Beyond Philosophy

FEBRUARY 5, 2015

How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.

CEM 60

CEM Omni-Channel Training Customer Experience 60

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. What might have been enough last year, is not enough this year.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Method:CRM

AUGUST 15, 2022

Meanwhile, customer experience management (CEM) aims to attract and retain customers to build trust in the brand. The two have in common that companies use CRM and CEM platforms to achieve the above goals. Learn what the customers want. CEM software helps you with the following.

Customer relationships 52

Customer relationships Customer Experience CEM Customer Journeys 52

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

SuiteCX

FEBRUARY 18, 2020

Journey Mapping & Management tools align the organization around an enterprise strategy and action plan, Journey Analytics tools identify issues and opportunities as they arise in existing journeys, and Journey Orchestration and CRM tools deliver optimized experiences to customers as they interact. The CEM Solution Ecosystem.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Their primary goal in the marketing campaign is to convey this to consumers. What they have discovered that this isn’t an easy task.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

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. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Beyond Philosophy

NOVEMBER 4, 2014

In my post, “ Engaging the Subconscious Shopper ,” I mention a Nielson report that reports that milk drives consumers to the store 59% of the time. Grocery stores know that most people are there for the essentials: milk, eggs and bread. So do grocery stores put the milk right up front so you can get in and out quickly? Not a chance.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

OCTOBER 29, 2014

The same change in price framed differently has a significant effect on consumer behavior…. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] 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

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. It’s natural to want to protect your bottom line at the holidays.

CEM 98

CEM eBook Social Media Customer Centricity 98

Beyond Philosophy

OCTOBER 8, 2014

What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. They have Customer-centric leadership.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.

CEM 113

CEM Conference Customer Centricity Consumers 113

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

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. Do you know the psychological cues in your experience?

CEM 60

CEM Social Media Customer Experience Management Conference 60

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. appeared first on Beyond Philosophy.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

SurveySensum

JULY 25, 2019

Isn’t frustrating for you as a consumer? Do you know every bad experience is the lost revenue for your business of that specific customer? Customer-centric mindset is the need of the hour to conquer the competition and make your brand stand-out. It’s 2019, CX is trending and becoming more important now than ever.

Feedback 74

Feedback Tips Net Promoter Score CEM 74

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. 26 August 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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

JUNE 17, 2015

Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return. And, it will only become more complicated as more companies invest more dollars in content marketing, competing for the consumer’s attention. Where Is Content Marketing Headed?

Consumers 60

Consumers Connections Social Media Advertising 60

Smith+co CX

AUGUST 10, 2017

have just reported on a customer experience survey conducted by Capgemini with 450 executives and 3,300 consumers across eight countries. The survey found that, overall, 75% of companies perceived themselves to be customer-centric, but when consumers were asked, only 30% agreed. Consultancy.uk How much more?

CEM 28

CEM Customer Centricity Insurance Consumers 28

Beyond Philosophy

JANUARY 23, 2015

Follow Colin Shaw on Twitter @ColinShaw_CX. The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

How To 60

How To CEM eBook Study 60

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Beyond Philosophy

JANUARY 12, 2015

Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. You Will Now. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. We’ll also share the areas of your CEM system you can record and provide general steps to help you benchmark your performance. What Is Your Survey Response Benchmark?

Survey 208

Survey CEM Net Promoter Score Effort Score 208

Beyond Philosophy

JUNE 29, 2015

This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information. building trust and value for Target stakeholders.

Consumers 60

Consumers Wireless Banking Leadership 60

Beyond Philosophy

JANUARY 28, 2015

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

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. We would call this the Subconscious and Psychological Experience, two important factors in Consumer Psychology. “And

Leadership 154

Leadership CEM Sports Hotels 154

InMoment XI

JANUARY 17, 2024

Happy customers are more likely to choose the same hospitality brand for future stays or visits, while also recommending the brand to others, contributing to repeat business and long-term profitability. Today’s consumers expect seamless and convenient interactions across multiple channels. Guest experience differentiates your brand.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Beyond Philosophy

JUNE 2, 2015

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. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Retail Leadership Training 60

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160