Customer Experience Research

Thought Leading - Customer Experience Research -

As Thought Leaders, we make a considerable internal investment each year to ensure our knowledge is the best in the industry. We have written two books and our third published in May 2007 - The DNA of Customer Experience: How Emotions Drive Value - was the culmination of more than 18 months of groundbreaking CRM research in conjunction with the London Business School.

In this book and for the very first time, we reveal the connections between emotions and value in an organisation. Our Emotional Signature™ analysis is one of the most thought leading pieces of customer research in recent years. It is able to identify the additional revenues and profits that our clients can generate by evoking certain groups of emotions and eliminating others. It also shows the links to Trust, Loyalty and Net Promoter Scores (NPS), key customer relationship research for your organisation.

If you wish to purchase this book or simply require more information, then go to The DNA of Customer Experience: How Emotions Drive Value.

Customer Experience Management Research
Understanding Customer Emotions and the Subconscious

Do you want your customers to feel more loyal towards you?

Do you want to differentiate on the basis of how customers feel about you?

Do you want to understand how consumers use their emotions and subconscious response to make decisions about whether to buy from you or not?

Do you want to use leading-edge Experience techniques to redesign your business?

Beyond Philosophy are leading thought-leaders in Customer Experience Management.
Our area of differentiation is in helping you understand the emotional and subconscious drivers in your experience; different from traditional research that focuses just on consumer’s rational responses e.g., Customer Satisfaction
We use in-house experts together with advanced research techniques from Consumer Psychology to advise you on experience improvements that deliver results.

Service 1: Understanding Emotional and Sub-conscious Value

What are the emotions and subconscious reactions that drive and destroy value in your business?
What value could you generate from the emotions and subconscious reactions you evoke?
What should you do to evoke these emotions and subconscious reactions?

Talk to us about our Emotional Signature® and expert interview services. These use specialised research techniques to quantify your emotional and subconscious engagement, predicting how to increase value through use of the emotions.

We can now provide our specialised hypnotic interviewing service, Psychodrama and Ethnographic research

Service 2: Measuring and Tracking Change

How can we track changes in customer emotions and subconscious reactions?
How can we measure the effects of Customer Experience in a pilot?

Talk to us about Emotional Tracker® service. This is an easy to use tracking tool based on your Emotional Signature results® that tracks improvements in the level of your emotional engagement.

Service 3: Creative Hothouse: Redesigning your Customer Experience

How should we redesign our customer experience?

Talk to us about our Experience Design programme. This focuses on the practical actions you should take to make ‘on-the-ground’ improvements and utilises leading CE techniques to creatively ‘hothouse’ and embed ideas that could make your business grow.

Service 4: Understanding Experience Segmentation

How can we segment our customer base by experience?

Talk to us about our Emotional segmentation capabilities.

Service 5: Ethics and Green Expert Interviews

How important is the Green/ Ethical agenda?
What should we do to change?

In today’s market, appearing more ethical and green is increasingly being realised as an effective means of appealing to consumer loyalty; e.g., Marks and Spencer Plan A programme partnering with the World Wildlife Fund to source sustainable raw materials.

Beyond Philosophy has teamed up with leading experts to deliver unique insights into how the ethical/ green agenda could be levered by you to deliver an improved Customer Experience.

Service 6: Emotional Audit for Six Sigma/ Lean

Inside-out or Outside-in; how Business Process Re-engineering and Six Sigma/ Lean promise but fail to consider the customer

Will our Six Sigma/ Lean processes undermine our value to customers in the marketplace?

For some the Credit Crunch has led to a focus on leaning processes to reduce cost. However, is this actually costing you money, undermining consumer loyalty and your differential value in the market? Talk to us on our capabilities to measure the effects of any proposed change and how best to audit your experience drivers within any Six Sigma/ Lean or other cost cutting engagement.

Our Research capabilities

Example Quantitative Techniques: IAT, Structural Equation Modelling, Adaptive Conjoint, Max Diff, MDS and other Multivariate techniques
Example Qualitative Techniques: Video Ethnography, Q methodology, Means-End Chaining, Projectives, Expert Interviews, Journey Mapping interviews, Emotional Barometer, Repertory Grid

Our Thought-Leadership

As thought leaders we engage in major research programmes on Customer Experience utilising our Expert Consulting Team. Learn more about Beyond Philosophy on our blog and through our research papers.

Want to learn more? Then call us now on 0207 917 1717 or alternatively, email your enquiry to Steve Walden

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