Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. Customers deserve better.

CEM 60

CEM CRM Conference Employee Engagement 60

Beyond Philosophy

OCTOBER 14, 2014

Colin is an international author of four best-selling books and engaging keynote speaker. View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

DECEMBER 23, 2014

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

CEM 98

CEM eBook Social Media Customer Centricity 98

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

OCTOBER 29, 2014

By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. By focusing their communication on what their customer truly valued (even though some of the customers were not consciously aware of what it was they valued).

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Ecrion

JULY 8, 2019

They offer the most straightforward format for sharing digital materials such as books and portfolios. By using a customer experience management platform, you increase your customer’s level of engagement. . As a customer experience executive, consider investing in customer experience management.

User Experience 61

User Experience Interaction Software CEM 61

Beyond Philosophy

JANUARY 26, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Beyond Philosophy

OCTOBER 24, 2014

Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Emotions Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program (..)

CEM 113

CEM Conference Consumers Customer Centricity 113

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. They don’t.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

JANUARY 28, 2015

Be sure to ask your manager how you are doing and what you can improve at each month’s end. Ask your manager how long your lunch break is. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level.

CEM 60

CEM eBook Conference Customer Centricity 60

Beyond Philosophy

FEBRUARY 2, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here. www.spring.org.uk.

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Please click here to learn more.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

MARCH 5, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Do they manage conflict? Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Do they manage conflict? Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 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

Beyond Philosophy

JULY 5, 2015

Customer Sensitivity. Customer Focus. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

JUNE 11, 2015

For example, a lifestyle and weight management service company might work curation into their engagement program by having members compete by creating perfect combinations of healthy foods for breakfast, lunch and dinner, or special events like parties.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 23, 2015

Personalization is at the heart of the “relationship” in successful online customer relationship and experience programs. Ultimately, it’s what makes any customer relationship management effort worthy of going viral. The post When ‘Push’ Marketing Goes Too Far appeared first on.

Wireless 60

Wireless Marketing Advertising e-support 60

Esteban Kolsky

MAY 17, 2018

that stuff is simple – and so are customer interface strategies. problem is that we get so seduced by the concept of “controlling” customer interactions better than we often forget what we are trying to do. let’s call it — oh, CEM), but we failed.

Engagement 106

Engagement CEM CRM Strategy 106

Esteban Kolsky

MAY 17, 2018

that stuff is simple – and so are customer interface strategies. problem is that we get so seduced by the concept of “controlling” customer interactions better than we often forget what we are trying to do. let’s call it — oh, CEM), but we failed.

Engagement 98

Engagement CEM CRM Strategy 98

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

Beyond Philosophy

JUNE 4, 2015

Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Colin is an international author of four bestselling books and an engaging keynote speaker.

Omni-Channel 60

Omni-Channel Sports Retail Video 60

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

delighted

JULY 19, 2019

The digital customer experience specifically must be considered when tackling customer experience management as a whole. Further reading and resources: What is Digital Customer Experience? E-Book: Rising to the top with digital customer experience. Customer Experience Management (CEM or CXM).

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Gainsight

DECEMBER 23, 2019

CS: So April is a veteran in the customer success space and has over 10 years of experience in SaaS companies. She was most recently customer success head at BetterWorks where she led services, customer support management, ops, and training team. How big is your revenue base that you’re managing?

Customer Success 52

Customer Success How To Customers Sales 52

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

System 60

System Consumers Connections Customer Experience 60