Beyond Philosophy

NOVEMBER 4, 2014

We did some work for one of the Courier companies and in their retail outlets they had flowers that created an appealing scent. Maybe you have a pleasant coffee scent in your bookstore or a light perfume scent in your clothing boutique. Don’t underestimate the scent in your retail experience design. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

OCTOBER 28, 2014

Naïve companies are the least customer-focused and Natural companies are the most customer-focused. Transactional companies might also have a motive to improve the productivity, by tracking stats like how many calls are answered and the average call time per Customer. A transactional company will want to know your name.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. They have Customer-centric leadership.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

MARCH 16, 2015

The big IT companies are coercing organizations to believe all they have to do is buy an IT system and their Customer Experience will improve by magic. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Customers deserve better.

CEM 60

CEM CRM Conference Employee Engagement 60

Beyond Philosophy

OCTOBER 29, 2014

Some losses were certain; e.g. lose the current currency in circulation with all the uncertainty associated with that, lose EU membership, and for some people, lose their job as some companies said they’ll move their operations out of the country. The gains were also certain; e.g., being independent, choosing their leaders, etc.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

JANUARY 23, 2015

When Customers get charged for a paper statement, it’s annoying and generates negative feelings toward the company, and rarely encourages them to do what you want. The costs associated with sending a paper statement are enormous for an organization, while electronic statements are much less. Follow Colin Shaw on Twitter @ColinShaw_CX.

How To 60

How To CEM eBook Study 60

Beyond Philosophy

MARCH 12, 2015

Most companies know how to fix a process, optimizing it for maximum efficiency and profitability. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. That’s an easy answer though. Please click here to learn more.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. The post What Customer-Centric Companies Must Do To Become Customer-Obsessed appeared first on.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

FEBRUARY 2, 2015

Now, you might argue, cheesy isn’t bad when you are selling pizza, but I doubt it would work for a national soda brand or elite tech company. Laughing is positive, I suppose, but it’s better when it’s “with” not “at.” David’s Pizza has a cheesy ad. Why is the Gershwin song great and the David’s pizza song well, …not great? Psychcentral.com.

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

FEBRUARY 3, 2015

So, the company added the words “Find your gym.” One example that caught my attention was a 213% increase in conversion when the copy changed from “Get your membership” to “Find your gym & get membership.” As Aagaard points out, which gym a person joins is often driven by where the gym is. Contentverve.com. 25 March 2013.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. Michael Lowenstein, Ph.D.,

Video 60

Video Marketing Social Media Conference 60

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Michael Lowenstein, Ph.D.,

Wireless 60

Wireless Marketing Advertising e-support 60

Beyond Philosophy

JUNE 2, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Companies can link the loyalty program into the overall purchase and use experience.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Not only could these companies establish customer communities, they should. Michael Lowenstein, Ph.D.,

Consumers 60

Consumers Wireless Banking Leadership 60

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. And, it will only become more complicated as more companies invest more dollars in content marketing, competing for the consumer’s attention. According to Contently, a content marketing company, 80% to 90% of U.S. Michael Lowenstein, Ph.D.,

Consumers 60

Consumers Connections Social Media Advertising 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

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. What’s behind it? In the U.S.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

JULY 14, 2015

If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Reserve your spot today! Hiring Customer Ready Employees. Are You Making These Mistakes with Your Employees Today.

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Beyond Philosophy

APRIL 30, 2015

In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. However, these loyalty card benefits just became part of the offer over time.

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. These companies are also invariably quite disciplined and proactive.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Gainsight

DECEMBER 23, 2019

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. And then more importantly, the best companies are scaling faster than ever and if we look at public company comps, those are fairly mature companies growing 30, 40% a year.

Customer Success 52

Customer Success How To Customers Sales 52

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. Web-based survey invitations were sent to the company’s current customers. Michael Lowenstein, Ph.D.,

B2C 60

B2C B2B Metrics Analysis 60