2015 CEM Customer Experience Customer Retention 
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
NOVEMBER 10, 2014
Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.
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Beyond Philosophy
OCTOBER 28, 2014
All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.
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.
Beyond Philosophy
NOVEMBER 6, 2014
All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. What emotions are we trying to evoke?
Beyond Philosophy
OCTOBER 8, 2014
By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.
Beyond Philosophy
MAY 14, 2015
So, as the various channels of your Experience expand, and more of your Customers exercise their option to contact you through another channel, consistency becomes even more important. It makes a consistent Customer Experience, through ALL of your channels including self-service, critical to maintaining the trust.
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