Beyond Philosophy

NOVEMBER 4, 2014

We are naturally predisposed to follow a racetrack course of the supermarket. How you can apply it to your business: Depending on what you have available you can arrange the same racetrack course. One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Experience Investigators by 360Connext

JANUARY 8, 2018

And of course, don’t forget to educate the executives and employees throughout your organization! appeared first on Customer Experience Consulting. There are so many areas to tackle. Those surveys don’t develop and send themselves. And that’s just the tip of the iceberg, right?). The post Forget About the Wow.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Beyond Philosophy

MARCH 21, 2016

Our four-part online Employee Engagement course covers the employee ambassador concept. To improve your experience join our Certified Foundation CEM Training Course starting on April 8th. Employee Ambassadorship Can Recruit Your Generation Z Workforce. What grade would Generation Z give your employee experience?

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

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. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM Policies Customer Retention Conference 60

Beyond Philosophy

DECEMBER 23, 2014

It isn’t of course, because sometimes the Customer might not even know. A customer is hopping mad and in your face. You want to fix it, FAST. I wish it were as simple as just asking your Customers what they want and getting the real answer. I have a graphic that might help. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 98

CEM eBook Social Media Customer Centricity 98

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I would love to read below in the comments of the irrational things that you do in your day-to-day life. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Innovative CX

FEBRUARY 26, 2019

Of course, there is truth in the “everyone does” response - all of us do have a role in delivering an exceptional experience to our customers. Educational opportunities abound at universities like Rutgers CEM mini-MBA, online courses and webinars. Or better still, “Who owns the customer experience?” What’s in a name?

CEM 40

CEM Customer Experience Professionals Course ROI 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. . I would be interested to hear about these in your comments below. Please click here to learn more. An Inside Look at the Casino Experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM Social Media Customer Experience Management Conference 60

Beyond Philosophy

SEPTEMBER 17, 2014

Lincoln was joking, of course, but the humor comes from the truth of his words. I use stories all the time when I am consulting with clients on Customer Experiences. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Emotions'

CEM 120

CEM Groups Consulting Sports 120

Clarabridge

MAY 9, 2018

With a roadmap to success, of course! Our first advanced session was led by Clarabridge’s Katie Costanzo, Director, Professional Services and Koren Stucki, VP, Strategic Consulting. 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

Zhecho Dobrev, one of our consultants published his musings on this concept. Of course, these examples are about the subconscious experience as none of these things make sense. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. There are ten other examples given in the article.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

JANUARY 12, 2015

Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”. I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Beyond Philosophy

OCTOBER 3, 2014

Professional ability is important, of course, but after that, attitude and personality are things they look for in new members for the team. Follow Colin Shaw on Twitter @ColinShaw_CX The post 3 Steps to Becoming #1 on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Leadership 154

Leadership CEM Sports Hotels 154

Beyond Philosophy

FEBRUARY 2, 2015

Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. Having a great song, jingle, or score makes the ad create positive emotions in the minds of your Customers. It gives your brand promise a foundation built on good memories. Music & How it Impacts Your Brain, Emotions.”

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Consider the pay phone. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. If you would like to follow Beyond Philosophy click here.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

APRIL 7, 2016

This trend is, of course, a tad disappointing. When I started consulting back in 2002, no one knew what Customer Experience was. Join Beyond Philosophy for the Certified Advanced CEM Training. The post CX Is Hitting A Brick Wall appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

This trend is, of course, a tad disappointing. When I started consulting back in 2002, no one knew what Customer Experience was. Join Beyond Philosophy for the Certified Advanced CEM Training. The post CX Is Hitting A Brick Wall appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

JANUARY 28, 2015

There are ways to suggest a better course of action without being as blunt as saying no. In improvisational acting, no is a bad word. One must always say yes to the partner, or the scene can’t progress. The same applies at work. Feel reluctance to share a good idea. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM eBook Conference Customer Centricity 60

Beyond Philosophy

APRIL 14, 2015

To learn more ways you can detect buy in on your Customer Experience Agenda, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. The post 8 Ways to Tell Whether Your CEO Supports You appeared first on Beyond Philosophy | Customer Experience Consultants.

Chief Customer Officer 60

Chief Customer Officer CEM Call Center Customer Care 60

Responsetek

MAY 4, 2018

Every month, we see new Behavioural Economics labs and consulting businesses being started with a view to helping private sector clients understand how to influence behaviour change amongst consumers in favour of their brands. At ResponseTek, we have been helping brands understand their customers for nearly two decades.

CEM 40

CEM Consumers eBook Roadmap 40

Wootric CX Blog

JUNE 13, 2019

It is worth noting that approach is sometimes known as customer experience management (CXM or CEM). Of course your marketing, sales, and support staff will be involved in CX-related initiatives; they do engage directly with the customer, after all. Book a consultative demo today. So many acronyms!

Customer Experience 69

Customer Experience Communication CEM Data 69

Beyond Philosophy

DECEMBER 22, 2015

There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. In addition, consumers themselves are contributing to the explosion in available content.

Video 60

Video Marketing Social Media Conference 60

Beyond Philosophy

JUNE 1, 2015

And, of course, there’s a mini contra movement among some retail chains, where they have removed established loyalty programs – or never initiated them in the first place – in favor of everyday low prices and more efficient performance: [link]. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

DECEMBER 14, 2015

The post The Power of Servant Leadership to Build and Sustain Stakeholder Value appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Smith+co CX

SEPTEMBER 26, 2013

Of course, if you are a druid and like to worship the sunrise this could be of significant benefit. And now of course hotel designers are using remote panels to control everything in the room, including the lights, leading to even greater complexity. For more on designing your customer experience, take a look at our CEM guide.

Hotels 34

Hotels Customer Experience CEM Course 34

NobelBiz

OCTOBER 24, 2023

With Customer Experience Maps, we chart a course toward unrivaled customer satisfaction, operational efficiency, and enduring customer relationships – all essential treasures on the path to service excellence. Phone Website Mobile app Chat platform Email Social media platforms (Facebook, Twitter, LinkedIn, etc.)

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Beyond Philosophy

AUGUST 13, 2015

That may feel squishy to some, but it should be recognized that such organizations have the capacity to become engines of growth and profitability, and many of these companies have done exactly that.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Ian Williams

FEBRUARY 20, 2020

If you do a customer journey mapping exercise and you come up with a whole bunch of issues, then of course you have to go through process of prioritising those issues, so that then the leadership can make decisions about which of those opportunities and problems they want to tackle and which ones need to fall by the wayside.

Leadership 52

Leadership CEM Customer Journeys Video 52

PeopleMetrics

APRIL 9, 2018

Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. The single source of truth. As CEO, he guides the company’s vision and strategy.

CEM 70

CEM Marketing Voice of Customer Video 70

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation. They are; Customer Experience and Value Optimization.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

JUNE 4, 2015

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. Humanistic companies—or firms of endearment (FoEs)—seek to maximize their value to society as a whole, not just to their shareholders.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Ian Williams

MARCH 20, 2020

customerexperience #cx #cem #culture #companyculture. __. Ian: And, of course, if you’re doing some kind of diagnostic on an organisation, and there could be a number of different reasons as to why an organisation is failing, and one of the generic terms I guess the gets used is that this organisation has a cultural problem.

Culture 52

Culture Company Policies Leadership 52