Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. 26 August 2014. < 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

FEBRUARY 2, 2015

16 December 2014. < 16 December 2014. < Sources: “Music and Memory: 5 Awesome New Psychological Studies.” www.spring.org.uk. < [link] > Mohana, Malini. Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. < [link]. Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 166

Marketing CEM 2014 Books 166

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. On Wikipedia , change management is defined as: an approach to transitioning individuals, teams, and organizations to a desired future state.

Management 63

Management CEM 2014 Employee Experience 63

Beyond Philosophy

OCTOBER 24, 2014

Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job.

ROI 74

ROI Net Promoter Score CEM 2014 74

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.). One of the most important emotions that your Experience generates with your Customers is Trust.

White Paper 160

White Paper 2014 2015 2012 160