Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Hotels 161

Hotels CEM Analysis Customers 161

Beyond Philosophy

SEPTEMBER 19, 2014

How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? So in the spirit of sharing skills, here are four things you can do to get Customers to do what you want: Tell them stories. In addition, most Customers don’t like to feel like they are losing anything. Change is hard for anybody.

Airlines 118

Airlines CEM Consulting Video 118

Beyond Philosophy

NOVEMBER 4, 2014

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. Wine stores play music to put their customers in a happy and relaxed mood.

CEM 113

CEM Conference Customer Centricity Consumers 113

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these?

ROI 119

ROI CEM Consulting System 119

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CEM 60

CEM CRM Conference Employee Engagement 60

Clarabridge

OCTOBER 27, 2015

Provide a better customer experience (CX) , and your business will do better. But research shows that 45% of organizations actually find it very difficult to tie customer experience investments to business outcomes.*. This does not mean that their customer experience management (CEM) initiatives are failing.

CEM 40

CEM Customer Retention Financial Report 40

Customer Interactions

JULY 7, 2015

In addition to posts on the customer experience and customer service, we added some picks on CRM effectiveness and CEM. For this week’s edition of CX Buzz, we thought it would be interesting to add a little more variety to our selections. The content within our picks are (as always) very insightful.

CEM 28

CEM CRM Meeting Customer Service 28

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these?

ROI 75

ROI Net Promoter Score CEM Conference 75

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Apple and Coke have chosen good songs to create the memory with their Customers. Having a great song, jingle, or score makes the ad create positive emotions in the minds of your Customers. 16 December 2014. <

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

SEPTEMBER 26, 2014

Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil. Organizations that realize how important feelings are to their relationships with Customers will do better to get the business of these consumers and keep them coming back for more. Blogs Customer Analysis'

Sports 130

Sports CEM Consulting Consumers 130

Beyond Philosophy

JANUARY 16, 2015

The end of 2014 was really busy. The time had come to improve my digital experience for the company. Not surprisingly, I discovered the reasons were related to my Customer’s Experience. Most of the convoluted natures of the site stayed behind the scenes, but over time, navigation suffered on the User Experience side.

CEM 60

CEM eBook User Experience Analysis 60

ENGAGE.cx

JULY 9, 2015

But there is something more telling behind these stats: in-store shopping is a familiar, often socially-driven experience that transcends pure economic value for many people. Are they really providing value to the customer? What happens next is nothing short of amazing: Customer books beach vacation on travel website.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40

ENGAGE.cx

JULY 9, 2015

But there is something more telling behind these stats: in-store shopping is a familiar, often socially-driven experience that transcends pure economic value for many people. Are they really providing value to the customer? What happens next is nothing short of amazing: Customer books beach vacation on travel website.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40

Beyond Philosophy

OCTOBER 3, 2014

As their website says, the Royal Yacht Britannia experience is designed to tell visitors about the unique Ambassadorial role played across the World by The Queen’s former floating Palace. In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience.

Leadership 154

Leadership CEM Sports Hotels 154

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. Of course, these examples are about the subconscious experience as none of these things make sense.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. by the end of 2014. ACSI uses an overall U.S.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. by the end of 2014. ACSI uses an overall U.S.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self Service 60

Self Service Exercises Analysis Call Center 60

Maru/HUB

JANUARY 17, 2018

Customer Experience is set to overtake price and product as the key brand differentiator by 2020. Many companies already recognise the importance of customer experience for customer retention and business growth. MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Mapping and prioritizing the customer journey.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. CX (Customer experience) is the real deal. In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. Is CX a completely new concept?

Customer Journeys 56

Customer Journeys CEM Exercises Brands 56