Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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

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 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

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. billion in 2014 to $8.39 billion by 2019, the customer analytics market from $1,623.2

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106