CEM Employee Engagement Industry Net Promoter Score 
Beyond Philosophy
NOVEMBER 10, 2014
There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).
Beyond Philosophy
NOVEMBER 10, 2014
A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. The Value of Customer Experience, Quantified.
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Beyond Philosophy
NOVEMBER 6, 2014
What we know is over half of the experience outcome is emotionally based no matter what industry you do business. Colin is an international author of four best-selling books and an engaging keynote speaker. Creating a Deliberate Customer Experience in Your Strategy. Everyone should have a Customer Experience strategy.
Beyond Philosophy
NOVEMBER 11, 2014
Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)
Lumoa
FEBRUARY 9, 2023
Employee Engagement: Employees are aligned with the goals of the organization. 7 industry experts weigh in by CX thought leaders and experts, “ The Value of Customer Experience, Quantified ” by Peter Kriss for HBR. Purposeful Leadership: Leaders operate consistently with a clear set of values.
Beyond Philosophy
MARCH 5, 2015
Southwest Airlines is a great Customer-centric airline with excellent employee engagement. So three things that are going better in the Airline industry before. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Southwest Attacks Its Late Problem Head-on with Its Customers.
Beyond Philosophy
OCTOBER 29, 2014
So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.
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