Books, CEM, Customer Engagement and Employee Experience

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

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

Beyond Philosophy

JANUARY 28, 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.

CEM

CEM Books Webinar Customer Centricity

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. View our books on Customer Experience here. 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.

Airlines

Airlines Net Promoter Score Transportation CEM

Webinars

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

MORE WEBINARS

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

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

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

ROI Net Promoter Score CEM 2014

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified.

Net Promoter Score

Net Promoter Score ROI Customer Experience 2014

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

Net Promoter Score Customer Experience CEM Banking

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

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. To understand customers, the effective enterprise needs to think in human, emotional terms. In his 2010 book, Marketing 3.0:

Financial

Financial White Paper Books Airlines

The Three Pillars of Customer Experience Management

CloudCherry

AUGUST 9, 2018

Because of this, stakeholders from every department should be involved with designing the customer journey map. Even traditionally non-customer facing departments like HR can offer insight into the employee experience. Gaining a 360 view of the customer. Download the free The Three Pillars e-book.

Customer Experience Management

Customer Experience Management Customer Journey Mapping Customer Experience Management

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C

B2C B2B Metrics Competitive Advantage

CXDNA Update

Music: A Marketing Tool

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

Webinars

Trending Sources

3 Examples of Change for the Better in Airlines

Webinars

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

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

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?

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

The Three Pillars of Customer Experience Management

When B2B and B2C Key Performance Metrics Flatline….

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