Conference Customer Experience Management Employee Engagement 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
But I didn’t need those, nor the “religion” I was accused of fostering before, as during our work we’ve helped a number of success stories, including: A Construction company increased its profits by 50% and moved from 4th to 1st in market share by focusing and improving its customer experience.
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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 29, 2014
So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.
Beyond Philosophy
OCTOBER 28, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
Beyond Philosophy
OCTOBER 24, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
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