faster and more aggressively,” displaying characteristics “like speed, power, aggressiveness and risk-taking” that are closely associated with the brand.
The 4 Steps to Touchpoint Redesign
One of the key questions in Customer Experience is ‘how can we redesign our experience to create more value-add?’ Too often however this is treated as a negative question, being turned into: ‘what can we do to eliminate non-value adding costs’, hence the popularity of certain LEAN and Six Sigma approaches. Yet the programme of activity required to transform your organisation at a touchpoint level is actually quite straightforward and characterised by 4 steps: Define, Create, Test and Pilot.
Emotions, the missing ingredient to improve business performance
As part of our series of expert interviews, Steven Walden (Principal Consultant and Head of Research at Beyond Philosophy), speaks to Dr Nigel Marlow on the role of Consumer and Business Psychology in Customer Experience Management and business.
In this article, Dr Marlow tells us how emotions are the missing ingredient to improved businesses interaction with consumers and employees.
From Social Media to a Social Business
One of the big moves we’ll see in 2011 is the shift from companies employing just one section of their company into a “social” role (i.e. their customer service or PR arm), to the whole organisation becoming “social”. One of my favourite bloggers, David Armano, was interviewed on the subject.
Auto-checking emotional content on our laptops…
Emotions will soon be embedded in our laptops. The equivalent of emotional spell checking is here. IBM’s Lotus Notes will be incorporating Lymbix’s ToneCheck sentiment analysis technology (according to Mashable). What does this mean? As a person is typing an email let’s say the emotional tone checker will then suggest better alternative words or phrases that are best suited to the tone of the email the person is writing. In other words, the emotional auto checker will help keep the tone consistent in an email or letter.
Colin Shaw’s Key Takeaways from DMA Cleveland’s February luncheon
Colin attended the DMA event in Cleveland to talk about how Customer Experience relates to three major trends: experience psychology, neuroexperience and social media.
Find out more about the DMA Cleveland.
The Global Recession = Global impact on consumer behaviour
Nielsen has released some its latest statistics on The State of the Global Consumer: Spending Trends.
The Walkie-Talkie Model of Customer Experience named a ‘must read’
As thought leaders in the Customer Experience sphere, we at Beyond Philosophy pride ourselves on writing key think-pieces for the industry.
We have recently had an article entitled ‘The Walkie-Talkie Model of Customer Experience’ published in Loyalty Magazine, where we were lucky enough to be featured as a “must read”.
A short excerpt is below:
Human Interaction Exposed: Brain Scanning for Two
The magazine New Scientist has reported that Ray Lee of Princeton University has developed an fMRI brain scanner simultaneous scanning of two people. In recent years, fMRI scanning is the neuroexperience method that has been receiving all the buzz because it allows one to see activity in the brain directly.
Twitters Ad Platform: opportunities for brands
Author: Colin Shaw
Twitter’s Ad Platform is yet to see any brands provide successful case studies or famous campaigns, so what is the future of the platform and what opportunities are there for brands?
