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. That is to say, Amazon has it—and Bank of America doesn’t. They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

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. 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.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

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

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Employees feel more engaged when they feel that their ideas and efforts are recognized as important and helpful. Publish a “kudos” column in your employee newsletter.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

Beyond Philosophy

OCTOBER 24, 2014

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. Too many times, management creates hurdles to this and upsets the Experience along the way. Colin is an international author of four best-selling books and an engaging keynote speaker.

ROI 74

ROI Net Promoter Score CEM Conference 74

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

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

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

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. We can also see what happens when employee’s voices are valued, rewarded, and empowered. And guess what? 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. Downie has high expectations of his team, from managers on down. Colin is an international author of four best-selling books and an engaging keynote speaker. Remembering the little things.

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 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 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