Conference Customer Experience Management Customer Satisfaction Net Promoter Score 
Beyond Philosophy
NOVEMBER 10, 2014
The ratio is off between internal and Customer measures. 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. Customers were not involved in the selection of the KPIs.
Beyond Philosophy
NOVEMBER 10, 2014
Compare that to a member who gives the highest score — they are likely to remain a member for another six years.”. Customer Satisfaction results in a higher share price. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.
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Beyond Philosophy
NOVEMBER 24, 2014
Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotiona
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 (..)
Beyond Philosophy
NOVEMBER 6, 2014
Colin is an international author of four best-selling books and an engaging keynote speaker.
Beyond Philosophy
OCTOBER 8, 2014
Blogs Customer Experience Thought Leadership Conferences customer Customer Behaviour customer emotions Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Management Customer Mirrors customer research customer retention
Beyond Philosophy
OCTOBER 29, 2014
So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.
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