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 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

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

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

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 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

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. Net Promoter Score (NPS) is used to determine how likely you are to recommend a product or service to one of your friends or family.

Net Promoter Score 60

Net Promoter Score NPS CEM Consulting 60

Beyond Philosophy

APRIL 7, 2016

The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. You can see the whole chart here.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

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

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

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

JULY 14, 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%. Reserve your spot today!

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

APRIL 7, 2016

The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. You can see the whole chart here.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

delighted

JULY 19, 2019

E-Book: Rising to the top with digital customer experience. Customer Experience Management (CEM or CXM). Seven ways to identify and engage brand advocates. Customer interactions are singular, unique points in time when a customer engages with your brand. Net Promoter Score (NPS®).

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

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%. Reserve your spot today!

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%. Click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

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. In his 2010 book, Marketing 3.0: Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Consumers 160

Consumers 2012 2011 2010 160

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. Ultimate Guide to Net Promoter Score.

Social Media 76

Social Media Net Promoter Score Feedback CEM 76

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? Leveraged well, gamification in engagement and loyalty programs can dramatically enhance the level of customer-vendor bonding behavior.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 11, 2015

What they have is an enthusiastic base, achieved and sustained through differentiated, ever-changing customer experiences, enhanced by upbeat, engaged, and helpful employees who are ambassadors for the brand. Trader Joe’s does not have a customer loyalty program.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

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 102

B2C B2B Metrics Competitive Advantage 102