CEM, Conference, Customer Satisfaction and Net Promoter Score

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Compare that to a member who gives the highest score — they are likely to remain a member for another six years.”. Customer Satisfaction results in a higher share price. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Net Promoter Score

Net Promoter Score ROI Customer Experience Insurance

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature (..)

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

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.

Net Promoter Score

Net Promoter Score Strategy Customer Centricity CEM

Do You Harness the Power of Habit in Your Marketing Yet?

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

Net Promoter Score Marketing CEM Social Media

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

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.

Net Promoter Score

Net Promoter Score Customer Experience How To CEM

What Does The Scottish Independence Vote Have to Do with Customer Experience?

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

Net Promoter Score Customer Experience CEM Banking

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Data CEM Customer Retention

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

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

Net Promoter Score Customer Centricity Social Media CEM

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

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

ROI Net Promoter Score CEM Conference

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines

Airlines Examples Net Promoter Score CEM

3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

JULY 14, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to 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%. Reserve your spot today!

Customer relationships

Customer relationships Net Promoter Score Effort Score Customer Centricity

EXPERT INSIDER: Flow and Friction in Customer Communications

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . Ecrion is an organization built around our expertise in customer communications.

Communication

Communication Net Promoter Score Customer Journeys Effort Score

EXPERT INSIDER: Flow and Friction in Customer Communications

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . Ecrion is an organization built around our expertise in customer communications.

Communication

Communication Net Promoter Score Customer Journeys Effort Score

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Beyond Philosophy

JUNE 11, 2015

United’s score on the American Customer Satisfaction Index is a full 15 points below the U.S. Now, we come to retailers which had customer loyalty programs, usually of long-standing, and elected to discontinue them. And, none of this has helped the airline industry’s image and reputation.

Loyalty Programs

Loyalty Programs Loyalty Airlines Retail

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

MAY 20, 2015

Overall, RightNow found that 86% of consumers would spend more for a better customer experience (CEI Report, 2011, RightNow).

Consumers

Consumers Self Service Study Retail

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

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

Consumers Wireless Banking Leadership

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

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

Consumers Connections Social Media Advertising

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

APRIL 7, 2015

Our consultants have helped customers to achieve successes such as: Recommendation rate driven to 94 percent, 30+ percent increase in NPS®, 90 percent renewal rate, and 96 percent low or very low Customer Effort Score. and Harvard Business Publishing, were honored at the conferences 2014. Qualtrics.

Groups

Groups Multi-Channel Omni-Channel CEM

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

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

Financial Omni-Channel Airlines Multi-Channel

When B2B and B2C Key Performance Metrics Flatline….

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

B2C B2B Metrics Analysis

Customer Experience Update

5 Reasons Your KPIs Are Hurting Your Customer Experience

5 Facts to End the ROI Debate on Customer Experience

Webinars

Trending Sources

4 Actions to Exceed Customer Expectations

Webinars

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Do You Harness the Power of Habit in Your Marketing Yet?

How to Make or Break Your Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

4 Ways to Gain Customers’ Trust in Data Security

eBay & PayPal’s Split is Good for Customers

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

3 Examples of Change for the Better in Airlines

3 Ways to Tell if Your Customer Relationship is All About You

EXPERT INSIDER: Flow and Friction in Customer Communications

EXPERT INSIDER: Flow and Friction in Customer Communications

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Would Consumers (Really) Spend More For Better Service?

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

2015 Temkin Group CX Vendor Excellence Award Winners

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

When B2B and B2C Key Performance Metrics Flatline….

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