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

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

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 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. 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 121

CEM 2004 Books Retail 121

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

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

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

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

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

SurveySensum

MARCH 20, 2024

The primary goal of these tools is to enhance customer satisfaction , loyalty, and advocacy by understanding and addressing customer needs, preferences, and pain points. One-On-One CX Consultation: SurveySensum is a DIFM platform – they will do everything for you. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

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

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 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

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

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

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

APRIL 13, 2016

They drive what we remember about a brand and what we expect from them in return for our loyalty. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Join Beyond Philosophy for the Certified Advanced CEM Training.

CEM 113

CEM Books Consulting Travel 113

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

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

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

Middlesex Consulting

MARCH 5, 2018

I realized that four of the attendees were either looking for a new position or gave up looking and started consulting. We might expect that as customer satisfaction increases (as measured by comparing experiences to expectations), customer loyalty would increase at a faster pace.

Customer Experience 60

Customer Experience Events CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

I realized that four of the attendees were either looking for a new position or gave up looking and started consulting. 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

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. Downie describes a commitment from the team to improve all the little bits consistently.

Leadership 154

Leadership CEM 2014 Sports 154

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

CEM 55

CEM Customer Experience 2007 2011 55

Beyond Philosophy

SEPTEMBER 17, 2014

I use stories all the time when I am consulting with clients on Customer Experiences. Using our natural propensity for prejudice to help evoke the proper emotions in a Customer Experience is a great strategy for building loyalty and branding for your organization. Blogs Customer Emotions'

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

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

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 60

Net Promoter Score 2002 CEM 2013 60

Beyond Philosophy

APRIL 13, 2016

They drive what we remember about a brand and what we expect from them in return for our loyalty. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Join Beyond Philosophy for the Certified Advanced CEM Training.

CEM 60

CEM Books Consulting Travel 60

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Loyalty is Not Just for Customers article. Customer-Centric Culture: Engaging Employees & Customers webcast (22:03). Employee Engagement. Interaction Bridges for Employee Engagement webcast (13:02).

Article 48

Article Customer Experience 2009 White Paper 48

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

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.

CEM 40

CEM 2015 E-support Customer Centricity 40

Beyond Philosophy

DECEMBER 14, 2015

The post The Power of Servant Leadership to Build and Sustain Stakeholder Value appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

Beyond Philosophy

JUNE 17, 2015

As Contently notes: “We will see brands get better at writing engaging headlines, yes, but we will also see content that matches the expectations that those headlines set.”. For example, teasing consumers with inflated promises in headlines will reduce credibility and make it more challenging to build a relationship.

Consumers 96

Consumers Connections Social Media Advertising 96