Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Employee Ambassadorship Can Recruit Your Generation Z Workforce.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Beyond Philosophy

OCTOBER 20, 2014

Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. Now obviously this is easy to do when the toxic employee is brazen about it. It is more complicated, however, when an employee is more secretly toxic. Have you worked with toxic employees?

Culture 117

Culture CEM Effort Score Employee Experience 117

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. . < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

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.

CEM 60

CEM Customer Journeys Employee Experience Employee Engagement 60

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1

ROI 75

ROI Net Promoter Score CEM Conference 75

Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Innovative CX

FEBRUARY 26, 2019

The CX professionals have titles like Customer Insights Analysts; Voice of the Customer Program Manager; VPs, Directors, Managers of Customer Experience; Directors of Market Research; Member or Patient Experience Leader; Employee Experience Adviser, CXO and CX Evangelist to name a few. What’s in a name? What’s in a name?

CEM 40

CEM Customer Experience Professionals Course ROI 40

Beyond Philosophy

FEBRUARY 2, 2015

If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook.

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

OCTOBER 8, 2014

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. Do you think the split will be good or bad for Paypal? I’d be interested to hear your insight in the comments below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Hiring Customer Ready Employees. Are You Making These Mistakes with Your Employees Today. Get in the game and show you are willing to pull your weight. Request feedback.

CEM 60

CEM eBook Conference Customer Centricity 60

SurveySensum

APRIL 21, 2023

This blog discusses the 15 best Formstack alternatives, examining their features, pros, cons, and pricing to help you choose the right tool for your business. 5) Yes Yes End-to-end customer support (line chat, emails, blogs, etc.). SurveySparrow Surveysparrow is a complete omnichannel experience management platform.

Survey 52

Survey Multi-Channel Analysis Tools 52

SurveySparrow

OCTOBER 12, 2020

Still, recently a lot of users are complaining about Airtable (we’ve covered the reasons in the later parts of our blog, stick to the end to know more). 360 Degree Feedback: Measure and manage employee experience journey with 360 degree feedback software. Airtable CRM vs SurveySparrow CEM.

CEM 52

CEM Net Promoter Score CRM NPS 52

Beyond Philosophy

MAY 14, 2015

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. If you enjoyed this post, you might be interested in the following blogs: Design Self-Service Experience with Customers in Mind.

Self Service 60

Self Service Exercises Analysis Call Center 60

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. The first, a B2C example, involves a major player in the cable television industry.

B2C 60

B2C B2B Metrics Analysis 60