Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Avaya

JULY 19, 2017

The customer left excited about the team engagement solution Avaya Equinox™ Experience (including what Avaya Equinox does to enhance conferencing) and the Avaya Breeze™ Platform for fast applications development. Whether in person, or via conference call, the passion and commitment from our partners is easy to see, and it is infectious.

System 68

System CEM Conference Meeting 68

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). Why are we measuring engagement but not resolution? Almost every business has some sort of customer experience management ( CEM ) program.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

Beyond Philosophy

MARCH 16, 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 bestselling books and an engaging keynote speaker. Let’s make sure we work together to avoid them for the benefit of the Customer.

CEM 60

CEM CRM Conference Employee Engagement 60

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

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

Beyond Philosophy

OCTOBER 14, 2014

Listen to your customers and engage with them. Colin is an international author of four best-selling books and engaging keynote speaker. Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. This warning is part of the company’s social responsibility.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

MARCH 12, 2015

Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 98

CEM eBook Social Media Customer Centricity 98

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. Southwest Attacks Its Late Problem Head-on with Its Customers. If you would like to follow Beyond Philosophy click here.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

OCTOBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. 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

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

JANUARY 12, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Clarabridge

MAY 9, 2018

Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. These two took attendees through best practices for establishing a successful CEM program. Deriving New Insights from Your Data.

CEM 40

CEM Roadmap Contact Center Conference 40

Beyond Philosophy

FEBRUARY 24, 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 bestselling books and an engaging keynote speaker. Do you know the psychological cues in your experience? Please click here to learn more.

CEM 60

CEM Social Media Customer Experience Management Conference 60

Beyond Philosophy

FEBRUARY 2, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

FEBRUARY 3, 2015

Engaging the subconscious shopper is a skill supermarkets are always perfecting. If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. The Moral Dilemma: Collecting Data on Customer Behavior. They don’t.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

JANUARY 23, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

How To 60

How To CEM eBook Study 60

Beyond Philosophy

JANUARY 28, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

CEM 60

CEM eBook Conference Customer Centricity 60

Beyond Philosophy

NOVEMBER 4, 2014

www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].

CEM 113

CEM Conference Customer Centricity Consumers 113

Beyond Philosophy

OCTOBER 8, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Clarabridge

MAY 2, 2017

A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. Engage Everyone: Empower all employees to successfully address customer issues in real-time, ensuring that brands no longer silo the customer experience across their organization.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Responsetek

MAY 4, 2018

The sense of frustration or irritation increases the lower our engagement with the category. The sense of frustration or irritation increases the lower our engagement with the category. Economists have long taught us that choice confers on us freedom, personal responsibility, self-determination and autonomy.

CEM 40

CEM Consumers Brands Automotive 40

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application. YouTube is also set up to facilitate easy sharing.

Video 60

Video Marketing Social Media Conference 60

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . At a recent CX conference we attended, there was an obvious common theme of “friction.”

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . At a recent CX conference we attended, there was an obvious common theme of “friction.”

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

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. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.

CEM 40

CEM Case Study e-support Study 40

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Leveraged well, gamification in engagement and loyalty programs can dramatically enhance the level of customer-vendor bonding behavior.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Consumers 60

Consumers Self Service Study Retail 60

Beyond Philosophy

JULY 5, 2015

Often, they go so far as to create emotionally-driven, engaged and even branded experiences for their customers, strategically differentiating them from their peers. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

JUNE 23, 2015

Many online retail sites have engaged in sweepstakes and other customer generation programs. In the haste to bring in customers, companies can often forget to court the right customers, those who represent the best long-term revenue potential, or who won’t overtax the company’s customer service and support structure.

Wireless 60

Wireless Marketing Advertising e-support 60

Beyond Philosophy

JUNE 17, 2015

As Contently notes: “We will see brands get better at writing engaging headlines, yes, but we will also see content that matches the expectations that those headlines set.”. For example, teasing consumers with inflated promises in headlines will reduce credibility and make it more challenging to build a relationship.

Consumers 60

Consumers Connections Social Media Advertising 60

Waypoint Group

MAY 18, 2016

That isn’t true though, the data shows that the renewal rate for companies not responding is low and in fact response and engagement is the key to preventing churn. It’s easy to assume that it is because they have nothing to say, they’re busy, or that they’re probably fine.

Company 40

Company Customer Experience Survey B2B 40

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. We brought the industry’s first customer engagement hub to market.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

APRIL 30, 2015

Colin is an international author of four bestselling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX. The post Building Loyalty Doesn’t Need a Card appeared first on.

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Beyond Philosophy

JULY 14, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60