Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. So, there you have it.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

InMoment XI

OCTOBER 12, 2009

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates.

Customer Retention 200

Customer Retention Customer Satisfaction Customers Customer Experience Management 200

InMoment XI

OCTOBER 12, 2009

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates.

Customer Retention 200

Customer Retention Customer Satisfaction Customers Customer Experience Management 200

InMoment XI

OCTOBER 12, 2009

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates.

Customer Retention 200

Customer Retention Customer Satisfaction Customers Customer Experience Management 200

Thematic

JUNE 13, 2023

With the right Voice of Customer tools in place, the answers are at your fingertips. VoC tools capture customer feedback, storing it in one place. In this blog post, we’ll discuss: What Voice of Customer (VoC) is The benefits of using Voice of Customer tools The 8 best Voice of Customer tools What is Voice of Customer (VoC)?

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

BirdEye

JUNE 29, 2023

Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. If that communication breaks down, customer engagement will drop, and they’ll likely take their business elsewhere. Table of contents What does customer communication mean?

Communication 97

Communication Social Media Touchpoint Customers 97

Beyond Philosophy

DECEMBER 8, 2014

Today, we have a much larger customer base, and we can’t keep doing things the ways we have always done them. I mean there are only 24 hours in a day,” explained Kelly McAteer, Customer Experience Manager for Carter Machinery, in a recent phone call about the award. “We Didn’t Believe Amazon Was Customer Centric Before?

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

Totango

APRIL 5, 2022

Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. Your respondents’ average score can be used to measure customer satisfaction and predict business growth. The best NPS software lets you: Automatically track customer satisfaction.

NPS 104

NPS 2022 Net Promoter Score Multi-Channel 104

BirdEye

SEPTEMBER 11, 2023

With Artificial Intelligence (AI)-based solutions, improving customer experience is achievable and scalable. In this blog post, we explore how businesses can drive delight in their customers with AI-driven customer experience models. Table of contents What is AI-driven customer experience?

Customer Experience 112

Customer Experience Social Media Multi-Channel Omnichannel 112

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

MARCH 12, 2015

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: How to Design Human Centered Experiences. Please click here to learn more.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Totango

FEBRUARY 11, 2022

Why Take B2B Customer Experience Seriously? Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships. Pay attention to customer support tickets and identify any frequent customer service issues that need to be addressed.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

SurveySensum

JULY 11, 2023

PWC’s Experience is everything: Here’s how to get it right research says, ‘43% of all consumers would pay more for greater convenience.‘ By doing this, you can increase customer satisfaction and overall experience. Offer Personalization Are you offering personalized experiences? How do they do it?

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

BirdEye

NOVEMBER 27, 2023

Smart business owners know creating loyal customers from service failures isn’t just about preventing bad reviews. This blog isn’t about turning every customer into a lifelong friend. Follow up to ensure customer satisfaction 10. Train staff in customer service skills 12. See Pricing FREE DEMO 1.

Social Media 108

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108

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. Please click here to learn more. How Emotions Generate $$$$.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. Read more about the book and register for the webinar, here.

CEM 126

CEM Books Webinar Leadership 126

SurveySensum

JANUARY 9, 2024

More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. Furthermore, 86% of customers are willing to pay more to receive a better customer experience. Now, to understand and improve customer satisfaction, what metric do businesses measure?

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

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

BirdEye

OCTOBER 11, 2023

And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. An overreliance on technology, however, has led to decreased customer satisfaction.

Insurance 109

Insurance Customer Experience Social Media Omnichannel 109

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

BirdEye

JULY 24, 2023

Customer feedback analysis takes all your customer support tickets, sorts them by type of question, and determines what questions are being asked most. By analyzing customer feedback, you can identify areas of improvement, address issues, and enhance customer satisfaction, ultimately leading to increased loyalty and business success.

2023 98

2023 Feedback Social Media Net Promoter Score 98

GetFeedback

OCTOBER 4, 2019

For example, a CSAT survey is used to measure a customer’s satisfaction with a specific interaction or event and is a short term satisfaction metric, while the NPS survey is used to measure long-term customer satisfaction and loyalty. Try us out for free today.

Competitive Advantage 150

Competitive Advantage Touchpoint NPS Feedback 150

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? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

BirdEye

SEPTEMBER 11, 2023

To solve the growing need to improve authority, many reputation management solutions are in the market now. In this blog, we’ll walk you through the benefits of AI in reputation management in your business and why you should implement AI in your workflow today. Table of contents What is AI for reputation management?

Management 57

Management Brand Values Demo Social Media 57

BirdEye

AUGUST 22, 2023

This can be done across all stages of development – pre-launch, launch, post-launch, and with existing and potential customers too. Surveys are essential to understanding customer requirements, sentiment, and pain points and discovering new opportunities. You can use this question to put a number on customer satisfaction levels.

2023 52

2023 Net Promoter Score User Experience Customer Satisfaction 52

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

2023 98

2023 Feedback Net Promoter Score Social Media 98

SurveySparrow

JULY 27, 2023

By embracing the power of digitizing customer experience, you can revolutionize your business and carve a path to unrivaled success. In this blog, we will deal with the secrets of the online customer experience, why it is important, and the benefits of digital transformation. Don’t worry. Sign up today!

Customer Experience 52

Customer Experience Social Media Multi-Channel Touchpoint 52

SurveySensum

OCTOBER 17, 2023

NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction. High interest rates, endless documentation, technical glitches, a lengthy loan process, and incompetent customer support are a few issues that customers face. Qualtrics Contact them for details 4.4 (5)

Feedback 52

Feedback Management NPS Customer Satisfaction 52

Beyond Philosophy

FEBRUARY 3, 2015

By helping position the choice for your customer, you can help them take action that drives them toward an experience outcome that leaves them happy and pleased. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. . <

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. I’d be interested to hear your insight in the comments below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 28, 2014

Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad. 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.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

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. Disappointment is also not welcome at any time but especially not at Christmas.

CEM 98

CEM Books Social Media Customer Centricity 98

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Helpware

AUGUST 7, 2018

Just a 5% increase in customer retention can have a dramatic impact on your bottom line, increasing profitability by a whopping 75%. The first step to happy customers is implementing a total customer experience strategy. 6 Steps to Measure Customer Support Success. Take Action & Test Again.

Metrics 100

Metrics Measurement Customer Experience Net Promoter Score 100

Beyond Philosophy

OCTOBER 21, 2014

To reach this Natural state however, you have to look at your whole process, all the parts of the experience, and most importantly where you are going to make changes that transform the status quo. What Your People Need to be More Customer Focused. What are you able to do today to help your People move you toward Customer Centricity?

Social Media 92

Social Media Customer Centricity Books Culture 92