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

CloudCherry

JULY 18, 2018

One of the most popular measures of customer experience is the Net Promoter Score (NPS), which is a measure of loyalty to your brand and an effective method to determine customer likelihood to repurchase, refer friends and family, and resist market pressure to deflect to a competitor. Predictive engagement is worth the effort.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

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

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

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 121

CEM 2004 Books Retail 121

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. Listen to your customers and engage with them.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

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 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

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 164

Net Promoter Score ROI Customer Experience 2014 164

Customer Enthusiast

NOVEMBER 26, 2017

Customer experience management (CEM) is the art and science of coaxing lifetime customer loyalty from daily transactions. And this positive experience will likely lead to an array of positive outcomes, including: less price sensitivity, future purchases, referrals, and other indicators of customer loyalty. Choose extraordinary.

Customer Experience 53

Customer Experience CEM Hotels Lifetime Customer 53

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

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

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. Listen to your customers and engage with them.

CEM 131

CEM Loyalty Blog Books 131

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 memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. A positive guest experience involves going beyond basic customer service. More on this later.)

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

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

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 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

MARCH 28, 2016

Not only does an investment in the experience improve the Customer Loyalty, but it also reduces the costs associated with your Customer Service channels. Leaving the emotions of an experience up to chance is a risky way to gamble with the loyalty of your Customers—particularly when competition is fiercer than ever. Are you one of them?

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

Beyond Philosophy

APRIL 13, 2016

According to an excerpt from his book on Entrepreneur.com, here are some typical costs for different industries: Travel: Priceline.com: $7. They drive what we remember about a brand and what we expect from them in return for our loyalty. Colin is an international author of five bestselling books and an engaging keynote speaker.

CEM 113

CEM Books Consulting Travel 113

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 Program (..)

CEM 113

CEM 2014 2011 2010 113

Beyond Philosophy

APRIL 7, 2016

The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. This perception affects Customer behaviors and builds memories, which drive Customer loyalty and affects the economic value an organization generates. Join Beyond Philosophy for the Certified Advanced CEM Training.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

SEPTEMBER 17, 2014

He uses the example of how Abraham Lincoln said to Harriet Beecher Stowe that her book, “Uncle Tom’s Cabin” helped start the Civil War. The empathy for slaves that Stowe created with her book was a catalyst for change for the whole society. Colin is an international author of four best-selling books and an engaging keynote speaker.

CEM 120

CEM Books Consulting Sports 120

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? Longer-form games, though they may require more practice and skill, may generate greater loyalty for some brands.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Colin is an international author of four best-selling books and an engaging keynote speaker. Remembering the little things. To read more from Colin on LinkedIn, connect with him by clicking here.

Leadership 154

Leadership CEM 2014 Sports 154

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

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. But, other than this point, I really like what Mr. Lee described.

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.

Events 60

Events CEM ROI Customer Satisfaction 60

Beyond Philosophy

APRIL 13, 2016

According to an excerpt from his book on Entrepreneur.com, here are some typical costs for different industries: Travel: Priceline.com: $7. They drive what we remember about a brand and what we expect from them in return for our loyalty. Colin is an international author of five bestselling books and an engaging keynote speaker.

CEM 60

CEM Books Consulting Travel 60

Beyond Philosophy

JULY 14, 2015

Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . 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%.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

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

APRIL 7, 2016

The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. This perception affects Customer behaviors and builds memories, which drive Customer loyalty and affects the economic value an organization generates. Join Beyond Philosophy for the Certified Advanced CEM Training.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Beyond Philosophy

JULY 5, 2015

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 behavior is recognized as essential to enterprise success, and optimal relationships are sought.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

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. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 134

Net Promoter Score Communication Webinar Customer Centricity 134

Beyond Philosophy

AUGUST 4, 2015

To listen to the webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” and 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%. Follow Colin Shaw on Twitter @ColinShaw_CX.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Beyond Philosophy

JUNE 23, 2015

Many online retail sites have engaged in sweepstakes and other customer generation programs. But what about the effects on loyalty behavior — especially for new customers? If offline instances of the Casanova Complex are a disease, then it is an epidemic among Internet companies.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

JULY 30, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX. The post Is Your Customer Experience Accidental?

Customer Experience 159

Customer Experience Hotels Airlines Customers 159