PeopleMetrics

JULY 13, 2020

Video is what most engages customers. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. The reason?

CEM 71

CEM 2001 Social Media Blog 71

Beyond Philosophy

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four best-selling books and an engaging keynote speaker. What do you do when you make a mistake? Please click here to learn more.

CEM 142

CEM Books Customer Retention Customer Experience Management 142

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. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Everyone Wins with VoC. Continuous Conversations.

CEM 94

CEM 2001 Feedback Call Center 94

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

JANUARY 12, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

2015 163

2015 Customer Experience CEM Webinar 163

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 27, 2019

Legal will also come into play if you decide to engage with a third-party partner. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. At times, legal will need to approve the questions that you are asking customers.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

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. Southwest Attacks Its Late Problem Head-on with Its Customers. If you would like to follow Beyond Philosophy click here.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

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

FEBRUARY 2, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. If you enjoyed this post, you might be interested in the following blogs: 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.

Marketing 166

Marketing CEM 2014 Books 166

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Engaging the subconscious shopper is a skill supermarkets are always perfecting. Colin is an international author of four best-selling books and an engaging keynote speaker. They don’t. Follow Colin Shaw on Twitter @ColinShaw_CX. . <

CEM 122

CEM 2004 Books Retail 122

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

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

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

SurveySensum

MARCH 20, 2024

Along with a robust platform they offer advanced CX consultation service — wherein CX experts provide end-to-end support, from survey creation to feedback analysis, to creating action plans based on customer insights. One-On-One CX Consultation: SurveySensum is a DIFM platform – they will do everything for you.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

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

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

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. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

PeopleMetrics

MAY 24, 2018

Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

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. Can you tell a genuine smile from a forced one?

CEM 113

CEM Customer Service Representative Insurance Consulting 113

Beyond Philosophy

JANUARY 28, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

CEM 146

CEM Books Webinar Customer Centricity 146

Beyond Philosophy

JANUARY 26, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post You Can’t Legislate Customer Centricity appeared first on Beyond Philosophy.

Customer Centricity 103

Customer Centricity CEM Books Government 103

Beyond Philosophy

FEBRUARY 24, 2015

For more 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. Do you know the psychological cues in your experience? Please click here to learn more.

CEM 122

CEM Books Social Media Customer Experience Management 122

Beyond Philosophy

JANUARY 23, 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.

CEM 126

CEM Books Webinar Leadership 126

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 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

Listen to your customers and engage with them. Colin is an international author of four best-selling books and engaging keynote speaker. Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. This warning is part of the company’s social responsibility.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

MARCH 28, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Are you one of them?

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

Beyond Philosophy

APRIL 4, 2016

As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. 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.

CEM 113

CEM Consulting Leadership Books 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. When I started consulting back in 2002, no one knew what Customer Experience was. Join Beyond Philosophy for the Certified Advanced CEM Training. You can see the whole chart here. What will you choose?

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. Schedule a call with an expert CX consultant to make this work for your business. Engage customers to improve customer retention. Greater engagement leads to higher sales! No action on bad experience can affect the bottom line! Source ).

Feedback 74

Feedback Net Promoter Score CEM NPS 74

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. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Middlesex Consulting

OCTOBER 11, 2015

Organizations are learning that there is much more to the job of engaging and retaining customers than just putting something in place and moving on to the next challenge. Today, the challenge is to move the game to the next level by taking an approach that links strategy, vision, measurements, technology, organization, engagement, etc.,

Customer Experience 60

Customer Experience Customer Journey Mapping CEM Consulting 60

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. The post 4 Ways to Gain Customers’ Trust in Data Security appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 98

CEM Books Social Media Customer Centricity 98

Beyond Philosophy

SEPTEMBER 23, 2014

Colin is an international author of four bestselling books and an engaging keynote speaker. Protecting Yourself Against Other Passengers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Airlines 134

Airlines CEM Books Consulting 134