Books, CEM, Customer Experience Management and Loyalty

Books

CEM

Customer Experience Management

Loyalty

The Science of Predictive Customer Experience Management

CloudCherry

JULY 18, 2018

Fortunately, there’s a method to Customer Experience Management. To figure out which optimizations will matter the most, start by asking your customers. Through surveys, you generate valuable data about what customers think about your company. Download The Data Science of CEM.

Customer Experience Management

Customer Experience Management Net Promoter Score Customer Experience Management

The Three Pillars of Customer Experience Management

CloudCherry

AUGUST 9, 2018

Since there is no magical moment that defines the whole experience with a brand, brands must look at customer experience as a sum of interactions and understand that customers’ loyalty is a direct result of all of these interactions combined. Download the free The Three Pillars e-book.

Customer Experience Management

Customer Experience Management Customer Journey Mapping Customer Experience Management

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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

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. All employees have the responsibility of providing customer value.

CEM

CEM Customer Experience Customer Centricity B2C

6 Steps to a Great Apology

Beyond Philosophy

MARCH 10, 2015

Be careful here, however, because sometime you can unwittingly do too much to compensate, which can undermine future loyalty. Acknowledging your emotions is key to communicating with your customer. If you enjoyed this post, you might be interested in the following blogs: Apologizing in a Way That Promotes Customer Loyalty.

CEM

CEM Books Customer Retention Customer Experience Management

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

Building Loyalty Doesn’t Need a Card

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. So now what do we do to build Customer Loyalty?

Loyalty

Loyalty Rewards Programs Loyalty Programs 2010

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

How to Get People to Do What You Want

Beyond Philosophy

JANUARY 23, 2015

Second, they are lying to you, destroying the relationship of trust you need to have a good experience with them. Daniel Pink is a host of Crowd Control and wrote several books on human behavior. Read more about the book and register for the webinar, here. Study #2: Rewards Work Better Than Fines.

CEM

CEM Books Webinar Leadership

Demystifying customer experience

Customer Enthusiast

NOVEMBER 26, 2017

And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Customer experience (CX) is the product of any interaction between an organization and a customer. Watch the 90-second book trailer.

Customer Experience

Customer Experience CEM Hotels Lifetime Customer

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

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you.

Net Promoter Score

Net Promoter Score CEM Books Customer Retention

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

CloudCherry – Tying Financial Goals to CX Metrics

CloudCherry

MARCH 19, 2019

While these metrics can help CX and marketing teams tell descriptive stories about the state of the customer’s experience, they aren’t credible when it comes to making business decisions. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. Reduce Costs.

Financial

Financial Metrics Customer Journey Mapping NPS

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

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures.

Net Promoter Score

Net Promoter Score ROI Customer Experience 2014

Why Most Customer Experience Programs Fail

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

Customer Experience Net Promoter Score Customer Centricity CEM

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

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

DECEMBER 23, 2014

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 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

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

Beyond Philosophy

OCTOBER 29, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

How to Enhance the Guest Experience: Trends and Best Practices

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

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 Experience<

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 75

ROI Net Promoter Score CEM 2014 75

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? Combine both offline and online experiences, where virtual and in-person activities can be worked into gaming.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

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

Beyond Philosophy

JULY 5, 2015

Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

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

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

JUNE 23, 2015

But what about the effects on loyalty behavior — especially for new customers? One of the important ways both online and offline companies can discipline themselves to avoid the Casanova Complex is to apply personalization in all contact with customers, both new and established.

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

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. Customer Insight, Data and Action Generation.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Why Men & Women Remember Things Differently

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. Also, it could change how they remember the experience over their male counterparts. So how would these gender-specific experiences work or look?

CEM 167

CEM Magazine Blog Leadership 167

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

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

JUNE 4, 2015

the sporting goods retailer gives all their in-store employees a mobile device they use to help Customers order online or take them to an interactive kiosk to find a product and order it. They also used targeted offers surrounding a geographic area near a brick and mortar store and improved their loyalty app.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

2017 the Year of Undelivered Promise

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

2017 45

2017 2018 Chief Customer Officer NPS 45

CXDNA Update

The Science of Predictive Customer Experience Management

The Three Pillars of Customer Experience Management

Trending Sources

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

6 Steps to a Great Apology

7 Signs of Decline for the CX Movement in 2015

Building Loyalty Doesn’t Need a Card

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

How to Get People to Do What You Want

Demystifying customer experience

5 Reasons Your KPIs Are Hurting Your Customer Experience

4 Ways to Gain Customers’ Trust in Data Security

Subconscious Clues That Call People to Action

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

CloudCherry – Tying Financial Goals to CX Metrics

4 Actions to Exceed Customer Expectations

5 Facts to End the ROI Debate on Customer Experience

Why Most Customer Experience Programs Fail

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

Don’t Disappoint your Customers this Holiday Season

How to Make or Break Your Customer Experience

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

How to Enhance the Guest Experience: Trends and Best Practices

How is Your Business Dealing with the Paradox of Choice?

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

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

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

Would Consumers (Really) Spend More For Better Service?

When ‘Push’ Marketing Goes Too Far

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

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

Why Men & Women Remember Things Differently

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

3 Ways to Use Mobile To Your Advantage

2017 the Year of Undelivered Promise

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