Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

FEBRUARY 2, 2015

If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

JANUARY 16, 2015

If you enjoyed this post, you might be interested in the following blogs: Apple’s Customer Experience Geniuses: Finding New Way to Facilitate Empathy. Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research'

CEM 152

CEM Webinar 2014 User Experience 152

Beyond Philosophy

MARCH 16, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience. Customers deserve better.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Get in the game and show you are willing to pull your weight. Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse! Request feedback.

CEM 146

CEM Books Webinar Blog 146

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. As long as your philosophy is rooted in the transactional goals of your company and not on the emotional experience you provide your Customer, you will continue to lack a Customer-focus in your organization.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. I have to say being a regular flyer there are a number of other things that need to be fixed but this is at least a start. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy?

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha! – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook. How to Make or Break Your Customer Experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 126

CEM Books Webinar Leadership 126

Beyond Philosophy

NOVEMBER 4, 2014

If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? What else can you do to create an experience like a grocery store in your retail experience? Please share your insight in the comments below. Engaging the Subconscious Shopper. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . If you enjoyed this post, you might be interested in the following blogs: Tricks or Treasure? Please click here to learn more. An Inside Look at the Casino Experience.

CEM 122

CEM Books Social Media Customer Experience Management 122

Beyond Philosophy

MARCH 17, 2015

To learn more ways you can use the subconscious to evoke the positive emotions you want from your Customer Experience, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Blogs Customer Experience' Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.

Sales 151

Sales 2007 CEM Books 151

Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

SEPTEMBER 11, 2014

Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. If you enjoyed this post, you might be interested in the following blogs: Didn’t Believe Amazon Was Customer Centric Before? Blogs Employee Experience' You Will Now.

Banking 138

Banking Culture CEM 2003 138

Beyond Philosophy

APRIL 17, 2015

For more important Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Please click here to learn more. Hiring Customer Ready Employees.

CEM 148

CEM Reference Employee Experience Books 148

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? If you enjoyed this post, you might be interested in the following blogs: Small Talk and Trust Is Trust Really an Emotion?

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

SEPTEMBER 23, 2014

If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Protecting Yourself Against Other Passengers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Airlines 134

Airlines CEM Books Consulting 134

Beyond Philosophy

FEBRUARY 3, 2015

If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. The Moral Dilemma: Collecting Data on Customer Behavior. What call to action techniques have you seen work for you? I would be interested in your comments below. Contentverve.com.

CEM 121

CEM 2004 Books Retail 121

Customer Input

APRIL 1, 2012

Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. Blog Customer input Journal CRM Customer Experience Software'

CEM 55

CEM Customer Experience Management Customer Experience Management 55

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad. What is the focus of the systems in your organization? 4 Ways to Gain Customers’ Trust in Data Security.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post How to Make or Break Your Customer Experience appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Experience' Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad.

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

Beyond Philosophy

APRIL 14, 2015

To learn more ways you can detect buy in on your Customer Experience Agenda, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: 7 Signs That Your Executive Team is Not on Board.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

Beyond Philosophy

MARCH 23, 2015

To learn more ways you can build better business relationships, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Blogs Customer Experience'

CEM 131

CEM Presentation Blog Books 131

Experience Investigators by 360Connext

JANUARY 8, 2018

This post was written for and a version originally appeared on the CallidusCloud CX blog. Little things matter. Give the little things the attention they – and your customers – deserve. The post Forget About the Wow. What Should You Fix NOW? appeared first on Customer Experience Consulting.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

Beyond Philosophy

OCTOBER 3, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$ Union Street Guest House Commits The Worst Social Media Blunder EVER! Blogs Customer Experience Thought Leadership CEO Customer experience Customer Experience Program Customer Loyalty experts insights Royal Yacht Brittania TripAdvisor'

Leadership 154

Leadership CEM 2014 Sports 154

Beyond Philosophy

JANUARY 26, 2015

If you enjoyed this post, you might be interested in the following blogs: The Draining of Target’s Emotional Bank Account. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook. 4 Ways to Gain Customers’ Trust in Data Security. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 102

Customer Centricity CEM Books Government 102

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? If you enjoyed this post, you might be interested in the following blogs: Small Talk and Trust. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

SEPTEMBER 19, 2014

If you enjoyed this post, you might be interested in the following blogs: What Story Are You Telling Your Customers Today? link] The post 4 Ways to Get Customers to do What You Want appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Expert''s Insights' 10 August 2014.

2014 118

2014 Airlines CEM Consulting 118

Beyond Philosophy

MAY 26, 2015

Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Get People to Do What You Want. For more important Customer Experience concepts, register for our Advanced. Registration is ending soon! Please click here to learn more.

Leadership 142

Leadership CEM Travel Books 142

Lumoa

FEBRUARY 9, 2023

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer. By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Beyond Philosophy

DECEMBER 23, 2014

I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience.

CEM 98

CEM Books Social Media Customer Centricity 98

Beyond Philosophy

OCTOBER 24, 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. Blogs Customer Experience' We hope to see you at our webinar, “ How to Become TripAdvisor’s No.1

ROI 119

ROI 2014 CEM Webinar 119

Beyond Philosophy

MARCH 21, 2016

To improve your experience join our Certified Foundation CEM Training Course starting on April 8th. If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. What grade would Generation Z give your employee experience? Amazon’s Destructive Culture Exposed—Or Not?

2016 113

2016 Social Media CEM Employee Experience 113

Beyond Philosophy

MARCH 28, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. If you enjoyed this post, you might be interested in the following blogs: Are You Making Excuses for a Bad Experience. Are you one of them? LinkedIn followers get a special $225 discount by using LinkedIn225 code.

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture Want Your Customer-Facing Employees to Get Engaged at Work?

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114