Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

PeopleMetrics

MARCH 7, 2018

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You need to be able to talk to leadership, the contact center, the sales force, operations, etc.

System 76

System Feedback CEM Management 76

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Using scents to help create a positive experience for your retail customers works for many different industries though.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers. Well, so do your Customers!

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

OCTOBER 14, 2014

In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Netflix and Amazon continue to perfect their suggestions to suit the interests and previous selections by their customer, creating value to their loyal customers.

Data 131

Data CEM Loyalty Consulting 131

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? We see it all the time.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 154

Leadership CEM Sports Hotels 154

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

MARCH 10, 2015

You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. So how do you recover from a mistake with your customers? Acknowledging your emotions is key to communicating with your customer. Everyone makes mistakes. We all make mistakes.

CEM 60

CEM Policies Customer Retention Conference 60

Esteban Kolsky

MARCH 14, 2022

as i tried to frame the message and the positioning within the current market i began to notice in the research and thought leadership around me: we lacked a framework. as i tried to frame the message and the positioning within the current market i began to notice in the research and thought leadership around me: we lacked a framework.

CRM 60

CRM Guidelines CEM Metrics 60

Esteban Kolsky

MARCH 14, 2022

as i tried to frame the message and the positioning within the current market i began to notice in the research and thought leadership around me: we lacked a framework. as i tried to frame the message and the positioning within the current market i began to notice in the research and thought leadership around me: we lacked a framework.

CRM 60

CRM Guidelines CEM Metrics 60

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. If you threaten your employees or Customers with punitive action when they do something you don’t want, you are potentially encouraging them to lie to you.

How To 60

How To CEM eBook Study 60

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. What do I mean by irrational behavior? Ze Frank has this to say about being human.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

FEBRUARY 24, 2015

Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be.

CEM 60

CEM Social Media Customer Experience Management Conference 60

Beyond Philosophy

OCTOBER 20, 2014

These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. For Customer-facing employees, it is important to hire those with a high EQ (emotional intelligence), so that they can use those skills to manage the situations to the outcome you want.

Culture 117

Culture CEM Effort Score Employee Experience 117

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Zhecho Dobrev, one of our consultants published his musings on this concept. All channels for your Customers make up your Customer Experience, including websites. The Consequence of Choice.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

APRIL 4, 2016

In truth people couldn’t care less about the Customer. As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. Its was all about politics.

CEM 60

CEM Groups Consulting Exercises 60

Beyond Philosophy

APRIL 4, 2016

In truth people couldn’t care less about the Customer. As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. Its was all about politics.

CEM 60

CEM Groups Consulting Exercises 60

Innovative CX

FEBRUARY 26, 2019

Have you ever been in a discussion with colleagues when the question is asked, “Who owns the customer in our organization?”. Or better still, “Who owns the customer experience?” 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.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Apple and Coke have chosen good songs to create the memory with their Customers. Having a great song, jingle, or score makes the ad create positive emotions in the minds of your Customers. They did a great job.

Tools 60

Tools Marketing CEM eBook 60

Experience Investigators by 360Connext

JANUARY 8, 2018

Customer experience repair and improvement can be completely overwhelming! Then you simply must understand the journey by undertaking a robust customer journey mapping process. They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. Starting today, we focus on customers in a whole new way! A speech that declares this day is “DAY ONE” of becoming customer centered. Or maybe he was the CEO. We will have legions of fans.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Here is the ‘executive summary’ version of some conditions of each stage, and how the movement to customer obsession takes place within the enterprise. Customer Awareness. Customer Sensitivity. Customer Focus. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

APRIL 14, 2015

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them.

Chief Customer Officer 60

Chief Customer Officer CEM Call Center Customer Care 60

Ian Williams

JUNE 23, 2019

In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. The phrase has been bandied around boardrooms across the globe; and for some organisations, it has even become a central theme around which their customer management operations have been built.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Video 60

Video Marketing Social Media Conference 60

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated. Build Partnerships.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

JUNE 2, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate.

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

Ian Williams

FEBRUARY 20, 2020

In the last video we covered off the last part of CX principles, those things that underpin customer experience. First of all what are the motivations for an organisation undertaking a customer experience project. The fourth area is leadership immersion. Those six areas are now: 1. And then finally, prioritisation of issues.

Leadership 52

Leadership CEM Customer Journeys Video 52

Beyond Philosophy

JUNE 11, 2015

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? Michael Lowenstein, Ph.D.,

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 23, 2015

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. Michael Lowenstein, Ph.D.,

Wireless 60

Wireless Marketing Advertising e-support 60

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. And, personalization truly optimizes the overall customer experience, perhaps its most important benefit.

Consumers 60

Consumers Wireless Banking Leadership 60

Ian Williams

JUNE 10, 2019

Is the problem Customer Experience itself or the way in which it’s being done? In part 2 we look at Leadership, CX as ‘an initiative’ and CX in silos. . Leadership The CEO must 100% buy-into Customer Experience with her/ his heart and soul, and must have the complete backing of a strong senior management team.

CEM 49

CEM Customer Experience Leadership Consulting 49

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For targeted content to succeed in leveraging inquiry and page visits into sales, irrespective of whether the customer is new or established and irrespective of where they are in the current purchase cycle, developing and interpreting consumer personas has to become a priority.

Consumers 60

Consumers Connections Social Media Advertising 60