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 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? How a customer feels about the company is an integral part of their loyalty to it. View our books on Customer Experience here.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

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.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

MARCH 16, 2015

Customers deserve better. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience.

CEM 60

CEM CRM Conference Employee Engagement 60

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. Colin is an international author of four best-selling books and an engaging keynote speaker.

CEM 98

CEM eBook Social Media Customer Centricity 98

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences. Customers are Irrational: Stop Fighting It.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

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

Beyond Philosophy

FEBRUARY 3, 2015

By helping position the choice for your customer, you can help them take action that drives them toward an experience outcome that leaves them happy and pleased. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. . <

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

NOVEMBER 4, 2014

www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].

CEM 113

CEM Conference Consumers Customer Centricity 113

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? Longer-form games, though they may require more practice and skill, may generate greater loyalty for some brands.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

Beyond Philosophy

JULY 5, 2015

Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

SurveySparrow

OCTOBER 12, 2020

Still, recently a lot of users are complaining about Airtable (we’ve covered the reasons in the later parts of our blog, stick to the end to know more). Airtable CRM vs SurveySparrow CEM. CRM or Customer Relationship Management deals with customer relations, improves customer service, enhances communication between teams etc.

CEM 52

CEM Net Promoter Score CRM NPS 52

Beyond Philosophy

JUNE 23, 2015

But what about the effects on loyalty behavior — especially for new customers? One of the important ways both online and offline companies can discipline themselves to avoid the Casanova Complex is to apply personalization in all contact with customers, both new and established.

Wireless 60

Wireless Marketing Advertising e-support 60

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

JUNE 29, 2015

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. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Michael Lowenstein, Ph.D.,

Consumers 60

Consumers Wireless Banking Leadership 60

Beyond Philosophy

JUNE 17, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Consumers 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

JUNE 2, 2015

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. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

Beyond Philosophy

DECEMBER 23, 2015

CCOs must understand marketing, sales, service, brand perceptions, and operations, of course, but their principal goal should be to deepen relationships, establish greater levels of trust, and build stronger customer loyalty behavior. Customer Insight, Data and Action Generation.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

JUNE 4, 2015

the sporting goods retailer gives all their in-store employees a mobile device they use to help Customers order online or take them to an interactive kiosk to find a product and order it. They also used targeted offers surrounding a geographic area near a brick and mortar store and improved their loyalty app. Register here today!

Omni-Channel 60

Omni-Channel Sports Retail Video 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. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

JUNE 20, 2015

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.) Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. The first, a B2C example, involves a major player in the cable television industry.

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B2C B2B Metrics Analysis 60