Beyond Philosophy

SEPTEMBER 11, 2014

In my experience, banks don’t ever put the customer first. We talk a lot about the emotional side of the experience and how important it is to evoke the right ones for your customers. It is important that your employee experience evokes the right emotions also. Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

OCTOBER 20, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. Define your desired Employee experience. Blogs Employee Experience Thought Leadership'

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Employee Ambassadorship Can Recruit Your Generation Z Workforce.

2016 113

2016 Social Media CEM Employee Experience 113

Beyond Philosophy

OCTOBER 20, 2014

Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. Now obviously this is easy to do when the toxic employee is brazen about it. It is more complicated, however, when an employee is more secretly toxic.

Culture 117

Culture CEM Employee Experience Reference 117

Beyond Philosophy

OCTOBER 8, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. 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.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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. In his 2010 book, Marketing 3.0: Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

OCTOBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

MAY 14, 2015

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. 19 March 2015.

White Paper 160

White Paper 2014 2015 2012 160

CloudCherry

AUGUST 9, 2018

Even traditionally non-customer facing departments like HR can offer insight into the employee experience. After the customer journey is designed, brands can begin to measure the customer’s experience across each touchpoint. Download the free The Three Pillars e-book. Gaining a 360 view of the customer.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. 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.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Beyond Philosophy

OCTOBER 29, 2014

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

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Measuring employee experience is the foundation for a great customer experience.

CEM 163

CEM 2001 Customer Centricity Touchpoint 163

PeopleMetrics

DECEMBER 12, 2019

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers.

Banking 91

Banking CEM Employee Experience 2001 91

PeopleMetrics

FEBRUARY 25, 2021

Explore our CX solutions, designed to deliver a consistent experience every time. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer CEM 45