Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four best-selling books and an engaging keynote speaker. What do you do when you make a mistake? Please click here to learn more.

CEM 60

CEM Policies Customer Retention Conference 60

PeopleMetrics

DECEMBER 12, 2019

As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. Fortunately, you don’t have to spend a lot of money to boost provide an excellent employee experience. Ask peers to nominate and vote for employees of the month.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Colin is an international author of four best-selling books and an engaging keynote speaker. View our books on Customer Experience here. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

OCTOBER 24, 2014

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

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. When considering your offer, this new generation will dig deeper into social media to find where the best employee experiences exist.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Beyond Philosophy

JANUARY 12, 2015

If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase. Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Beyond Philosophy

OCTOBER 29, 2014

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

Customer Enthusiast

NOVEMBER 26, 2017

Customer experience management (CEM) is the art and science of coaxing lifetime customer loyalty from daily transactions. Watch the 90-second book trailer. And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.

Customer Experience 53

Customer Experience CEM Lifetime Customer Hotels 53

Beyond Philosophy

APRIL 17, 2015

By listening to them and acting, you improve employee engagement and what the VOE is saying. Engaged employees believe they contribute to the company’s success. Engagement at an employee level is critical to creating a good Customer Experience. Please click here to learn more.

CEM 60

CEM Customer Journeys Employee Experience Employee Engagement 60

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Colin is an international author of four best-selling books and an engaging keynote speaker. Remembering the little things. To read more from Colin on LinkedIn, connect with him by clicking here.

Leadership 154

Leadership CEM Sports Hotels 154

Experience Investigators by 360Connext

MARCH 12, 2018

Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. And we don’t mean in the way you think they walk. We look for the paths they create, based on the barriers they’ve encountered with the channels, processes and journeys created for them.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

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. In his 2010 book, Marketing 3.0: Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Leveraged well, gamification in engagement and loyalty programs can dramatically enhance the level of customer-vendor bonding behavior.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. 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.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 60

B2C B2B Metrics Analysis 60

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., CMC, is Thought Leadership Principal for Beyond Philosophy.

Customer Centricity 60

Customer Centricity Retail Leadership Training 60