Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

Beyond Philosophy

MARCH 16, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return. In other words, consumers may shift back and forth from marketing to sales – and at their individual, emotionally driven whim.

Consumers 96

Consumers Connections Social Media Advertising 96

Beyond Philosophy

JANUARY 23, 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 How to Get People to Do What You Want appeared first on Beyond Philosophy.

CEM 126

CEM Books Webinar Leadership 126

Beyond Philosophy

FEBRUARY 24, 2015

As Professor Ryan Hamilton will be going though is our upcoming training event, “ Examining Consumer Psychology: How to Influence Customer Decisions ,” these types of theories and their implications can have a profound influence on consumer behavior. Do you know the psychological cues in your experience?

CEM 122

CEM Books Social Media Customer Experience Management 122

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

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information.

Consumers 102

Consumers Wireless Banking 2013 102

Beyond Philosophy

FEBRUARY 2, 2015

“Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. 16 December 2014. < < [link]. Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t. 4 September 2014. <

CEM 121

CEM 2004 Books Retail 121

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 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. Grocery stores know that most people are there for the essentials: milk, eggs and bread. So do grocery stores put the milk right up front so you can get in and out quickly? Not a chance.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

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 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

CEM 131

CEM Loyalty Blog Books 131

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. They have Customer-centric leadership. PayPal has a perception problem.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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

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

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. For example, YouTube is actively used as a source for consumer content.

Magazine 92

Magazine Marketing Social Media Consumers 92

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. They are looking for better experiences across channels, as well as reasons to spend; and gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D.,

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

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

Lumoa

FEBRUARY 9, 2023

Purposeful Leadership: Leaders operate consistently with a clear set of values. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer. It is trusted by 92% of consumers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

SmartKarrot

JUNE 29, 2022

If you are not using a customer experience management (CEM) platform, you are missing out on a wealth of information and opportunities to improve your customer experience. Your organization must have the right tools to succeed in today’s competitive environment. Hold Leaders Accountable for Customer Experience Metrics.

Customer Experience 11

Customer Experience Social Media CEM B2B 11

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). (Source: Brian Manusama, Gartner.com ). While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Clearly, more Customers want self-service options.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

JULY 5, 2015

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

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

APRIL 30, 2015

Consumers are noticing it and are disappointed. Bottom Line: Reward Programs Need to Be a Great Experience for Customers. It’s tougher than ever to build loyalty. The old way of doing things doesn’t work the way it used to. The good news is they still think loyalty rewards are important–as long as they are the right ones.

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

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

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Beyond Philosophy

JULY 14, 2015

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Retently

JULY 11, 2018

Customer experience management ( CEM ) is also another way to refer to this methodology. Don’t forget – 89% of consumers get frustrated when they have to keep repeating their problems to numerous representatives. Thought Leadership. In fact, most uses of NPS® nowadays directly refer to NPS2. What Is NPS2?

NPS 72

NPS Net Promoter Score CEM Social Media 72

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Answer Dash

APRIL 17, 2020

Customer experience management, sometimes abbreviated to CEM, is the practice of owning your customer experience and actively working to improve it. CEM means making changes to the way you do things. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Click here to view SlideShare. Governance in Customer Journey Mapping.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

SuiteCX

DECEMBER 22, 2015

Thought Leadership #6: Disruptive competitors will appear when and where you least expect them. Organizationally, CEM teams tend to come from the Marketing and Service departments. Thought Leadership 5. Companies will begin to use CEM to develop new products and services.

2016 40

2016 Customer Experience CEM 2015 40

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer-Centric Culture Leadership and Liaison. Michael Lowenstein, Ph.D., As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

JUNE 4, 2015

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

Financial 144

Financial White Paper Books Airlines 144

Experience Matters

APRIL 7, 2015

Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices. We are inspired by their innovative work and amazing results! Rant and Rave. ResponseTek.

2015 97

2015 Multi-Channel 2014 CEM 97