Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

CX Journey

DECEMBER 30, 2014

The 14 posts listed here seemed to resonate with readers this year; I''m sharing them again because I think they provide some great refreshers to carry you into 2015 and the next leg in your CX Journey. What the Hell is Customer Experience? How ingrained is the customer and his perspective in your company''s DNA?

Customer Journeys 166

Customer Journeys Customer Experience Touchpoint Return on Investment 166

Beyond Philosophy

NOVEMBER 6, 2014

Coming up with specific ways that create this experience in all the departments of your organization is how you deliver the experience you designed. This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Michel Falcon Experience

OCTOBER 23, 2014

I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization. As I say in many of my keynote speeches, the primary reason I devoted my career to customer experience management is because it earns greater profits and revenue. January 2015.

Course 154

Course Training Competitive Advantage Customer Retention 154

Beyond Philosophy

OCTOBER 28, 2014

Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. According to Forbes.com , PayPal was the vehicle for $180 Billion worth of currencies from 193 countries across the world last year.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Clarabridge

OCTOBER 27, 2015

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. Harvard Business Review, 2014. ** Forrester Research, 2015.

CEM 40

CEM Customer Retention Financial Report 40

BirdEye

AUGUST 29, 2023

Customers getting consistent and on-brand messaging across all communication channels builds trust and customer satisfaction. 14 Ways to improve customer experience Increased customer retention is easier said than done. Such easy access to brands can significantly improve customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Beyond Philosophy

OCTOBER 21, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. Now that you have recruited the right people, it is essential that your training builds upon these innate skills to evoke the emotions you want in your experience. Register here.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Beyond Philosophy

OCTOBER 21, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. Now that you have recruited the right people, it is essential that your training builds upon these innate skills to evoke the emotions you want in your experience. Register here.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

MAY 14, 2015

Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com. 19 March 2015. 30 March 2015. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. The post The Problem with Self Service appeared first on.

Self Service 60

Self Service Exercises Analysis Call Center 60

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Our services team has helped with over 1,000 customer experience management initiatives.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. By 2015, Cayenne sales generated around half of the Porsche’s total profit. Looking to run a VoC Research?

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

Customer Guru

DECEMBER 13, 2017

This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means. Furthermore, almost 50% of the respondents said that employees don’t know what they need to do in order to deliver a great customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119