CloudCherry

MARCH 19, 2019

Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves. 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. Reduce Costs.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Beyond Philosophy

NOVEMBER 24, 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. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

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 132

Airlines Net Promoter Score Transportation CEM 132

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 167

Net Promoter Score Marketing CEM Social Media 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. Sources: Aagaard, Michael. “10

CEM 122

CEM 2004 Books Retail 122

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

NOVEMBER 6, 2014

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

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

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

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 98

CEM Books Social Media Customer Centricity 98

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 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 Customer Loyalty (..)

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

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

Beyond Philosophy

APRIL 7, 2016

This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Customer Satisfaction score to denote the health of the economy. ACSI uses an overall U.S.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Middlesex Consulting

MARCH 5, 2018

This is the book that introduced the Customer Effort Score and proposed it as more useful than NPS©). We might expect that as customer satisfaction increases (as measured by comparing experiences to expectations), customer loyalty would increase at a faster pace. My idea is simple.

Customer Experience 60

Customer Experience Events CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

This is the book that introduced the Customer Effort Score and proposed it as more useful than NPS©). Although we might have expected that as customer satisfaction increases (as measured by comparing experiences to expectations), customer loyalty would increase at a faster pace. My idea is simple.

Events 60

Events CEM ROI Customer Satisfaction 60

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 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Beyond Philosophy

APRIL 7, 2016

This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Customer Satisfaction score to denote the health of the economy. ACSI uses an overall U.S.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Beyond Philosophy

AUGUST 4, 2015

One of the many things they employed over the years to do this was to show how everyone at the company was part of the Customer relationship through their My Customer program and Customer Experience training. Ricoh Canada also added compensation to their Customer Experience goals. And it’s working.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

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

Beyond Philosophy

JULY 14, 2015

I would love to hear what you think some other signs show an organization is only thinking of themselves and not the Customer. Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

JULY 16, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Creating Successful Relationships.

Net Promoter Score 134

Net Promoter Score Communication Webinar Customer Centricity 134

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

Beyond Philosophy

JULY 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 best-selling books and an engaging keynote speaker. The post Is Your Customer Experience Accidental? Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 159

Customer Experience Hotels Airlines Customers 159

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

Beyond Philosophy

AUGUST 13, 2015

His 1987 book, Leadership Is An Art, has sold more than 800,000 copies; and this was followed up by Leadership Jazz in 1993. That may feel squishy to some, but it should be recognized that such organizations have the capacity to become engines of growth and profitability, and many of these companies have done exactly that.

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

Beyond Philosophy

DECEMBER 14, 2015

His 1987 book, Leadership Is An Art, has sold more than 800,000 copies; and this was followed up by Leadership Jazz in 1993. That may feel squishy to some, but it should be recognized that such organizations have the capacity to become engines of growth and profitability, and many of these companies have done exactly that.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

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 144

Financial White Paper Books Airlines 144

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 Management (CEM or CXM).

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Beyond Philosophy

DECEMBER 23, 2015

CCOs must understand marketing, sales, service, brand perceptions, and operations, of course, but their principal goal should be to deepen relationships, establish greater levels of trust, and build stronger customer loyalty behavior. Customer Insight, Data and Action Generation. Customer-Centric Culture Leadership and Liaison.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Chattermill

NOVEMBER 4, 2018

Chattermill easily integrates with existing platforms used to collect and manage various aspects of customer experiences, such as CRM, Customer Support, App Store Reviews, Online Surveys and CEM systems to provide a combined view of all customer feedback across the entire customer journey. Keep Learning.

Social Media 76

Social Media Net Promoter Score Feedback CEM 76

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 103

B2C B2B Metrics Competitive Advantage 103