Beyond Philosophy

NOVEMBER 10, 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 (..)

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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. Blogs Thought Leadership'

CEM 131

CEM Loyalty Blog Books 131

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

JANUARY 23, 2015

The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

CEM 126

CEM Books Webinar Leadership 126

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

NOVEMBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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 (..)

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Experience Investigators by 360Connext

JANUARY 8, 2018

They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). appeared first on Customer Experience Consulting. Ask your front-line folks.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

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

JULY 5, 2015

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

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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? Michael Lowenstein, Ph.D., The post Where Is Gamification Going?

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. But what about the effects on loyalty behavior — especially for new customers? Michael Lowenstein, Ph.D., Not only were the messages not requested, but these customers had to pay to retrieve them. Certainly, the transactional advantages of e-commerce are very appealing.

Wireless 98

Wireless E Commerce Marketing Advertising 98

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 29, 2015

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

Consumers 102

Consumers Wireless Banking 2013 102

Beyond Philosophy

JUNE 17, 2015

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

CMC, is Thought Leadership Principal for Beyond Philosophy. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Michael Lowenstein, Ph.D., They are; Customer Experience and Value Optimization.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. We help businesses mature their program over time with expert consulting services.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

JUNE 4, 2015

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

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

JUNE 4, 2015

They also used targeted offers surrounding a geographic area near a brick and mortar store and improved their loyalty app. According to an article on Inc., 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.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

SmartKarrot

JULY 26, 2021

CX has to start from the top – it is a leadership responsibility. Customer Experience Director Customer Experience Manager Customer Experience Consultant Customer Experience Specialist Customer Experience Agent Customer Experience Advocate. What is customer experience management (CEM or CXM)?

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11

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 102

B2C B2B Metrics Competitive Advantage 102