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 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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 121

CEM 2004 Books Retail 121

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 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

OCTOBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

MAY 26, 2015

4: Leadership is everything. Leadership is doing what is right when no one is watching. — George Van Valkenburg. Leadership is putting your team first and yourself second. Leadership is never asking your team to do something you wouldn’t do. Leadership means recognizing that everyone is equal.

Leadership 142

Leadership CEM Travel Books 142

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 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

PeopleMetrics

MARCH 7, 2018

First of all, congratulations - as a CX leader, you are a hero within your organization in terms of being the advocate for customers. Chances are you haven't been trained in that role - there’s no degree in customer experience leadership (at least right now - maybe there will be some day). What makes a great CX leader.

Feedback 76

Feedback CEM Management 2001 76

Beyond Philosophy

APRIL 14, 2015

To learn more ways you can detect buy in on your Customer Experience Agenda, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. 5 Reasons Your KPIs are Hurting Your Customer Experience. Blogs Customer Experience Thought Leadership'

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

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

ClearAction

AUGUST 24, 2008

And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. So how much do you know about your customers’ metaphors? The analogies they use to explain the customer experience. This approach to VOC and CEM has certainly been eye-opening!

Insights 87

Insights Customer Experience CEM Social Media 87

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. Michael Lowenstein, Ph.D.,

Magazine 92

Magazine Marketing Social Media Consumers 92

Beyond Philosophy

MAY 14, 2015

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four bestselling books and an engaging keynote speaker. Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.,

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 2, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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

JUNE 23, 2015

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

Wireless 98

Wireless E Commerce Marketing Advertising 98

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

APRIL 30, 2015

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

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Consumers 160

Consumers 2012 2011 2010 160

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

FEBRUARY 17, 2015

The Peak End Rule is that people judge their experience by how they felt at its most intense moment and the end of it, and they forget the other parts over time. If you enjoyed this post, you might be interested in the following blogs: Why Your Memory Matters More Than Your Experience. Blogs Thought Leadership'

CEM 167

CEM Magazine Blog Leadership 167

Beyond Philosophy

JUNE 4, 2015

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

E Commerce 141

E Commerce Sports Retail Omnichannel 141

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