Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

NOVEMBER 6, 2014

What’s your Customer Strategy for your Customer Experience? If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Hiring Customer-Ready Employees. 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

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. www.mckinsey.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. 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

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1

ROI 74

ROI Net Promoter Score CEM 2014 74