Beyond Philosophy

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake? I’d be interested to hear your insight in the comments below. Please click here to learn more.

CEM 142

CEM Books Customer Retention Customer Experience Management 142

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. They might not be not what your management would like them to be. Sometimes this can be a tough sell to your senior management. NO, YOU DON’T. Please don’t fall into that trap.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . The Relationship Between Customer Experience Management and Sales. Please click here to learn more. An Inside Look at the Casino Experience. appeared first on Beyond Philosophy.

CEM 122

CEM Books Social Media Customer Experience Management 122

Bold360

AUGUST 18, 2020

Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. They don’t.

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

OCTOBER 6, 2014

Do you have a person or team of people responsible for managing the Customer Experience for your organization? How involved is senior management in your Customer Experience details? Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Why or why not?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

NOVEMBER 4, 2014

Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience Management (..)

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

OCTOBER 29, 2014

By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

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 10, 2014

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

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 166

Marketing CEM 2014 Books 166

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. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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. The post 8 Ways to Tell Whether Your CEO Supports You appeared first on Beyond Philosophy | Customer Experience Consultants.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

Beyond Philosophy

OCTOBER 20, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. This training, however, depends on the fact that your senior management team has agreed upon a specific emotional experience they want for their Customers.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

OCTOBER 20, 2014

For Customer-facing employees, it is important to hire those with a high EQ (emotional intelligence), so that they can use those skills to manage the situations to the outcome you want. I would love to hear how you manage them in the comments below. Blogs Employee Experience Thought Leadership'

Culture 117

Culture CEM Employee Experience Reference 117

Innovative CX

FEBRUARY 26, 2019

There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. Recognizing this role as an integral part of an organization’s leadership will create laser-like focus on and commitment to both the customer and the employee experience.

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Michael Lowenstein, Ph.D., Customer Sensitivity. Customer Focus.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Experience Investigators by 360Connext

JANUARY 8, 2018

In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers. appeared first on Customer Experience Consulting. Maybe you can’t get every fix you want, but asking for these ideas spurs the kind of thinking that leads to real customer experience repair.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

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. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Magazine 92

Magazine Marketing Social Media Consumers 92

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For example, a lifestyle and weight management service company might work curation into their engagement program by having members compete by creating perfect combinations of healthy foods for breakfast, lunch and dinner, or special events like parties.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Another trend noted by Contently is the focus on building opt-in email subscriber lists, so that the content moved through owned, rented, and social media can be more effectively managed and leveraged to build relationships. Michael Lowenstein, Ph.D.,

Consumers 96

Consumers Connections Social Media Advertising 96

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Ultimately, it’s what makes any customer relationship management effort worthy of going viral. Michael Lowenstein, Ph.D., Not only were the messages not requested, but these customers had to pay to retrieve them.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

JUNE 29, 2015

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

Consumers 102

Consumers Wireless Banking 2013 102

Beyond Philosophy

JUNE 1, 2015

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

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Ian Williams

JUNE 23, 2019

The phrase has been bandied around boardrooms across the globe; and for some organisations, it has even become a central theme around which their customer management operations have been built. This usually, however, has more to do with the leadership and/ or company culture of an organisation than it does the validity of the exercises.

Customer Journey Mapping 45

Customer Journey Mapping Customer Journey Banking Document 45

Experience Investigators by 360Connext

MARCH 12, 2018

” The post Why Your Customer-Centric “Breakthrough” Is Not Working appeared first on Customer Experience Consulting. .” The one that sounded more like “you can do this – you can make the change!”

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

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

Ian Williams

FEBRUARY 20, 2020

The fourth area is leadership immersion. So, there is a process that the leadership team needs to work with the CX management team on in order to bring those things about. customerexperience #cxclub #journeymapping #CEM #CX. I’m not going to cover any of those subjects today, I just wanted to introduce those things.

Leadership 52

Leadership CEM Customer Journey Mapping Return on Investment 52

Ian Williams

JUNE 10, 2019

In part 2 we look at Leadership, CX as ‘an initiative’ and CX in silos. . Leadership The CEO must 100% buy-into Customer Experience with her/ his heart and soul, and must have the complete backing of a strong senior management team. Under these circumstances, CEM is destined to fail.

CEM 49

CEM Customer Experience Leadership Presentation 49

Beyond Philosophy

JUNE 11, 2015

Some of their executives have also theorized that the chains will now adopt a more local level approach, rather than customer level, to their decision-making, and that individual store managers will now be more actively involved in driving successful performance.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

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

Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

SuiteCX

DECEMBER 22, 2015

December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. Organizationally, CEM teams tend to come from the Marketing and Service departments.

2016 40

2016 Customer Experience CEM 2015 40

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 4, 2015

Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Having an OmniChannel approach is essential for business today. Register here today!

E Commerce 141

E Commerce Sports Retail Omnichannel 141