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. < [link] > “The ‘moment of truth’ in customer service.” February 2006.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

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 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha! – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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. Boost the value you provide. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

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. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad. What is the focus of the systems in your organization? 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. 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

ProProfs Chat

JUNE 19, 2020

Brand loyalty and the likelihood of repeat and new sales can be measured through Net Promoter Score. Interestingly, this single score has the ability to give a business direction for improvement and bring noticeable changes. Net Promoter Score is primarily obtained through surveys.

Net Promoter Score 78

Net Promoter Score NPS Insurance Survey 78

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction” on Thursday, October 30th, 2014. 3 Steps to Becoming #1 on Trip Advisor. ROI on Customer Service–New Research from the Economist Intelligence Unit.

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. I have to say being a regular flyer there are a number of other things that need to be fixed but this is at least a start. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy?

Airlines 60

Airlines Examples Net Promoter Score CEM 60

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. Customer loyalty programs are especially popular among retailers. The company has long claimed that a loyalty program isn’t needed because their prices are so low.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Bold360

APRIL 17, 2019

The Customer Engagement Maturity (CEM) Model Assessment tool tells businesses how they stack up against over 450 other organizations from around the globe. Enter the Customer Engagement Maturity Model (CEM). The Genesis of the Maturity Model. How Serious Is Your Commitment? Components of Customer Engagement Maturity.

Customer Engagement 40

Customer Engagement Engagement CEM Net Promoter Score 40

Beyond Philosophy

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. This perception affects Customer behaviors and builds memories, which drive Customer loyalty and affects the economic value an organization generates.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. This perception affects Customer behaviors and builds memories, which drive Customer loyalty and affects the economic value an organization generates.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

JULY 14, 2015

I wrote a blog a while back about some friends who only called me when they wanted something. Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Reserve your spot today!

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Lumoa

MARCH 20, 2018

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? However, if you want to measure loyalty and aim for long-term goals, check the Net Promoter System.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Beyond Philosophy

JULY 16, 2015

If you enjoyed this post, you might be interested in the following blogs: Negative Emotions and Their Positive Effect. Happiness Exploded: There’s More to Positive Emotions Than You Think. Creating Successful Relationships. RICOH Canada had a vision: to be the most trusted brand with an irresistible appeal in their market.

Training 60

Training Net Promoter Score Study Case Study 60

Lumoa

MARCH 20, 2018

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? However, if you want to measure loyalty and aim for long-term goals, check the Net Promoter System.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Beyond Philosophy

AUGUST 4, 2015

To listen to the webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” and learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Click here.

Culture 60

Culture Sales Net Promoter Score Case Study 60

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

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. In comparison, CEM or Customer Experience Management manages the entire journey experience of a customer within the company. .

CEM 52

CEM Net Promoter Score CRM NPS 52

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

SuiteCX

JUNE 1, 2015

It takes into account the entire lifecycle, including stages such as awareness, consideration, purchase, repurchases, loyalty and churn. CEM – Customer Experience Management. Loyalty -is faithfulness or a devotion to a person , country , group, or cause.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Beyond Philosophy

JUNE 29, 2015

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

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

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. They make them feel valued, inspire their loyalty, and earn their business. I’ve included the first two section of the nomination forms submitted by the seven winners. The result: happy, loyal customers.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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. Also, how much influence do your employees have on customer value perceptions and loyalty behavior through their day-to-day interactions?

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.

B2C 60

B2C B2B Metrics Analysis 60