CEM, Consumers, Customer Satisfaction and Employee Experience

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

ROI

ROI CEM Net Promoter Score Customer Experience

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Their primary goal in the marketing campaign is to convey this to consumers. What they have discovered that this isn’t an easy task.

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. So, there you have it.

Net Promoter Score

Net Promoter Score ROI Customer Experience 2014

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Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Customer Centricity CEM Social Media

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

The same change in price framed differently has a significant effect on consumer behavior…. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score

Net Promoter Score Customer Experience CEM Banking

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

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

Airlines

Airlines Net Promoter Score Transportation CEM

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. PayPal has a perception problem.

Net Promoter Score

Net Promoter Score Customer Centricity Social Media CEM

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

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

ROI Net Promoter Score CEM 2014

The Three Pillars of Customer Experience Management

CloudCherry

AUGUST 9, 2018

Because of this, stakeholders from every department should be involved with designing the customer journey map. Even traditionally non-customer facing departments like HR can offer insight into the employee experience. Gaining a 360 view of the customer.

Customer Experience Management

Customer Experience Management Customer Journey Mapping Customer Experience Management

The Problem with Self Service

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. One of the most important emotions that your Experience generates with your Customers is Trust. (Source: Brian Manusama, Gartner.com ).

White Paper

White Paper 2014 2015 2012

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. In his 2010 book, Marketing 3.0:

Financial

Financial White Paper Books Airlines

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

JUNE 20, 2015

If anything, due to the more critical nature of touch points, performance, brand perception, and relationships in B2B, bonding may well be more important in this arena than in the business-to-consumer world. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. appeared first on.

B2C

B2C B2B Metrics Competitive Advantage