1. Emotional Signature™

This unique and revolutionary new Methodology is the subject of our new book "The DNA of Customer Experience". This 'thought leading' concept details how emotions will 'Drive' or 'Destroy' value in your business. We can now answer the question 'Where is the Money?', in relation to improving the emotional engagement. 'Emotional Signature™' is the culmination of two years research, conducted in the USA and UK.

If you are an advocate of 'Net Promoter Score' (NPS) then you can not afford to ignore 'Emotional Signature™' as it will tell you how to raise your 'NPS' and gain long-term competitive advantage!

The New World of Net Promoter® - By Colin Shaw
This paper describes how loyalty is driven by emotions and introduces the Beyond Philosophy concept of Emotional Signature™. This describes how some emotions drive and others destroy customer value and how as a result emotions underpin any changes to your NPS.

Driving Financial Performance via Net Promoter® - By Qaalfa Dibeehi
This outlines why it is important to embed Emotional Signature™ as a measure, alongside Net Promoter® and how this will enable you to fully understand the level and quality of emotional engagement you have with your promoters, passives and detractors.

How to improve your Net Promoter® Score by providing an emotionally engaging Customer Experience - By Steven Walden
This outlines the Beyond Philosophy method to uncover the physical and rational drivers to an emotional response. By understanding these, companies have a means to create emotionally engaging and deliberate experiences with their promoters and enable the transition of passives and detractors to promoter status.

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