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!”.

2015 122

2015 CEM 2002 Books 122

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.

CEM 152

CEM Webinar 2014 User Experience 152

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Hotels 161

Hotels 2014 2008 CEM 161

Clarabridge

OCTOBER 27, 2015

Provide a better customer experience (CX) , and your business will do better. But research shows that 45% of organizations actually find it very difficult to tie customer experience investments to business outcomes.*. This does not mean that their customer experience management (CEM) initiatives are failing.

CEM 75

CEM 2015 2014 Download 75

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. 19 August 2014. < 19 August 2014. < It is a paradox to be sure, and one commonly referred to as the Paradox of choice.

CEM 113

CEM 2014 2011 2010 113

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

ROI 119

ROI 2014 CEM Webinar 119

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. 5 Ways to Make a Great Impression on Your New Customer Airline Safety Videos: Changing Customer Behavior—for the Better! 10 August 2014.

2014 118

2014 Airlines CEM Consulting 118

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. 4 September 2014. <

CEM 122

CEM 2004 Books Retail 122

ENGAGE.cx

JULY 9, 2015

Social is driving sales for ecommerce: Q1 2015 data from a MarketLive survey indicates that US retail ecommerce traffic driven by social jumped nearly 200% between Q1 2014 and Q1 2015. Are they really providing value to the customer? What happens next is nothing short of amazing: Customer books beach vacation on travel website.

Customer Experience 66

Customer Experience Hotels 2014 2025 66

Customer Interactions

JULY 7, 2015

In addition to posts on the customer experience and customer service, we added some picks on CRM effectiveness and CEM. For this week’s edition of CX Buzz, we thought it would be interesting to add a little more variety to our selections. The content within our picks are (as always) very insightful.

2014 28

2014 CEM Definition Insights 28

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

ROI 75

ROI Net Promoter Score CEM 2014 75

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. by the end of 2014. But the ASCI continues to drop.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

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. (Source: Brian Manusama, Gartner.com ).

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 154

Leadership CEM 2014 Sports 154

ENGAGE.cx

JULY 9, 2015

But there is something more telling behind these stats: in-store shopping is a familiar, often socially-driven experience that transcends pure economic value for many people. Are they really providing value to the customer? What happens next is nothing short of amazing: Customer books beach vacation on travel website.

Customer Experience 40

Customer Experience Hotels 2014 2025 40

Beyond Philosophy

SEPTEMBER 26, 2014

Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil. Colin is an international author of Customer Experience Future Trends and Insights. Blogs Customer Analysis' Furthermore, it was losing that affected the market, not winning. 1 on TripAdvisor?

Sports 130

Sports CEM 2014 Blog 130

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. by the end of 2014. But the ASCI continues to drop.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. In a previous post , I wrote about the customer experience inflection point. Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things. Why is change management important?

Management 63

Management CEM 2014 Employee Experience 63

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Mapping and prioritizing the customer journey.

2014 40

2014 Customer Experience Management CEM Customer Experience 40

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

2015 97

2015 Multi-Channel 2014 CEM 97

Ian Williams

NOVEMBER 15, 2015

CX (Customer experience) is the real deal. In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. These include customer research, customer satisfaction and loyalty, to name but a few. Breaking it down.

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142