Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

OCTOBER 29, 2014

I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!”

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. View our books on Customer Experience here. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security?

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 59

Customer Care CRM Customer Experience CEM 59

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 How To CEM 120

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 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

MARCH 5, 2015

View our books on Customer Experience here. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Retently

JULY 25, 2018

Don’t worry, though – while customer experience management (CEM) can seem complex and tough to understand, we’ve got you covered with valuable insights from the experts themselves. Basically, we’ve put together a list of 15 customer experience quotes and did a quick analysis to showcase the key points.

CEM 91

CEM Customer Experience Social Media NPS 91

Beyond Philosophy

JULY 14, 2015

This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. Instead, you encourage them to find a new relationship, a competitor who listens to what they have to say. #2:

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Do you love CEM as much as we do?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Do you love CEM as much as we do?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Retently

JULY 11, 2018

With the advent of the Net Promoter Score ®, capturing relevant feedback has never been easier. However, since the market landscape evolved – shifting the focus from survey data towards a more complex customer satisfaction management approach – the more advanced NPS2 paved its way. What Is NPS2?

NPS 81

NPS Net Promoter Score CEM Social Media 81

Beyond Philosophy

JUNE 11, 2015

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., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

delighted

AUGUST 30, 2019

Because of this, more and more brands are leveraging data to find out what their customers are experiencing, and how to improve. Fortunately, an easy-to-use customer experience management (CXM or CEM) platform makes it possible to manage and understand the quality of your brand experience. Segmentation and analysis.

Customer Experience Management 51

Customer Experience Management Software Customer Experience Management 51

Experience Matters

APRIL 7, 2015

Clarabridge is the only platform that can easily connect to all sources of customer feedback and analyze it in aggregate. Our services team has helped with over 1,000 customer experience management initiatives. We brought the industry’s first customer engagement hub to market. Fizzback Unique Features.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

JULY 31, 2023

By delving deep into the voice of the customer, businesses gain a holistic understanding of their audience, enabling them to tailor their products, services, and experiences accordingly. At its core, voice of customer data analytics provides organizations with the means to transform raw feedback into actionable intelligence.

Analytics 52

Analytics Social Media CEM Effort Score 52

Beyond Philosophy

JUNE 20, 2015

More important, it involves utilizing a metric or metrics reflecting real-world decision dynamics such as word of mouth and brand favorability which, along with more actionable forms of analysis, will help them to understand, and prioritze, the drivers of bonded, positive behavior.

B2C 60

B2C B2B Metrics Analysis 60

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60