Blog CEM Customer Experience Management Employee Experience 
PeopleMetrics
FEBRUARY 25, 2021
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CX Journey
DECEMBER 26, 2014
It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things.
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Beyond Philosophy
NOVEMBER 6, 2014
Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. What’s your Customer Strategy for your Customer Experience? Putting the Power of Your People To Work for Customer Centricity.
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
SEPTEMBER 11, 2014
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. In my experience, banks don’t ever put the customer first.
Beyond Philosophy
OCTOBER 24, 2014
If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.
Beyond Philosophy
APRIL 17, 2015
Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. Consider the employee environment at Google. Hiring Customer Ready Employees.
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