Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

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

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”.

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. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

NOVEMBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

OCTOBER 28, 2014

Blogs 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 customer experiences (..)

Customer Experience 120

Customer Experience Net Promoter Score Customer Centricity CEM 120

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

DECEMBER 23, 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 98

CEM Books Social Media Customer Centricity 98

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

OCTOBER 24, 2014

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 industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

JULY 5, 2015

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

JUNE 23, 2015

But what about the effects on loyalty behavior — especially for new customers? One of the important ways both online and offline companies can discipline themselves to avoid the Casanova Complex is to apply personalization in all contact with customers, both new and established.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

DECEMBER 14, 2015

Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

SurveySensum

JULY 9, 2019

In the present era, there is a reason why brands are investing more in AI technologies to provide better customer experience. Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate. Source: Google/Nielsen Study). Source: Forbes Insights).

CEM 45

CEM Customer Experience Customer Experience Management Government 45

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

Experience Matters

APRIL 7, 2015

The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

JUNE 29, 2015

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Michael Lowenstein, Ph.D.,

Consumers 102

Consumers Wireless Banking 2013 102

Beyond Philosophy

JUNE 2, 2015

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. Michael Lowenstein, Ph.D.,

2005 97

2005 Customer Centricity Magazine Retail 97

Beyond Philosophy

JUNE 17, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Consumers 96

Consumers Connections Social Media Advertising 96

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

JUNE 4, 2015

the sporting goods retailer gives all their in-store employees a mobile device they use to help Customers order online or take them to an interactive kiosk to find a product and order it. They also used targeted offers surrounding a geographic area near a brick and mortar store and improved their loyalty app. Register here today!

E Commerce 141

E Commerce Sports Retail Omnichannel 141

Beyond Philosophy

JUNE 4, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that really connecting, and having an emotionally-based relationship, with customers is the key to leveraging loyalty and advocacy behavior. These companies are also invariably quite disciplined and proactive.

Financial 144

Financial White Paper Books Airlines 144

SurveySparrow

OCTOBER 25, 2019

Keep a track of your regular customers and then notify them when you are going to start discounted sales or invite them to try a new addition to your product line. This is an excellent strategy to increase customer loyalty and turn them into your brand ambassadors. Customer Experience Strategy #12. Reduce Churn rate.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

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 Metrics B2B Competitive Advantage 102