Do emotions play a role in the business to business (B2B) environment? Do the emotions that influence us as consumers also influence our behaviour in our jobs? We often get asked these questions and most recently during our last webinar New research of top emotional...
Authors: Steven Walden & Qaalfa Dibeehi A lot of companies talk about how important it is to emotionally engage customers, to make them ‘feel loyal’ not just ‘act loyal’. But where is the empirical evidence that emotions really do make a difference? If we use KPIs...
The biggest thing I have learnt in 15 years of working in Customer Experience is all about having the right mind-set. I recently gave a key note speech at a Telecoms conference in Miami. It was a bit like coming home as prior to starting Beyond Philosophy I spent 18...
When Kevin Roberts of Saatchi and Saatchi proposed the concept of Lovemarks (http://www.lovemarks.com) it represented a paradigm shift in brand communication away from the ‘hard sell’ and towards the creation of a desire or ‘love for the brand.’ Whether through...
Books provide an experience on at least two levels – the content in its pages and the pages themselves. Ask a book lover what so special about books and you will get an answer that speaks to the feel, smell and weight of a great book in the hand. Parents instinctively...
To some, I’m known by my smart “street” guerilla fashion sense. However, I must point out, that even if my favorite stores of all time played songs like “My Humps” by the Black Eyed Peas, or even worse, Celine Dion’s “My Heart Will Go On,” I would be perfectly...
