2014 CEM Consumers Customer Experience 
Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
Beyond Philosophy
FEBRUARY 2, 2015
Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. 16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX.
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Beyond Philosophy
MARCH 16, 2015
Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.
Beyond Philosophy
JANUARY 16, 2015
The end of 2014 was really busy. We always tell our client that having a great Customer Experience is a journey, not a destination. That’s because the standard for what makes a great Customer Experience is always changing along with the expectations of your Customers. appeared first on Beyond Philosophy.
Beyond Philosophy
FEBRUARY 3, 2015
Helping your Customers make a decision is an important element in your Customer Experience design. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right.
Beyond Philosophy
NOVEMBER 4, 2014
Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. 16 July 2013.
Beyond Philosophy
MAY 14, 2015
While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options.
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