Beyond Philosophy

MARCH 5, 2015

Customers don’t like to be late, but they like to be lied to even less, so this kind of honesty and open communication strengthens the relationship because Customers know that Southwest is going to tell them the truth. Most importantly, however, they are honest and public about their problem. JetBlue Will Automatically Check You in.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

JANUARY 28, 2015

Is paperwork how he communicates or email? 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. Familiarize yourself with how your boss works. Does she like you to set appointments or drop by the office? Remember no one likes a smart arse!

CEM 60

CEM eBook Conference Customer Centricity 60

Responsetek

MAY 4, 2018

Economists have long taught us that choice confers on us freedom, personal responsibility, self-determination and autonomy. This ultimately made it more likely that action was taken to communicate with a match, leading to a satisfying long term relationship, rather than dismissing options on the smallest of criteria.

CEM 40

CEM Consumers Brands Automotive 40

Beyond Philosophy

DECEMBER 22, 2015

Estimates are that 9 out of 10 organizations are now utilizing content in their marketing programs, devoting one-quarter, or more, of their marketing budgets to this component of communication. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

Video 60

Video Marketing Social Media Conference 60

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer Sensitivity. Customer Focus. Multiple sources of data are used to develop insights.

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. This trend works well for building more strategic, bonded relationships with customers.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Enhancing Customer Experience through Excellent Billing Communications.

CEM 40

CEM Case Study e-support Study 40

Beyond Philosophy

JUNE 29, 2015

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. Domino’s learned from its community that providing a movie makes a great accompaniment to a pizza delivered to customers’ homes; and, in the U.K, Michael Lowenstein, Ph.D.,

Consumers 60

Consumers Wireless Banking Leadership 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

JUNE 17, 2015

For marketing planners, it’s a reality that SEO, PPC, SMM, and email must interconnect and mesh; but even the most well-designed communication plan will not yield desired results without innovation and good management So, yes, there’s a lot of Cirque de Soliel-level juggling skill required to make these content programs successful.

Consumers 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

JUNE 23, 2015

For websites favoring incentive devices like sweepstakes and frontal assault “push” email programs to attract potential customers, personalized communication is the perhaps the best opportunity to demonstrate ongoing interest in customers—especially new ones.

Wireless 60

Wireless Marketing Advertising e-support 60

Waypoint Group

MAY 18, 2016

We’ve all seen the insidious effect of terrible feedback spread through conferences, competitors, and colleagues, it can destroy any good feeling a company had and it must be a point of focus. There is only so much that one account manager can do by themselves, no matter how dedicated they are. Only then can you stem the flow.

Company 40

Company Customer Experience Survey B2B 40

Experience Matters

APRIL 7, 2015

Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well.

Self Service 60

Self Service Exercises Analysis Call Center 60

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60