Beyond Philosophy

NOVEMBER 6, 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.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1. How it smells affects how it sells. It’s no accident that they put the flowers right at the front of the store.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. By comparison, the S&P 500 returned only $93, a 7-percent loss. Why is this? www.mckinsey.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

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

OCTOBER 14, 2014

So when you are communicating with your Customers, listen to what they say about data, their safety, and your marketing efforts. Superior Customer Experiences require a two-way dialogue with your Customers. They will tell you what you need to do to keep the relationship strong. If you would like to follow Beyond Philosophy click here.

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 effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] Well, there you have it! to independence.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

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

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

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Alos, Shulman was instrumental in American Express’ strategy to bring to market new digital payment services.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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 75

ROI Net Promoter Score CEM Conference 75

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

The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. < [link] > “Does Music Influence Your Wine Buying?”

CEM 113

CEM Conference Customer Centricity Consumers 113

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

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

FEBRUARY 3, 2015

Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Some markets even use scents to get us to notice different foods in the store. They don’t. Engaging the subconscious shopper is a skill supermarkets are always perfecting. Contentverve.com.

CEM 60

CEM Retail Consulting Conference 60

Responsetek

MAY 4, 2018

Economists have long taught us that choice confers on us freedom, personal responsibility, self-determination and autonomy. The reduction in the amount of choice makes it much easier for consumers to decide between a limited number of options and to settle on a decision they feel happy with.

CEM 40

CEM Consumers Brands Automotive 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

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 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

JUNE 2, 2015

Stores are attractively laid out, almost like an old-world open-air market. Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success. There are tea bars, multiple eat-in options, and chef-prepared breads and meals to take home.

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

Waypoint Group

MAY 18, 2016

Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. In marketing we’ve become accustomed to focusing on positive feedback, the glowing references, feedback and case stories. The 6 Key Mistakes Companies Make with their Customers. Harness your coalition.

Company 40

Company Customer Experience Survey B2B 40

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

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. Find out more and register here for Unite, the Net Promoter Conference. Have You Done These 3 Things to Improve Your CX?

Net Promoter Score 60

Net Promoter Score NPS CEM Conference 60

Beyond Philosophy

APRIL 18, 2016

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. Find out more and register here for Unite, the Net Promoter Conference. Have You Done These 3 Things to Improve Your CX?

Net Promoter Score 60

Net Promoter Score NPS CEM Conference 60

Beyond Philosophy

JUNE 11, 2015

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

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

APRIL 30, 2015

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

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Trendy Customer Experience Management. B2B Customer Experience Management Examples.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

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

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

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. It doesn’t have to stay the same, but just getting agreement with the business and particularly the marketing and sales folks is critical. So I know we’re running a little low on time.

Customer Success 52

Customer Success How To Customers Sales 52

Beyond Philosophy

MAY 12, 2015

There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

System 60

System Consumers Connections Customer Experience 60