Conference Customer Retention Employee Engagement Net Promoter Score 
Beyond Philosophy
NOVEMBER 10, 2014
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. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).
Beyond Philosophy
NOVEMBER 10, 2014
In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
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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.
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?
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.
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.
Beyond Philosophy
MARCH 5, 2015
Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX.
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