Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. 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.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

FEBRUARY 2, 2015

If you enjoyed this post, you might be interested in the following blogs: 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. www.spring.org.uk.

Marketing 166

Marketing CEM 2014 Books 166

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

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture 2003 CEM 138

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. The Value of Customer Experience, Quantified. 26 August 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

JANUARY 28, 2015

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. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 146

CEM Books Webinar Customer Centricity 146

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 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. Hire People with a High EQ.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

B2B 115

B2B Customer Experience Employee Experience Customers 115

Clarabridge

NOVEMBER 30, 2016

But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. The employee experience. Are your employees happy? Are they engaged? So, what can you do as a CX pro to impact the employee experience ?

Customer Experience 74

Customer Experience CEM Employee Experience 2016 74

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people that may or may not work hard, but create an environment of antagonism in their wake. They don’t engage with the vision or feel any ownership in its deployment. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 117

Culture CEM Employee Experience Reference 117

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture 161

Culture Loyalty Employee Experience Customer Experience 161

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

Beyond Philosophy

OCTOBER 29, 2014

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

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience 125

Customer Experience Innovation Employee Experience Customers 125

Clarabridge

NOVEMBER 30, 2016

But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. The employee experience. Are your employees happy? Are they engaged? So, what can you do as a CX pro to impact the employee experience ?

Customer Experience 40

Customer Experience CEM Employee Experience 2016 40

Beyond Philosophy

OCTOBER 8, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

CloudCherry

AUGUST 9, 2018

Even traditionally non-customer facing departments like HR can offer insight into the employee experience. After the customer journey is designed, brands can begin to measure the customer’s experience across each touchpoint. Gaining a 360 view of the customer.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

SurveySensum

APRIL 21, 2023

By doing so, SurveySensum increases the likelihood of increased engagement and response rate. Question Branching and Skip Logic: This feature helps provide a personalized survey experience to respondents by guiding them to relevant questions based on their prior responses. It specializes in customer, product, and employee experience.

Multi-Channel 52

Multi-Channel 2023 Feedback Social Media 52

SurveySparrow

OCTOBER 12, 2020

360 Degree Feedback: Measure and manage employee experience journey with 360 degree feedback software. Use the employee portal to track all the activities and performance of each employee in your organization. Employee engagement. Airtable CRM vs SurveySparrow CEM. Engage with Your Customers.

CEM 52

CEM Net Promoter Score NPS Customer Relationship Management 52

Beyond Philosophy

MAY 14, 2015

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 bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. 19 March 2015.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

JUNE 1, 2015

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

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

SurveySparrow

OCTOBER 22, 2020

It’s essential to gauge your customer’s onboarding experience. As a product manager if you want to improve your customer experience, then SurveySparrow’s CEM or Customer experience management software is the best pick for your business. Anyway, SurveySparrow is not only a survey tool.

Management 59

Management Net Promoter Score CEM Social Media 59

SuiteCX

DECEMBER 22, 2015

Some certainly do aspects of it, but not many can provide a complete 360 degree view into the experience that includes insights from online and offline, data and behavior, emotional andsocial. Customer Experience will expand to focus on employee engagement. suitecx ©2015, suitecx Inc.

2016 40

2016 Customer Experience CEM 2015 40

Customer Alignment

DECEMBER 18, 2017

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more.

2017 45

2017 2018 Chief Customer Officer NPS 45

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Financial 144

Financial White Paper Books Airlines 144

CX Journey

SEPTEMBER 30, 2014

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy. customer experience employee experience'

Employee Experience 63

Employee Experience Connections Customer Experience CEM 63

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. 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.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. customerexperience #cx #cem #culture #companyculture. __. Is there such a thing as a single company culture? Ian: Who are you talking about?

Culture 52

Culture Leadership Measurement CEM 52