Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

OCTOBER 28, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. 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. What do you do when you make a mistake? I’d be interested to hear your insight in the comments below. Please click here to learn more.

CEM 60

CEM Policies Customer Retention Conference 60

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 ). Almost every business has some sort of customer experience management ( CEM ) program. Why are we measuring engagement but not resolution?

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

Strativity

JUNE 16, 2015

Upcoming Events: . The Conference Board 13th Annual Change Management Conference. CEM Certification: Australia & New Zealand. Creating Amazing Customer Experience- Excellence or Consistency. By Lior Arussy. Read More . . June 18-19, 2015. Marriott Downtown. New York, NY. More Information. . August 11-13, 2015.

Customer Journeys 40

Customer Journeys CEM Conference Touchpoint 40

Beyond Philosophy

MARCH 5, 2015

Follow Colin Shaw on Twitter @ColinShaw_CX. View our books on Customer Experience here. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 60

Airlines Examples Net Promoter Score CEM 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 24, 2015

As Professor Ryan Hamilton will be going though is our upcoming training event, “ Examining Consumer Psychology: How to Influence Customer Decisions ,” these types of theories and their implications can have a profound influence on consumer behavior. In the process, the business gets more of their money. Please click here to learn more.

CEM 60

CEM Social Media Customer Experience Management Conference 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.

CEM 40

CEM Roadmap Contact Center Conference 40

Beyond Philosophy

OCTOBER 8, 2014

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. Last night, the event kicked off with a beachfront welcome reception where executives from the world’s top brands mingled and looked forward to the program ahead. Mark Bishof Unveils the CX Revolution.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Experience Matters

APRIL 7, 2015

The Confirmit Community Conferences held in Orlando, San Francisco, Oslo and London last year brought together industry leaders and heroes from ViaSat Inc., and Harvard Business Publishing, were honored at the conferences 2014. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

APRIL 30, 2015

Experiential Awards are events that make people feel special. These could by VIP event access, special concert tickets, backstage passes or flight awards. Meaning you can’t have too many rewards recipients at an “exclusive” event or the special feeling is eroded for the participants.

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Beyond Philosophy

JUNE 2, 2015

They support community causes and events. They offer new technologies, such as the interactive recipe and shopping list feature on their web site, and an iPhone app that helps shoppers organize their purchase list on an aisle by aisle basis in the store – all to enhance the shopping experience.

Customer Centricity 60

Customer Centricity Retail Leadership Training 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.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 23, 2015

Michael Lowenstein, Ph.D., 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.

Wireless 60

Wireless Marketing Advertising e-support 60

Beyond Philosophy

DECEMBER 14, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

MAY 12, 2015

Your gut may be telling you that there is a causal relationship between the events you are interpreting, but that doesn’t make it so. Nothing could be further from the truth in both Business-to-Consumer and Business-to-Business situations, we know that Customers are irrational.

System 60

System Consumers Connections Customer Experience 60