Beyond Philosophy

MARCH 16, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience. Customers deserve better.

2015 122

2015 CEM 2002 Books 122

Bold360

APRIL 17, 2019

The rapid expansion of engagement channels, and the expectation of personalized journeys is forcing many companies to break out of their traditional siloed approach and shift to a customer-centered strategy. So, instead they decided to take a closer look at digital engagement, and how it impacts company strategies and results.

Customer Engagement 40

Customer Engagement Engagement CEM Net Promoter Score 40

Beyond Philosophy

NOVEMBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? Colin is an international author of four best-selling books and an engaging keynote speaker. Furthermore, your organization’s business goals are met—and exceeded!

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Lumoa

APRIL 7, 2022

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. These include customer satisfaction, customer loyalty, and customer engagement.

NPS 83

NPS Net Promoter Score Banking CEM 83

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. These are the results of meticulous planning and execution by customer experience managers (CEMs). Their primary goal? What Does a Customer Experience Manager Do?

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Colin is an international author of four best-selling books and an engaging keynote speaker. That which gets measured (and rewarded) gets done. What do you measure at your organization?

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Colin is an international author of four best-selling books and an engaging keynote speaker. Should 4% of Customers Dictate Strategy?

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Colin is an international author of four best-selling books and an engaging keynote speaker. What’s your Customer Strategy for your Customer Experience? Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

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

Customer Enthusiast

NOVEMBER 26, 2017

And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Customer experience management (CEM) is the art and science of coaxing lifetime customer loyalty from daily transactions. Don’t settle for ordinary.

Customer Experience 53

Customer Experience CEM Hotels Lifetime Customer 53

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? How a customer feels about the company is an integral part of their loyalty to it. Listen to your customers and engage with them.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

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? How a customer feels about the company is an integral part of their loyalty to it. Listen to your customers and engage with them.

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. Colin is an international author of four best-selling books and an engaging keynote speaker. Read more about the book and register for the webinar, here. How to Make or Break Your Customer Experience.

CEM 126

CEM Books Webinar Leadership 126

Beyond Philosophy

FEBRUARY 3, 2015

Engaging the subconscious shopper is a skill supermarkets are always perfecting. If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. The Moral Dilemma: Collecting Data on Customer Behavior. They don’t.

CEM 121

CEM 2004 Books Retail 121

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. Colin is an international author of four best-selling books and an engaging keynote speaker. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

DECEMBER 23, 2014

I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience.

CEM 98

CEM Books Social Media Customer Centricity 98

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! – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

MARCH 28, 2016

Not only does an investment in the experience improve the Customer Loyalty, but it also reduces the costs associated with your Customer Service channels. Leaving the emotions of an experience up to chance is a risky way to gamble with the loyalty of your Customers—particularly when competition is fiercer than ever. Are you one of them?

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Strativity

SEPTEMBER 15, 2014

CEM Certification – October 21 – 23, 2014. . . Strativity would like to cordially invite you to attend our Customer Experience Management (CEM) Certification program. . Proof that Employee Engagement Drives Higher Sales and Customer Loyalty . . CEM Certification . CEM Certification.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey CEM 2014 52

Retently

OCTOBER 1, 2018

According to our findings, these are the most common and popular ones: Clarabridge – A useful CEM (Customer Experience Management) platform that can help you improve the customer journey with relevant feedback. Smaply – A CEM software that uses maps and graphical tools to make the customer journey more visible and easy to act on.

Customer Journey Mapping 93

Customer Journey Mapping Touchpoint Customer Journey Social Media 93

Beyond Philosophy

JUNE 11, 2015

…just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Longer-form games, though they may require more practice and skill, may generate greater loyalty for some brands.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. Colin is an international author of four best-selling books and an engaging keynote speaker. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction” on Thursday, October 30th, 2014.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

APRIL 13, 2016

They drive what we remember about a brand and what we expect from them in return for our loyalty. If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Colin is an international author of five bestselling books and an engaging keynote speaker. When it’s not, you don’t.

CEM 113

CEM Books Consulting Travel 113

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$ Union Street Guest House Commits The Worst Social Media Blunder EVER! Remembering the little things.

Leadership 154

Leadership CEM 2014 Sports 154

Beyond Philosophy

APRIL 7, 2016

The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. This perception affects Customer behaviors and builds memories, which drive Customer loyalty and affects the economic value an organization generates. Join Beyond Philosophy for the Certified Advanced CEM Training.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

OCTOBER 29, 2014

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

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. How big is the risk represented by the way we currently engage with customers?

CEM 55

CEM Customer Experience 2007 2011 55

Beyond Philosophy

JULY 14, 2015

I wrote a blog a while back about some friends who only called me when they wanted something. Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Reserve your spot today!

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

Beyond Philosophy

SEPTEMBER 17, 2014

Using our natural propensity for prejudice to help evoke the proper emotions in a Customer Experience is a great strategy for building loyalty and branding for your organization. If you enjoyed this post, you might be interested in the following blogs: Does a Second Language Create a Second Emotional Signature in Your Customer Experience?

CEM 120

CEM Books Consulting Sports 120

CX Journey

SEPTEMBER 10, 2015

See our blog about Grandiose CX Delusional Disorder , a similar affliction. Hold that thought and engage me in the concept of “social proprioception.” What I notice here is how engaged these trainers are with their clients. Know that you can be fully engaged with your clients AND fully engaged with your surroundings.

Customer Experience 76

Customer Experience CEM Customer Experience Management Customers 76

Middlesex Consulting

MARCH 5, 2018

Event #2 – A friend of mine, Professor Gary David of Bentley University, asked me to read a new blog post and give him constructive feedback. We might expect that as customer satisfaction increases (as measured by comparing experiences to expectations), customer loyalty would increase at a faster pace.

Customer Experience 60

Customer Experience Events CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

Event #2 – A friend of mine, Professor Gary David of Bentley University, asked me to read a new blog post and give him constructive feedback. Although we might have expected that as customer satisfaction increases (as measured by comparing experiences to expectations), customer loyalty would increase at a faster pace.

Events 60

Events CEM ROI Customer Satisfaction 60

Beyond Philosophy

NOVEMBER 4, 2014

www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].

CEM 113

CEM 2014 2011 2010 113

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111