CloudCherry

JULY 18, 2018

Predictive engagement is worth the effort. Download our e-book, The Data Science of CEM: Analytics for Customer Experience Management, for more information about working with customer experience data and to equip yourself to make better data-driven decisions. Download The Data Science of CEM. Taking it Further.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

Beyond Philosophy

JANUARY 12, 2015

If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase. Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 163

2015 Customer Experience CEM Webinar 163

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 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. A book for CX leaders. I can't wait to share this book with you!

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

Beyond Philosophy

JANUARY 23, 2015

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. Colin is an international author of four best-selling books and an engaging keynote speaker. Study #2: Rewards Work Better Than Fines. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 126

CEM Books Webinar Leadership 126

Beyond Philosophy

JANUARY 28, 2015

Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. All attendees will receive a discount code for 50% off the eBook. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 146

CEM Books Webinar Customer Centricity 146

PeopleMetrics

FEBRUARY 20, 2019

With the ability to send immediate feedback, engage in dialogue with the company, and see quick results, customers have benefited as well. Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Everyone Wins with VoC.

CEM 94

CEM 2001 Feedback Call Center 94

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. Engaging the subconscious shopper is a skill supermarkets are always perfecting. There are so many options that it can delay a decision. They don’t.

CEM 122

CEM 2004 Books Retail 122

Beyond Philosophy

NOVEMBER 4, 2014

In my post, “ Engaging the Subconscious Shopper ,” I mention a Nielson report that reports that milk drives consumers to the store 59% of the time. Engaging the Subconscious Shopper. Colin is an international author of four best-selling books and an engaging keynote speaker. Divide and conquer.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

FEBRUARY 24, 2015

Every detail, from how the prices are listed in the menu to how bright the light is in the Sports Book, has been considered to give the proper psychological cues to the Customers. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. .

CEM 122

CEM Books Social Media Customer Experience Management 122

Beyond Philosophy

JANUARY 26, 2015

Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. All attendees will receive a discount code for 50% off the eBook. 4 Ways to Gain Customers’ Trust in Data Security. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 103

Customer Centricity CEM Books Government 103

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Colin is an international author of four best-selling books and an engaging keynote speaker. View our books on Customer Experience here. Southwest Attacks Its Late Problem Head-on with Its Customers.

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

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

JANUARY 16, 2015

Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. All attendees will receive a discount code for 50% off the eBook. Follow Colin Shaw on Twitter @ColinShaw_CX. appeared first on Beyond Philosophy.

CEM 152

CEM Webinar 2014 User Experience 152

Beyond Philosophy

OCTOBER 14, 2014

Listen to your customers and engage with them. Colin is an international author of four best-selling books and engaging keynote speaker. View our books on Customer Experience here. Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

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

PeopleMetrics

DECEMBER 12, 2019

As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. Employees feel more engaged when they feel that their ideas and efforts are recognized as important and helpful. Ask peers to nominate and vote for employees of the month.

Banking 91

Banking CEM Employee Experience 2001 91

Beyond Philosophy

DECEMBER 23, 2014

Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. All attendees will receive a discount code for 50% off the eBook. Follow Colin Shaw on Twitter @ColinShaw_CX.

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

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. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

APRIL 17, 2015

By listening to them and acting, you improve employee engagement and what the VOE is saying. Engaged employees believe they contribute to the company’s success. Engagement at an employee level is critical to creating a good Customer Experience. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 148

CEM Reference Employee Experience Books 148

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. Employee Ambassadors represent the most engaged members of your team. Our four-part online Employee Engagement course covers the employee ambassador concept.

2016 113

2016 Social Media CEM Employee Experience 113

Customer Enthusiast

NOVEMBER 26, 2017

Customer experience management (CEM) is the art and science of coaxing lifetime customer loyalty from daily transactions. Watch the 90-second book trailer. 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 53

Customer Experience CEM Hotels Lifetime Customer 53

Beyond Philosophy

OCTOBER 6, 2014

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Ecrion

JULY 8, 2019

They offer the most straightforward format for sharing digital materials such as books and portfolios. By using a customer experience management platform, you increase your customer’s level of engagement. PDF forms- interactive document allows you to increase customer engagement by including forms within your document.

Document 61

Document User Experience Interaction CEM 61

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

MARCH 17, 2015

Malcolm Gladwell’s famous book from 2007, Blink , introduced this concept in detail. To learn more ways you can use the subconscious to evoke the positive emotions you want from your Customer Experience, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

Sales 151

Sales 2007 CEM Books 151

Beyond Philosophy

MARCH 29, 2016

The researchers used a commercial facial analysis tool to distinguish “social smiles” made by turning up the corners of the mouth, and “genuine smiles” that engage a wider range of facial muscles. Colin is an international author of four bestselling books and an engaging keynote speaker. Does it affect your buying decisions?

CEM 113

CEM Customer Service Representative Insurance Consulting 113

Beyond Philosophy

SEPTEMBER 23, 2014

You can use a bottle of water, or even a book, wedge in under the latch for the tray table and voila! Even so, I wouldn’t fancy having the customer behind me restrict me from doing it with a Knee Defender (or book or water bottle) without so much as a please or thank you, either. The thing is these contraptions are not even necessary.

Airlines 134

Airlines CEM Books Consulting 134

Beyond Philosophy

OCTOBER 14, 2014

Listen to your customers and engage with them. Colin is an international author of four best-selling books and engaging keynote speaker. View our books on Customer Experience here. Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Blogs Thought Leadership'

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture 2003 CEM 138

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 Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

SEPTEMBER 9, 2014

It could be that the amount of hang-ups increases or in the case of the wine for the guests, re-bookings for the hotel increase after the stay. Colin is an international author of four bestselling books and an engaging keynote speaker. Affect: The emotions create a value for the experience and an effect. 9 May 2014.

Hotels 161

Hotels 2014 2008 CEM 161

Beyond Philosophy

MARCH 28, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. Colin is an international author of five bestselling books and an engaging keynote speaker. Too many organizations today continue to make mistakes with their Customer Experience. Are you one of them?

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

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