Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four best-selling books and an engaging keynote speaker. Please click here to learn more. If you would like to follow Beyond Philosophy click here.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. There are so many options that it can delay a decision.

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

Beyond Philosophy

NOVEMBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

NOVEMBER 4, 2014

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. Colin is an international author of four best-selling books and an engaging keynote speaker. Grocery stores know that most people are there for the essentials: milk, eggs and bread.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

OCTOBER 29, 2014

The same change in price framed differently has a significant effect on consumer behavior…. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] 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 8, 2014

What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. They have Customer-centric leadership. PayPal has a perception problem.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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.

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success.

Leadership 154

Leadership CEM 2014 Sports 154

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. For example, YouTube is actively used as a source for consumer content.

Magazine 92

Magazine Marketing Social Media Consumers 92

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. They are looking for better experiences across channels, as well as reasons to spend; and gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D.,

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Colin is an international author of four bestselling books and an engaging keynote speaker. (Source: Brian Manusama, Gartner.com ). Clearly, more Customers want self-service options. How Self-Service is a Challenge to Organizations.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

JUNE 2, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., 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.

2005 97

2005 Customer Centricity Magazine Retail 97

Beyond Philosophy

APRIL 30, 2015

Consumers are noticing it and are disappointed. Colin is an international author of four bestselling books and an engaging keynote speaker. Bottom Line: Reward Programs Need to Be a Great Experience for Customers. It’s tougher than ever to build loyalty. The old way of doing things doesn’t work the way it used to.

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

JULY 14, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D.,

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. In his 2010 book, Marketing 3.0: Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. As we see them (and as fully described in Customer WinBack, a book co-authored with my colleague Jill Griffin), there are three major phases of a complete customer life cycle: Targeting/Acquisition, Retention/Loyalty, and Lost/Won-Back. Michael Lowenstein, Ph.D.,

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. Nothing could be further from the truth in both Business-to-Consumer and Business-to-Business situations, we know that Customers are irrational.

2002 147

2002 Books Events Reference 147

Beyond Philosophy

JUNE 4, 2015

Colin is an international author of four bestselling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX. The post 3 Ways to Use Mobile To Your Advantage appeared first on.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. If anything, due to the more critical nature of touch points, performance, brand perception, and relationships in B2B, bonding may well be more important in this arena than in the business-to-consumer world. Michael Lowenstein, Ph.D., appeared first on.

B2C 102

B2C B2B Metrics Competitive Advantage 102