Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

MAY 14, 2015

Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com. 19 March 2015. 30 March 2015. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. The post The Problem with Self Service appeared first on.

White Paper 160

White Paper 2014 2015 2012 160

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

2015 61

2015 Blog Customer Experience 2016 61

Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Beyond Philosophy

NOVEMBER 10, 2014

Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Kustomer

FEBRUARY 15, 2022

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! The Kustomer journey began back in 2015 when the world was a very different place. Businesses have been forced to adapt more rapidly to the changing customer expectations of this new world.

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

CloudCherry

AUGUST 26, 2019

You can use talking points like these to get their attention: 86% of buyers will pay more for better customer experience ( Forbes ). From 2010 to 2015, CX leaders had a compound annual growth rate (CAGR) that was 14 percentage points higher than laggards ( Forrester ). CX leaders outperformed laggards in the stock market by 79.9%

B2B 199

B2B 2019 Insights 2010 199

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jodi Beuder! – She is dedicated to assisting companies to grow their brand presence and sales, and most importantly, their customer retention and satisfaction. So let us reintroduce you to our Faces from 2014.

2014 104

2014 Customer Experience 2015 Contact Center 104

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In addition, he is the author of The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. According to Forbes.com , PayPal was the vehicle for $180 Billion worth of currencies from 193 countries across the world last year.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

SEPTEMBER 22, 2015

These days it’s important to make sure the Customers feel the love. Are your Customers feeling the love from you? If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. Why Most Customer Experience Programs Fail.

Multi-Channel 167

Multi-Channel Call Center 2015 Customers 167

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Loyalty 127

Beyond Philosophy

OCTOBER 28, 2014

Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Kristina Evey

JANUARY 13, 2015

First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. Wishing it won’t make it happen.

Customer Experience 87

Customer Experience Customer Service 2015 Workshop 87

ijgolding

JANUARY 14, 2015

However, in January 2015, John Lewis’s challenge seems to be getting ever tougher. On the 5th January 2015, I ordered a ‘Luxury Memory Foam Mattress Bed Topper’ from John Lewis.com. The challenge for all businesses to maintain our undivided loyalty is becoming extremely difficult as we become ever more demanding.

Customer Experience 104

Customer Experience Social Media Retail 2015 104

Customer Guru

JUNE 19, 2018

Another shocking incident saw its daylight back in 2015 when another Starbucks employee had crossed the line of terrible customer service. Post this incident, the customer, Ruby Chen was apologized to and offered a gift card worth $100. The closure has been estimated to be a whopping $20 million in the lost sale!

2018 89

2018 Poor Customer Service 2015 Customer Retention 89

Clarabridge

OCTOBER 27, 2015

Forrester Research has released a new report titled, “The Revenue Impact of Customer Experience, 2015.” The Forrester models look at the revenue potential associated with customer retention, enrichment, and advocacy. Harvard Business Review, 2014. ** Forrester Research, 2015.

CEM 75

CEM 2015 2014 Download 75

ijgolding

DECEMBER 22, 2014

The organisations that make the loyalty scheme experience as simple as possible in 2015 are the ones who are likely to win me over as a fan. I urge you to do the same. May I take this opportunity to wish all readers of ijgolding.com a very happy holiday!

Loyalty 107

Loyalty Hotels 2015 Customer Retention 107

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. It will be officially released on the 3rd October 2015.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Beyond Philosophy

OCTOBER 21, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Register here.

Social Media 92

Social Media Customer Centricity Books Culture 92

ijgolding

OCTOBER 21, 2014

Ryanair do not feature in the top 100 of Nunwood’s report into the Customer Experience Excellence of 250 companies operating in the UK – maybe Mr O’Leary will make entering the top 100 an objective for 2015! What is important is that the improvements we are seeing are maintained and even more importantly sustained.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

ijgolding

MAY 20, 2015

Lets us fast forward to May 2015. I carried on as a happy Enterprise customer. In April 2015, I hired another car from Enterprise. On the 19th May 2015 I was due to pick up a car from Enterprise to drive to a meeting in the evening. If you were to ask me the Net Promoter Score question today, I would score a 1 or a 2.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Customer service agents are key employees. When high volumes of customers are calling for support, the first line must be fully empowered to drive customer retention. At 8:50 a.m. This is most apparent in times of crisis.

Call Center 104

Call Center Reference 2015 Social Media 104

delighted

OCTOBER 5, 2021

Your customers want fast resolutions to their problems, whether it’s a tech support issue or a return that needs processing. In fact, how fast you resolve customer issues is arguably more important than the final resolution. Track important customer service metrics with Delighted. Delighted can help.

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

CX Journey

APRIL 9, 2015

The top five and bottom five teams are as follows, with last year''s ranking in parentheses: Top 5 Teams - 2015 Rankings 1. Washington Nationals (#8) Bottom 5 Teams - 2015 Rankings 30. acquisition customer experience customer loyalty customer retention raving fans' Louis Cardinals (#1) 2. Oprah Winfrey.

Sports 64

Sports 2015 Loyalty Entertainment 64

ijgolding

OCTOBER 7, 2015

Zimbabwe is one of the countries I have been blessed to visit in 2015. A few weeks ago, I was astonished at how focused one particular organisation is on helping their customers achieve something that may ‘feel’ impossible in a country that continues to battle with a struggling economy.

Customer Experience 123

Customer Experience Financial Definition 2015 123

NetBase

MARCH 4, 2019

And these networks have been quick to adapt and comply to user needs, as the 2018 social ad spend was more than $23 billion USD — greater than double its numbers from 2015. So, if baby wants changes, baby’s getting them! It’s really a no-brainer, when considered in that light. How are they doing it?

2019 89

2019 Social Media Advertising Consumers 89

Alliance by IFS

APRIL 8, 2015

Many emerging field service trends from years past are solidifying themselves as industry-norms that service companie s should optimize on to achieve success in 2015 and beyond. Among the most impactful trends are: Heightened Customer Expectations. Customer Experience and Engagement . Improved Remote Assistance.

2015 22

2015 Customer Satisfaction Customer Retention Customer Expectations 22

Lumoa

JULY 10, 2018

Forrester’s report “ Customer Experience Drives Revenue Growth ” showed that customer experience leaders achieved compound average revenue growth of 17% over five years. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market.

ROI 113

ROI Customer Experience Financial NPS 113

ijgolding

MARCH 7, 2016

2015 alone could be described as their ‘annus horribillus’: They posted a loss of £48m for the first nine months of 2015. They lost around 200,000 UK customers in 2015. They received more complaints than any of the other ‘big six’ energy providers in 2015.

2015 64

2015 Financial Retail Social Media 64

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. By 2015, Cayenne sales generated around half of the Porsche’s total profit.

Feedback 88

Feedback Insights CEM Net Promoter Score 88

One Millimeter Mindset

SEPTEMBER 13, 2018

The upcoming changes in the ISO 9001:2015 standard for Quality Management Systems mandate a more holistic perspective of how we work. Lead a more collaborative, engaged and profitable workforce relentlessly focused on customer success and customer retention. Develop Industry 4.0

Leadership 71

Leadership 2015 Workshop Communication 71

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 21, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Register here.

Social Media 68

Social Media Customer Centricity Books Culture 68

Kayako

FEBRUARY 14, 2018

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? Even a tiny 5% increase in customer retention carries enough juice to boost profitability by up to 75%. What do we mean when we say “loyalty?”

Loyalty Programs 75

Loyalty Programs Loyalty Brands Retail 75

Amity

FEBRUARY 9, 2016

Issue 75: Welcome to the Real World - You Will Lose Customers. Let’s face it, as you grow, you will lose customers. When it comes to the importance of Customer Retention, the numbers don’t lie. In this issue of the SaaS Tattler, we discuss what you can do to retain your customers.

Customer Journey 60

Customer Journey Customer Retention Return on Investment Customer Success 60