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

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

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

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

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. Net Promoter Score (NPS) is used to determine how likely you are to recommend a product or service to one of your friends or family.

Net Promoter Score 112

Net Promoter Score NPS CEM Consulting 112

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

JULY 14, 2015

I wrote a blog a while back about some friends who only called me when they wanted something. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Lumoa

MARCH 20, 2018

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. Do you love CEM as much as we do? The Net Promoter Score is often called " The Only Number You Need to Grow ".

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. Join Beyond Philosophy for the Certified Advanced CEM Training. Our work with clients shows this to be the case.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Do you think the split will be good or bad for Paypal? I’d be interested to hear your insight in the comments below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

AUGUST 4, 2015

To listen to the webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” and learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Click here.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. An NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

NPS 78

NPS Net Promoter Score CEM Banking 78

Beyond Philosophy

JULY 16, 2015

If you enjoyed this post, you might be interested in the following blogs: Negative Emotions and Their Positive Effect. Do you think sighing is a negative nonverbal communication? I’d be interested to hear your opinions in the comments below. Happiness Exploded: There’s More to Positive Emotions Than You Think. Reserve your spot today!

Net Promoter Score 134

Net Promoter Score Communication Webinar Customer Centricity 134

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction” on Thursday, October 30th, 2014. 3 Steps to Becoming #1 on Trip Advisor. ROI on Customer Service–New Research from the Economist Intelligence Unit.

ROI 74

ROI Net Promoter Score CEM 2014 74

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. Among my clients, the companies with thriving CX programs and high Net Promoter Scores are going above and beyond the standard practices of gathering feedback by building loop closing into their programs. P.S. What did you think of this blog post?

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. Net Promoter Score (NPS) is used to determine how likely you are to recommend a product or service to one of your friends or family.

Net Promoter Score 60

Net Promoter Score NPS CEM Consulting 60

Lumoa

MARCH 20, 2018

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. Do you love CEM as much as we do? The Net Promoter Score is often called " The Only Number You Need to Grow ".

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. What's the meaning of customer experience management (CEM)? Customer experience management (CEM) stands for efforts organizations takes to make the customer experience and customer journey as seamless and resolute as possible. What is the purpose of customer experience management? Customer experience. Share on email.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

SurveySparrow

OCTOBER 12, 2020

Still, recently a lot of users are complaining about Airtable (we’ve covered the reasons in the later parts of our blog, stick to the end to know more). Airtable CRM vs SurveySparrow CEM. In comparison, CEM or Customer Experience Management manages the entire journey experience of a customer within the company. .

CEM 52

CEM Net Promoter Score NPS Customer Relationship Management 52

Beyond Philosophy

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. Join Beyond Philosophy for the Certified Advanced CEM Training. Our work with clients shows this to be the case.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. These are the results of meticulous planning and execution by customer experience managers (CEMs). Identify bottlenecks or areas where customers face difficulties. #6

Customer Experience Management 52

Customer Experience Management Customer Experience Net Promoter Score Management 52

Bold360

APRIL 25, 2019

This week we continue our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement 40

Customer Engagement CEM Net Promoter Score Engagement 40

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. We speak, blog, write industry articles, consult with clients and develop methodologies and documentation to improve our client’s VoC/CX practices. We want companies to believe they can be VoC heroes. ResponseTek.

2015 97

2015 Multi-Channel 2014 CEM 97

Bold360

APRIL 17, 2019

The Customer Engagement Maturity (CEM) Model Assessment tool tells businesses how they stack up against over 450 other organizations from around the globe. Enter the Customer Engagement Maturity Model (CEM). The Genesis of the Maturity Model. How Serious Is Your Commitment? Components of Customer Engagement Maturity.

Customer Engagement 40

Customer Engagement Engagement CEM Net Promoter Score 40

Beyond Philosophy

JUNE 11, 2015

His full descriptions can be seen in this blog: [link]. . – Make progress and proficiency, rather than winning, the goal. Longer-form games, though they may require more practice and skill, may generate greater loyalty for some brands. The intent, as in most of gamification, is to stimulate and involve the customer.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. The first, a B2C example, involves a major player in the cable television industry.

B2C 102

B2C Metrics B2B Competitive Advantage 102

SuiteCX

JUNE 1, 2015

CEM – Customer Experience Management. Net Promoter Score refers to a metric that determines the likelihood your customers will recommend your product or service to others. It takes into account the entire lifecycle, including stages such as awareness, consideration, purchase, repurchases, loyalty and churn.

Multi-Channel 40

Multi-Channel Net Promoter Score Reference Social Media 40

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

JUNE 29, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management.

Consumers 102

Consumers Wireless Banking 2013 102

Beyond Philosophy

JUNE 17, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Consumers 96

Consumers Connections Social Media Advertising 96

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

PeopleMetrics

MAY 13, 2021

In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters. Watch on YouTube. ?

Net Promoter Score 83

Net Promoter Score CEM NPS Download 83

PeopleMetrics

JULY 29, 2020

In this blog post, I'm going to tell you 3 surefire ways to write a really bad survey. Net Promoter Score) directly embedded into the email invitation where it can be seen above the fold (i.e. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 71

CEM Net Promoter Score 2001 Hotels 71

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. P.S. What did you think of this blog post?

CEM 69

CEM Net Promoter Score 2001 Hotels 69

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Consumers 160

Consumers 2012 2011 2010 160