2014 CEM Customer Satisfaction 
Beyond Philosophy
NOVEMBER 10, 2014
Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. 26 August 2014. <
Beyond Philosophy
MARCH 16, 2015
Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Let’s make sure we work together to avoid them for the benefit of the Customer.
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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.
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.). Clearly, more Customers want self-service options. (Source: Brian Manusama, Gartner.com ).
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.
Beyond Philosophy
OCTOBER 24, 2014
1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.
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. Qualtrics.
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