Beyond Philosophy

MARCH 16, 2015

Customers deserve better. 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.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

NOVEMBER 24, 2014

So I ask you… whose expectations are at the center of your Customer Experience Design today? 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? How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

NOVEMBER 10, 2014

As long as your philosophy is rooted in the transactional goals of your company and not on the emotional experience you provide your Customer, you will continue to lack a Customer-focus in your organization. If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

MARCH 5, 2015

Southwest Attacks Its Late Problem Head-on with Its Customers. 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. Should 4% of Customers Dictate Strategy?

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

FEBRUARY 2, 2015

If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker. www.spring.org.uk. . <

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

NOVEMBER 6, 2014

Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. What’s your Customer Strategy for your Customer Experience? Putting the Power of Your People To Work for Customer Centricity.

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

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Hiring Customer Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

CEM 146

CEM Books Webinar Customer Centricity 146

Beyond Philosophy

NOVEMBER 4, 2014

Once you have identified the best real estate in the store that customers look at naturally, you can stock the store accordingly. In my post, “ Engaging the Subconscious Shopper ,” I mention a Nielson report that reports that milk drives consumers to the store 59% of the time. Engaging the Subconscious Shopper.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Lumoa

APRIL 7, 2022

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. Second, focus on increasing customer loyalty. Finally, focus on improving customer engagement.

NPS 83

NPS Net Promoter Score Banking CEM 83

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

JANUARY 26, 2015

If you enjoyed this post, you might be interested in the following blogs: The Draining of Target’s Emotional Bank Account. 4 Ways to Gain Customers’ Trust in Data Security. Five Insights on How to Build a Customer-Centric Organization. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Centricity 102

Customer Centricity CEM Books Government 102

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. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

SuiteCX

MARCH 15, 2019

To retain customers in the era of digital business, organizations need to continually invest in the customer experience and customer engagement technologies,” said Jim Lundy, CEO and Lead Analyst at Aragon Research.

CEM 40

CEM Customer Journey Mapping Automotive 2019 40

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? Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

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. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? 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. Colin is an international author of four best-selling books and an engaging keynote speaker.

CEM 98

CEM Books Social Media Customer Centricity 98

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

ROI 74

ROI Net Promoter Score CEM 2014 74

SuiteCX

FEBRUARY 18, 2020

CX and customer engagement are now standard to the thinking of “CRM” companies. Eighty percent of all submissions for a recent ZD net report focused their efforts on proving customer experience and customer engagement, not CRM. The CEM Solution Ecosystem. Toolset Synergies.

CEM 109

CEM Customer Journey Insights Sales 109

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

Avaya

JULY 19, 2017

It all started on a Wednesday at Avaya’s east coast headquarters at 2 Penn Plaza, where I was scheduled to help with a customer meeting in the Executive Briefing Center. At the briefing, the customer commented on how strong a product offering Avaya has compared to other solutions they were considering.

CEM 68

CEM Events Document Blog 68

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement.

Consumers 160

Consumers 2012 2011 2010 160

Beyond Philosophy

NOVEMBER 4, 2014

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

CEM 113

CEM 2014 2011 2010 113

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? This trend works well for building more strategic, bonded relationships with customers. Michael Lowenstein, Ph.D.,

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

SmartKarrot

JUNE 29, 2022

Try to connect directly with them via social media platforms, surveys, blogs, and more to find out what they need. Your customer experience needs to be more than just an afterthought. Read on to learn how to build a strong enterprise customer experience! Engage with Customers through Social Media. Conclusion.

Customer Experience 11

Customer Experience Social Media CEM B2B 11

Beyond Philosophy

JULY 5, 2015

Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. Often, they go so far as to create emotionally-driven, engaged and even branded experiences for their customers, strategically differentiating them from their peers.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Bold360

APRIL 25, 2019

A recent survey of 450 companies revealed that the higher a company’s customer engagement maturity model, the faster it outpaces its competition across key metrics, with the gap increasing year after year. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement 40

Customer Engagement CEM Net Promoter Score Engagement 40

SurveySparrow

OCTOBER 12, 2020

Still, recently a lot of users are complaining about Airtable (we’ve covered the reasons in the later parts of our blog, stick to the end to know more). Employee engagement. This no-code platform has some advanced features like NPS Survey , Employee Engagement Surveys , 360 degree feedback tool, etc. Video conferencing.

CEM 52

CEM Net Promoter Score NPS Customer Relationship Management 52

GetFeedback

MAY 23, 2019

It’s about the positive impact using them correctly can have on your customers’ experience. Who, when & where to engage with customers. CSAT is used to measure a specific interaction with a customer. Examples of how to engage a user are: When a support ticket is closed. When a CSAT survey is emailed out.

NPS 308

NPS Net Promoter Score CEM Metrics 308

Beyond Philosophy

JUNE 23, 2015

In the haste to bring in customers, companies can often forget to court the right customers, those who represent the best long-term revenue potential, or who won’t overtax the company’s customer service and support structure. Many online retail sites have engaged in sweepstakes and other customer generation programs.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

JUNE 17, 2015

As Contently notes: “We will see brands get better at writing engaging headlines, yes, but we will also see content that matches the expectations that those headlines set.”. For example, teasing consumers with inflated promises in headlines will reduce credibility and make it more challenging to build a relationship.

Consumers 96

Consumers Connections Social Media Advertising 96

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. We brought the industry’s first customer engagement hub to market.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

2005 97

2005 Customer Centricity Magazine Retail 97

Beyond Philosophy

JUNE 29, 2015

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Michael Lowenstein, Ph.D.,

Consumers 102

Consumers Wireless Banking 2013 102

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Leadership 79

Leadership Customer Centricity Airlines Workshop 79