SurveySparrow

JUNE 30, 2023

Have you ever wondered who plans the seamless and enjoyable experiences that you have as a customer? Here comes the customer experience manager —a talented individual who turns interactions into priceless memories. These are the results of meticulous planning and execution by customer experience managers (CEMs).

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha!

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? If you enjoyed this post, you might be interested in the following blogs: Small Talk and Trust. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What is the focus of the systems in your organization? Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

JULY 14, 2015

There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided. I wrote a blog a while back about some friends who only called me when they wanted something.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Do you love CEM as much as we do?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. I’d be interested to hear your insight in the comments below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

AUGUST 4, 2015

To listen to the webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” and learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Click here.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. We brought the industry’s first customer engagement hub to market.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

JUNE 11, 2015

His full descriptions can be seen in this blog: [link]. The intent, as in most of gamification, is to stimulate and involve the customer. And, at the same time, the vendor develops valuable data and insights about customer interests, setting the stage for future product development, targeted communication, and service decisions.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. The first, a B2C example, involves a major player in the cable television industry.

B2C 102

B2C B2B Metrics Competitive Advantage 102