Books, CEM, Customer Engagement and Customer Experience Management

Books

CEM

Customer Engagement

Customer Experience Management

The Three Pillars of Customer Experience Management

CloudCherry

AUGUST 9, 2018

True predictive platforms are able determine the key drivers of customer engagement leading to more accurate ROI predictions. In the end, it all adds up to providing customers with the ultimate customer experience. Bringing the three pillars together on a Customer Experience Management Platform.

Customer Experience Management

Customer Experience Management Customer Journey Mapping Customer Experience Management

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management.

CEM

CEM Customer Experience Customer Centricity B2C

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Webinars

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

Trending Sources

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

MARCH 16, 2015

Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. I don’t want to see Customer Experience go the same way as CRM.

2015

2015 CEM 2002 Books

Webinars

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

Are you Irrational: 7 Questions to See If You Are Irrational?

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

CEM Customer Centricity Customer Experience Management Customer Retention

Music: A Marketing Tool

Beyond Philosophy

FEBRUARY 2, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here. www.spring.org.uk.

Marketing

Marketing CEM 2014 Books

5 Reasons Your KPIs Are Hurting Your Customer Experience

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

Net Promoter Score Customer Experience CEM Customer Centricity

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

JANUARY 28, 2015

CEM

CEM Books Webinar Customer Centricity

You Can’t Legislate Customer Centricity

Beyond Philosophy

JANUARY 26, 2015

Customer Centricity

Customer Centricity CEM Books Government

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

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

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

Subconscious Clues That Call People to Action

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

CEM

CEM 2004 Books Retail

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

NOVEMBER 4, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail

Retail Net Promoter Score Customer Experience CEM

CloudCherry – Tying Financial Goals to CX Metrics

CloudCherry

MARCH 19, 2019

In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. A stronger CEM program can reduce unnecessary costs for the business. Book a demo with CloudCherry today to start your journey. Reduce Costs.

Financial

Financial Metrics Customer Journey Mapping NPS

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Customer Centricity CEM Social Media

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

Colin is an international author of four best-selling books and engaging keynote speaker. View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score CEM Books Customer Retention

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

DECEMBER 23, 2014

CEM

CEM Books Social Media Customer Centricity

How to Make or Break Your Customer Experience

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

Net Promoter Score Customer Experience Customer Centricity CEM

Providing The Ultimate User Experience: What You Need To Know About Interactive Document Software

Ecrion

JULY 8, 2019

They offer the most straightforward format for sharing digital materials such as books and portfolios. By using a customer experience management platform, you increase your customer’s level of engagement. . As a customer experience executive, consider investing in customer experience management.

Document

Document User Experience Interaction CEM

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Emotions Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Expe

CEM 113

CEM 2014 2011 2010 113

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM 2014 74

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

What Does The Scottish Independence Vote Have to Do with Customer Experience?

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

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

JUNE 4, 2015

Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Colin is an international author of four bestselling books and an engaging keynote speaker.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

What is Customer Experience? 20 Customer Experience terms, definitions, and resources

delighted

JULY 19, 2019

The digital customer experience specifically must be considered when tackling customer experience management as a whole. Further reading and resources: What is Digital Customer Experience? E-Book: Rising to the top with digital customer experience. Customer experience program.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Why Gut Decisions Are Sometimes Wrong

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 ”. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

2002 147

2002 Books Events Reference 147

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

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

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

JUNE 23, 2015

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. Not only were the messages not requested, but these customers had to pay to retrieve them.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Like Just About All of Their Customers… I LOVE Wegmans!!!

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

CXDNA Update

The Three Pillars of Customer Experience Management

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Webinars

Trending Sources

7 Signs of Decline for the CX Movement in 2015

Webinars

Are you Irrational: 7 Questions to See If You Are Irrational?

Music: A Marketing Tool

5 Reasons Your KPIs Are Hurting Your Customer Experience

My First 90 Days: The Secrets You Must Know About Your New Job

You Can’t Legislate Customer Centricity

4 Actions to Exceed Customer Expectations

Subconscious Clues That Call People to Action

Do You Harness the Power of Habit in Your Marketing Yet?

4 Things We Can All Learn from a Retail Customer Experience

CloudCherry – Tying Financial Goals to CX Metrics

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

4 Ways to Gain Customers’ Trust in Data Security

Don’t Disappoint your Customers this Holiday Season

How to Make or Break Your Customer Experience

Providing The Ultimate User Experience: What You Need To Know About Interactive Document Software

How is Your Business Dealing with the Paradox of Choice?

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

5 Facts to End the ROI Debate on Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

3 Ways to Use Mobile To Your Advantage

What is Customer Experience? 20 Customer Experience terms, definitions, and resources

Why Gut Decisions Are Sometimes Wrong

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Would Consumers (Really) Spend More For Better Service?

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

When ‘Push’ Marketing Goes Too Far

Like Just About All of Their Customers… I LOVE Wegmans!!!

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