Beyond Philosophy

JANUARY 12, 2015

Philosophy #2: Your Customer Experience drives value for your organization. . When an organization focuses on improving the Customer Experience, it drives the value for the organization, reduces the costs associated with customer service, and builds a competitive advantage in today’s global and commoditized marketplace.

2015 163

2015 Customer Experience CEM Webinar 163

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 53

Customer Experience CEM Hotels Lifetime Customer 53

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

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

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

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 102

Net Promoter Score CEM Books Customer Retention 102

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

Beyond Philosophy

MARCH 29, 2016

When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. And it turns out that subconscious elements like the quality of a smile can have a dramatic effect on a customer’s experience.

CEM 113

CEM Customer Service Representative Insurance Consulting 113

Beyond Philosophy

SEPTEMBER 23, 2014

In both cases, the police said that it was a “Customer Service” issue. If something as little as legroom disputes have escalated to the point that they can ground a flight, it might be an indication that the Customer Experience needs a little attention. The passenger was arrested in Boston. The seat is stationary.

Airlines 134

Airlines CEM Books Consulting 134

Beyond Philosophy

OCTOBER 24, 2014

ROI on Customer Service–New Research from the Economist Intelligence Unit. 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.

ROI 74

ROI Net Promoter Score CEM 2014 74

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A positive guest experience involves going beyond basic customer service. It encompasses the entire customer journey — through processes, policies, and people.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Beyond Philosophy

APRIL 7, 2016

During the conversation, this person revealed the fact that he used to be in Customer Service. The rest of the conversation went like this: Me: So, what are you doing differently now that you are in Customer Experience instead of Customer Service? Customer Experience isn’t the same thing as Customer Service.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

MARCH 28, 2016

This better memory is what Customers think of the next time they need something you offer, and it is what brings them back. Not only does an investment in the experience improve the Customer Loyalty, but it also reduces the costs associated with your Customer Service channels. Are you one of them?

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

Beyond Philosophy

OCTOBER 8, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

APRIL 13, 2016

According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. According to an excerpt from his book on Entrepreneur.com, here are some typical costs for different industries: Travel: Priceline.com: $7. Poor bloke.).

CEM 113

CEM Books Consulting Travel 113

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” Colin is an international author of four bestselling books and engaging keynote speaker. They communicate well. They are easy to use.

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. 5 Reasons Your KPIs are Hurting Your Customer Experience. Please click here to learn more.

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

Beyond Philosophy

MARCH 29, 2016

When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. And it turns out that subconscious elements like the quality of a smile can have a dramatic effect on a customer’s experience.

CEM 60

CEM Customer Service Representative Insurance Consulting 60

Beyond Philosophy

OCTOBER 28, 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. Blogs Customer Experience' What is the focus of the systems in your organization?

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

Beyond Philosophy

OCTOBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX The post Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

ROI 119

ROI 2014 CEM Webinar 119

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

APRIL 7, 2016

During the conversation, this person revealed the fact that he used to be in Customer Service. The rest of the conversation went like this: Me: So, what are you doing differently now that you are in Customer Experience instead of Customer Service? Customer Experience isn’t the same thing as Customer Service.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Beyond Philosophy

APRIL 13, 2016

According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. According to an excerpt from his book on Entrepreneur.com, here are some typical costs for different industries: Travel: Priceline.com: $7. Poor bloke.).

CEM 60

CEM Books Consulting Travel 60

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 154

Leadership CEM 2014 Sports 154

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

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

ENGAGE.cx

JULY 9, 2015

Imagine a customer who has agreed to the uber opt-in: Yes, please use and share my online and offline information (with care). What happens next is nothing short of amazing: Customer books beach vacation on travel website. Customer then proceeds to browse Instagram and Pinterest for images of swimwear and workout tips.

Customer Experience 66

Customer Experience Hotels 2014 2025 66

Beyond Philosophy

JULY 16, 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.

Net Promoter Score 134

Net Promoter Score Communication Webinar Customer Centricity 134

ENGAGE.cx

JULY 9, 2015

Imagine a customer who has agreed to the uber opt-in: Yes, please use and share my online and offline information (with care). What happens next is nothing short of amazing: Customer books beach vacation on travel website. Customer then proceeds to browse Instagram and Pinterest for images of swimwear and workout tips.

Customer Experience 40

Customer Experience Hotels 2014 2025 40

Beyond Philosophy

JULY 5, 2015

Customer Sensitivity. 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

JUNE 23, 2015

In the haste to bring in customers, companies can often forget to court the right customers, those who represent the best long-term revenue potential, or who won’t overtax the company’s customer service and support structure. Many online retail sites have engaged in sweepstakes and other customer generation programs.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

JUNE 2, 2015

Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success.

2005 97

2005 Customer Centricity Magazine Retail 97

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

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

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

Beyond Philosophy

DECEMBER 22, 2015

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

Magazine 92

Magazine Marketing Social Media Consumers 92