Beyond Philosophy

JANUARY 4, 2024

For example, this past year, my podcast partner was working on a book proposal and fell into another book project with a colleague while doing so. So, he had a goal to write a book, and he is, even if it isn’t the one he originally planned to write. Now, she walks without any sticks. NICE Systems, Inc., and Fred Reichheld.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. Some do both.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

AskNicely

JUNE 6, 2018

Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession event. Some of the Rose City’s greatest brands came together to share tales of real-word customer obsession — in 7 minutes or less — to a packed house of their peers. A good experience this does not make. BOOK A DEMO.

Net Promoter Score 150

Net Promoter Score Customer Centricity Video Course 150

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. And obvious.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Don’t underestimate the scent in your retail experience design. Undertake what we call a Customer Mirror.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score.

Video 48

Video Net Promoter Score Customer Experience How To 48

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. Some useful real-life examples.

Video 48

Video Net Promoter Score Customer Experience How To 48

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. I tell them they are mad!

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. An experiment was conducted with students to bet on “Heads or Tails”.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

NOVEMBER 19, 2014

When you evoke emotions that create a good memory based on the content of your ad, you create Customer Expectations for your experience. It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Also, sometimes fate lends a hand.

Net Promoter Score 125

Net Promoter Score Social Media Conference Customer Centricity 125

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Michel Falcon Experience

APRIL 23, 2019

If you know of a great customer experience story please share in the comments section of this post. I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. After all, it stems from the top! What’s my secret? Hampton Inn.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Experience Investigators by 360Connext

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. Can this principle apply to customer experience? That’s why CX leaders must do everything they can to be proactive about their customer experience strategy.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Trend #3: Creating a Customer Experience Team for your company.

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

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

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ShepHyken

FEBRUARY 21, 2017

Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. First Up: Shep Hyken’s opening comments focus on how to inspire loyalty with your customers.

Net Promoter Score 86

Net Promoter Score Loyalty Customer Centricity Innovation 86

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years. In our experience, there is a clear answer.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

Daniel Group

NOVEMBER 30, 2022

a referral from a satisfied customer or an existing customer who does not “shop” because of service and product quality). His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience.

Conference 98

Conference Groups NPS Net Promoter Score 98

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Trust and the Customer Experience.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. You All Want Growth.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Beyond Philosophy

DECEMBER 28, 2020

It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. Today, we will discuss how you can design a country’s culture into your global experience. We had them define their experience. We covered this topic on a recent podcast.

Culture 97

Culture Net Promoter Score Consulting Effort Score 97

ijgolding

FEBRUARY 26, 2019

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. Customer feedback is broken.

Feedback 214

Feedback Financial Company Customer Journeys 214

Wootric CX Blog

SEPTEMBER 2, 2020

Think about the last time you had an incredible experience with a company. Finding the product or service was effortless, the download or purchase process was simple, you quickly received the product, the user experience was intuitive, and it was easy to get answers to any questions you had. Make “Customer-Focus” a Pre-Hire Priority.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59