Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. We get many inquiries for our services globally. Customers deserve better.

2015 122

2015 CEM 2002 Books 122

Ian Williams

NOVEMBER 15, 2015

In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further.

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

Beyond Philosophy

JANUARY 16, 2015

The end of 2014 was really busy. Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research' My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook.

CEM 152

CEM Webinar 2014 User Experience 152

Clarabridge

OCTOBER 27, 2015

This does not mean that their customer experience management (CEM) initiatives are failing. Numbers like that make it easy to get executive buy-in for your CEM program, because you can show the value of making your customers happy. Harvard Business Review, 2014. ** Forrester Research, 2015. And now you can prove it.

CEM 75

CEM 2015 2014 Download 75

Beyond Philosophy

SEPTEMBER 19, 2014

www.psychology.today.com 1 August 2014. 10 August 2014. link] The post 4 Ways to Get Customers to do What You Want appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX Sources: Weinschenk, Ph.

2014 118

2014 Airlines CEM Consulting 118

Beyond Philosophy

SEPTEMBER 9, 2014

9 May 2014. 20 August 2014. < < [link] > The post Discovering What Customers Don’t Know Themselves appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. “These Hilarious Charts Will Show You Exactly Why Correlation Doesn’t Mean Causation.” www.businessinsider.com.

Hotels 161

Hotels 2014 2008 CEM 161

Customer Interactions

JULY 7, 2015

In addition to posts on the customer experience and customer service, we added some picks on CRM effectiveness and CEM. For this week’s edition of CX Buzz, we thought it would be interesting to add a little more variety to our selections. The content within our picks are (as always) very insightful.

2014 28

2014 CEM Definition Insights 28

Beyond Philosophy

NOVEMBER 4, 2014

19 August 2014. < 19 August 2014. < “The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. < [link].

CEM 113

CEM 2014 2011 2010 113

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction ” on Thursday, October 30th, 2014. Follow Colin Shaw on Twitter @ColinShaw_CX The post Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

ROI 119

ROI 2014 CEM Webinar 119

Beyond Philosophy

FEBRUARY 3, 2015

4 September 2014. < Sources: Aagaard, Michael. “10 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Contentverve.com. 25 March 2013. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction” on Thursday, October 30th, 2014. If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 I couldn’t agree more. 3 Steps to Becoming #1 on Trip Advisor.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). (Source: Brian Manusama, Gartner.com ). Clearly, more Customers want self-service options.

White Paper 160

White Paper 2014 2015 2012 160

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

SEPTEMBER 26, 2014

Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil. The post How Sports Results Affect Our Decision Making appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Furthermore, it was losing that affected the market, not winning.

Sports 130

Sports CEM 2014 Blog 130

Beyond Philosophy

OCTOBER 3, 2014

1 UK Attraction ” on Thursday, October 30th 2014. Follow Colin Shaw on Twitter @ColinShaw_CX The post 3 Steps to Becoming #1 on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Oh and if you are in Edinburgh, please make sure that you visit the Royal Yacht Britannia.

Leadership 154

Leadership CEM 2014 Sports 154

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. The best way to approach both your customer experience management (CEM) strategy and how you will improve the experience as a result of listening to customers is to have a clearly-defined approach in place. Image courtesy of nanagyei I originally wrote today''s post for Intradiem.

Management 63

Management CEM 2014 Employee Experience 63

ENGAGE.cx

JULY 9, 2015

Social is driving sales for ecommerce: Q1 2015 data from a MarketLive survey indicates that US retail ecommerce traffic driven by social jumped nearly 200% between Q1 2014 and Q1 2015. And, of course, there is the prominence and influence of social. But do any work together? Are they really providing value to the customer?

Customer Experience 66

Customer Experience Hotels 2014 2015 66

ENGAGE.cx

JULY 9, 2015

Social is driving sales for ecommerce: Q1 2015 data from a MarketLive survey indicates that US retail ecommerce traffic driven by social jumped nearly 200% between Q1 2014 and Q1 2015. And, of course, there is the prominence and influence of social. But do any work together? Are they really providing value to the customer?

Customer Experience 40

Customer Experience Hotels 2014 2015 40

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. About the CEM Certification Program.

2014 40

2014 Customer Experience Management CEM Customer Experience 40

Beyond Philosophy

APRIL 7, 2016

by the end of 2014. Join Beyond Philosophy for the Certified Advanced CEM Training. ACSI uses an overall U.S. Customer Satisfaction score to denote the health of the economy. Since 1994, the ACSI score rose from 74.8 in 2013 —and then dropped to 75.2 You can see the whole chart here. This trend is, of course, a tad disappointing.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

APRIL 7, 2016

by the end of 2014. Join Beyond Philosophy for the Certified Advanced CEM Training. ACSI uses an overall U.S. Customer Satisfaction score to denote the health of the economy. Since 1994, the ACSI score rose from 74.8 in 2013 —and then dropped to 75.2 You can see the whole chart here. This trend is, of course, a tad disappointing.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60