Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

OCTOBER 29, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” The same change in price framed differently has a significant effect on consumer behavior…. Well, there you have it! to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 28, 2014

When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Let’s take a closer look at each and what makes them have a Customer Focus. Area #1: Technology. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Video 60

Video Marketing Social Media Conference 60

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. The jam study took place in a gourmet market in California. The New York Times had an interesting article on the power of too many choices. < [link] > “Does Music Influence Your Wine Buying?” 29 July 2011.

CEM 113

CEM Conference Consumers Customer Centricity 113

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Setting expectations is a key job of marketers. Disappointing Customers happens because you do not meet their expectations and marketers play a key role. Disappointment is also not welcome at any time but especially not at Christmas. No One Wants to Ruin Christmas.

CEM 98

CEM eBook Social Media Customer Centricity 98

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments.

How To 60

How To CEM eBook Study 60

Beyond Philosophy

JUNE 17, 2015

Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences. Arguably, content is the most effective form of digital marketing, building value and credibility.

Consumers 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

OCTOBER 24, 2014

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

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. Some markets even use scents to get us to notice different foods in the store. They don’t. 4 September 2014. <

CEM 60

CEM Retail Consulting Conference 60

Responsetek

MAY 4, 2018

Have you ever walked into a supermarket to buy a new product, something you haven’t consumed before and stood in front of the aisle, caught in a paralysis of knowing which choice to make given the multiple brands and variants you are faced with? He argues that eliminating consumer choice can greatly reduce anxiety for shoppers.

CEM 40

CEM Consumers Brands Automotive 40

Beyond Philosophy

JUNE 23, 2015

.; and, while some carriers are taking precautions to protect their customers from text message advertising, so far neither the direct marketing industry nor the federal government has been able to control this form of spam. As one site marketing executive said: “This is a great, low-cost way for us to acquire new names.

Wireless 60

Wireless Marketing Advertising e-support 60

Beyond Philosophy

JUNE 2, 2015

The company, which is well-known for its food selection and quality (you can even custom blend your own trail mix), and for its empowered, well-trained and proactive employees, was recently named the best supermarket chain in America by Consumer Reports ; and, yes, it certainly might be the best retailer in the world.

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

Beyond Philosophy

JUNE 11, 2015

Consumers seem to be increasingly aware of the benefits, in both purchases and information, that they are providing to vendors, and they are putting more and more pressure on these companies, in both loyalty programs and the act of shopping and the purchase transaction itself, to provide more personal value.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

APRIL 30, 2015

Consumers are noticing it and are disappointed. Bottom Line: Reward Programs Need to Be a Great Experience for Customers. It’s tougher than ever to build loyalty. The old way of doing things doesn’t work the way it used to. The good news is they still think loyalty rewards are important–as long as they are the right ones.

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Beyond Philosophy

JUNE 11, 2015

Over the years, retailers have found these programs to be powerful business tools within their highly competitive markets. Lower-than-competition everyday prices has been Walmart’s merchandising and marketing mantra since its inception. Customer loyalty programs are especially popular among retailers. In the U.S.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Beyond Philosophy

JULY 14, 2015

RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market. I would love to hear what you think some other signs show an organization is only thinking of themselves and not the Customer. Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar .

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Beyond Philosophy

JUNE 1, 2015

McKinsey has noted that, “Despite relative underperformance in terms of revenue growth and profitability, over the past five years, market capitalization for companies that greatly emphasize loyalty programs has outpaced that of companies that don’t.”

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Experience Matters

APRIL 7, 2015

It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. The Confirmit Community Conferences held in Orlando, San Francisco, Oslo and London last year brought together industry leaders and heroes from ViaSat Inc.,

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

APRIL 18, 2016

Also, he says the data shows that older consumers tend to give higher scores than younger ones. For example, say you have one brand marketed towards older women and another towards younger men. I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. on a scale from -100 to 100).

Net Promoter Score 60

Net Promoter Score NPS CEM Conference 60

Beyond Philosophy

APRIL 18, 2016

Also, he says the data shows that older consumers tend to give higher scores than younger ones. For example, say you have one brand marketed towards older women and another towards younger men. I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. on a scale from -100 to 100).

Net Promoter Score 60

Net Promoter Score NPS CEM Conference 60

Beyond Philosophy

DECEMBER 23, 2015

For many companies, the brand-appropriate customer experience spans across multiple channels and touchpoints, and it can involve internal groups such as IT, sales, marketing, operations, customer support, new product or service development, and product management.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

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. They market, and create experiences, within the branded vision. In his 2010 book, Marketing 3.0: are all thought out for consistency.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. If you currently manage CEM and work for a B2B company, please join the new Business-to-Business Customer Experience Management LinkedIn Group!

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Beyond Philosophy

MAY 12, 2015

Nothing could be further from the truth in both Business-to-Consumer and Business-to-Business situations, we know that Customers are irrational. This fact is why dealing with Customers is so difficult. Most organizations make the mistake thinking Customers are rational beings and only make decisions logically.

System 60

System Consumers Connections Customer Experience 60

Beyond Philosophy

JUNE 4, 2015

So they combined budgets and marketing teams to create one team that did it all together. As a result of all of these changes, they saw a 50% increase in e-commerce sales where the omni-channel approach was in local markets where there was a physical location. And it’s working. Train customer staff across all channels.

Omni-Channel 60

Omni-Channel Sports Retail Video 60

Beyond Philosophy

JUNE 20, 2015

If anything, due to the more critical nature of touch points, performance, brand perception, and relationships in B2B, bonding may well be more important in this arena than in the business-to-consumer world. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. appeared first on.

B2C 60

B2C B2B Metrics Analysis 60