Beyond Philosophy

MARCH 21, 2016

Consider what adjectives you associate with the employee experience at Google, Starbucks, or Virgin Airlines? To improve your experience join our Certified Foundation CEM Training Course starting on April 8th. What do we mean by positive social media presence? You likely associate each of them with a positive employee experience.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. 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. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Beyond Philosophy

DECEMBER 14, 2015

That’s almost Zen-like in its simplicity, accuracy, and application, and they have inspired such well-known CEO’s as Jack Welch, Jan Carlzon (Scandinavian Airlines), Horst Schulze (Ritz-Carlton Hotels), and Herb Kelleher (Southwest Airlines) in their thinking and management styles.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

That’s almost Zen-like in its simplicity, accuracy, and application, and they have inspired such well-known CEO’s as Jack Welch, Jan Carlzon (Scandinavian Airlines), Horst Schulze (Ritz-Carlton Hotels), and Herb Kelleher (Southwest Airlines) in their thinking and management styles.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

JULY 5, 2015

We’ve seen many examples of companies that have, or created, these kinds of cultures and levels of value delivery: Zappos, SunTrust Bank, Wegmans, Southwest Airlines, IKEA, Virgin, Rackspace, Disney, Zane’s Cycles, USAA, Target, Ritz Carlton, IBM, QVC, Umpqua Bank, Costa Coffee, etc.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

JULY 30, 2015

Next to airlines, few places on Earth take greater advantage of Customer’s poor planning and laziness than the hotel mini bar. But having the shampoo in the shower is handy—especially if you are already showering and are ready to wash your hair, and didn’t necessarily remember to grab it off the counter next to the bloody sink.

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

Strativity

JULY 16, 2014

Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., For professionals who are seeking a strategic framework for implementation, the program provides participants with a foundation in Customer Experience and CEM with a focus on: . About the CEM Certification Program.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

ProProfs Chat

JUNE 19, 2020

To understand this well, let’s take into account the data published by NICE Satmetrix , a leading provider of customer experience management (CEM) platform), on the Net Promoter Score benchmarks of the prestigious companies that earned the maximum NPS in 2018 in their respective industries. Airlines. Auto Insurance.

Net Promoter Score 78

Net Promoter Score NPS Insurance Survey 78

Customer Alignment

DECEMBER 18, 2017

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more. Othello ) So, there was much talk. 2017 promised such a lot.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Beyond Philosophy

JUNE 4, 2015

They included CarMax, BMW, Costco, Harley-Davidson, IKEA, JetBlue, Johnson & Johnson, New Balance, Patagonia, Timberland, Trader Joe’s, UPS, Wegmans, and Southwest Airlines. In the book, they have identified about 30 companies, from multiple industries, that met their criteria.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 For example, it’s no coincidence that airlines with the best CX ratings also boast the highest percentage of on-time arrivals. The best CEM programs unify your entire enterprise around CX and the VoC.

CEM 122

CEM Customer Experience Customer Centricity ROI 122

Wired and Dangerous

MARCH 16, 2020

It is this approach that Toyota and American Airlines failed at service recovery while JetBlue and J&J succeeded. And, what discipline would inform your organization’s response—PR or CEM? Too often the public relations department drives the organization’s response to a major customer disappointment crisis. Stay safe out there!

Customer Focused 91

Customer Focused Management CEM Airlines 91

Wired and Dangerous

OCTOBER 29, 2018

It is this fact that significantly impacted Toyota and American Airlines failed attempt at service recovery versus the JetBlue and J&J approaches which succeeded. And, what discipline would inform your organization’s response—PR or CEM? Please be sure to read Chip’s recent post; [link].

CEM 93

CEM Airlines Strategy Financial 93

Wired and Dangerous

MARCH 27, 2017

It is this fact that Toyota and American Airlines failed at service recovery while JetBlue and J&J succeeded. And, what discipline would inform your organization’s response—PR or CEM? Too often the public relations department drives the organization’s response to a major customer disappointment crisis.

Customer Focused 70

Customer Focused Management CEM Airlines 70

Wired and Dangerous

OCTOBER 26, 2015

It is this fact that Toyota and American Airlines failed at in service recovery, while JetBlue and J&J succeeded. And what discipline would inform your organization’s response—PR or CEM? Too often, the public relations department drives the organization’s response to a major customer disappointment crisis.

CEM 70

CEM Airlines Strategy Financial 70

Wired and Dangerous

MARCH 28, 2016

It is this fact that significantly impacted Toyota and American Airlines failed attempt at service recovery — versus the JetBlue and J&J approaches which succeeded. And what discipline would inform your organization’s response—PR or CEM? Please be sure to read Chip’s new post, Give Your Employees a Knife.

CEM 70

CEM Airlines Strategy Customers 70

Wired and Dangerous

JULY 29, 2019

It is this fact that was underlying Toyota and American Airlines failure at service recovery while JetBlue and J&J succeeded. And, what discipline would inform your organization’s response—PR or CEM? The damage control bias found in some PR firms or units can often trump a crucial focus on customer trust renewal.

Management 23

Management CEM Airlines Social Media 23