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

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

Beyond Philosophy

NOVEMBER 24, 2014

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.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 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 is an international author of four best-selling books and an engaging keynote speaker. There are so many options that it can delay a decision.

CEM 122

CEM 2004 Books Retail 122

Beyond Philosophy

NOVEMBER 4, 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.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

MAY 26, 2015

4: Leadership is everything. Leadership is doing what is right when no one is watching. — George Van Valkenburg. Leadership is putting your team first and yourself second. Leadership is never asking your team to do something you wouldn’t do. Leadership means recognizing that everyone is equal.

Leadership 142

Leadership CEM Travel Books 142

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

PeopleMetrics

MARCH 7, 2018

Chances are you haven't been trained in that role - there’s no degree in customer experience leadership (at least right now - maybe there will be some day). You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Nonetheless, it's an amazing role to have. What makes a great CX leader.

Feedback 76

Feedback CEM Management 2001 76

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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

Colin is an international author of four best-selling books and engaging keynote speaker. View our books on Customer Experience here. The post 4 Ways to Gain Customers’ Trust in Data Security appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Thought Leadership'

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success.

Leadership 154

Leadership CEM 2014 Sports 154

Beyond Philosophy

APRIL 14, 2015

To learn more ways you can detect buy in on your Customer Experience Agenda, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four bestselling books and an engaging keynote speaker. Blogs Customer Experience Thought Leadership'

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

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. Senior management must allocate time and resources to this goal to keep everyone reading from the same book.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

APRIL 4, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? Colin is an international author of five bestselling books and an engaging keynote speaker.

CEM 113

CEM Consulting Leadership Books 113

Beyond Philosophy

OCTOBER 20, 2014

In my first book, I describe how we discovered that over 50 percent of our client’s staff were in a Customer-facing position and didn’t have the skills or desire to be. Colin is an international author of four best-selling books and an engaging keynote speaker. Blogs Employee Experience Thought Leadership'

Culture 117

Culture CEM Employee Experience Reference 117

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

APRIL 4, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? Colin is an international author of five bestselling books and an engaging keynote speaker.

CEM 60

CEM Consulting Leadership Books 60

ClearAction

AUGUST 24, 2008

And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. Author Gerald Zeitman generously provides useful techniques in the mid-section of his book How Customers Think. This approach to VOC and CEM has certainly been eye-opening! A picture tells a thousand words, they say.

Insights 87

Insights Customer Experience CEM Social Media 87

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. Michael Lowenstein, Ph.D.,

Magazine 92

Magazine Marketing Social Media Consumers 92

Beyond Philosophy

MAY 14, 2015

Colin is an international author of four bestselling 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. Source: Morris, Tricia. 19 March 2015.

White Paper 160

White Paper 2014 2015 2012 160

Experience Investigators by 360Connext

MARCH 12, 2018

Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. And we don’t mean in the way you think they walk. We look for the paths they create, based on the barriers they’ve encountered with the channels, processes and journeys created for them.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Beyond Philosophy

JUNE 11, 2015

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

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 2, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate.

2005 97

2005 Customer Centricity Magazine Retail 97

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

JULY 5, 2015

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

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

JULY 14, 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.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

APRIL 30, 2015

Colin is an international author of four bestselling 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 Building Loyalty Doesn’t Need a Card appeared first on.

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Consumers 160

Consumers 2012 2011 2010 160

Beyond Philosophy

JUNE 4, 2015

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

Financial 144

Financial White Paper Books Airlines 144

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

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. As we see them (and as fully described in Customer WinBack, a book co-authored with my colleague Jill Griffin), there are three major phases of a complete customer life cycle: Targeting/Acquisition, Retention/Loyalty, and Lost/Won-Back. Michael Lowenstein, Ph.D.,

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

FEBRUARY 17, 2015

For more concepts like the Peak End Rule and other important Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four bestselling books and an engaging keynote speaker. Blogs Thought Leadership'

CEM 167

CEM Magazine Blog Leadership 167

Beyond Philosophy

JUNE 4, 2015

Colin is an international author of four bestselling 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 3 Ways to Use Mobile To Your Advantage appeared first on.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. Colin is an international author of four bestselling books and an engaging keynote speaker. He describes two systems in our brain that explain our thought processes.

2002 147

2002 Books Events Reference 147

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., 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.) The first, a B2C example, involves a major player in the cable television industry.

B2C 103

B2C B2B Metrics Competitive Advantage 103

Gainsight

DECEMBER 23, 2019

Previously, she was a Senior Customer Success Leader at both Zuora and Cornerstone OnDemand helping to scale both those SaaS businesses and prior to that she spent five years at SalesForce in various leadership roles. And you have to get alignment on the CEM otherwise it falters and sputters. Welcome, April. .”

Customer Success 52

Customer Success Customers Sales Metrics 52