Beyond Philosophy

NOVEMBER 6, 2014

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 best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

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

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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

MARCH 5, 2015

View our books on Customer Experience here. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

JANUARY 23, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

CEM 126

CEM Books Webinar Leadership 126

Beyond Philosophy

NOVEMBER 4, 2014

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.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

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. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Blogs Employee Experience'

Banking 138

Banking Culture CEM 2003 138

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . Do you know the psychological cues in your experience? I would be interested to hear about these in your comments below. Please click here to learn more. appeared first on Beyond Philosophy.

CEM 122

CEM Books Social Media Customer Experience Management 122

Beyond Philosophy

JANUARY 28, 2015

Follow Colin Shaw on Twitter @ColinShaw_CX. The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

CEM 146

CEM Books Webinar Blog 146

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”. 4 September 2014. <

CEM 121

CEM 2004 Books Retail 121

CloudCherry

DECEMBER 1, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Beyond Philosophy

SEPTEMBER 23, 2014

Protecting Yourself Against Other Passengers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX The post Right or Wrong?

Airlines 134

Airlines CEM Books Consulting 134

Beyond Philosophy

OCTOBER 14, 2014

The post 4 Ways to Gain Customers’ Trust in Data Security appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. View our books on Customer Experience here. Blogs Thought Leadership'

CEM 131

CEM Loyalty Blog Books 131

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

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Experience Investigators by 360Connext

JANUARY 8, 2018

appeared first on Customer Experience Consulting. This post was written for and a version originally appeared on the CallidusCloud CX blog. The post Forget About the Wow. What Should You Fix NOW?

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

Beyond Philosophy

MARCH 29, 2016

When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. The post How to Win Customers’ Trust Without Spending a Dime appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

CEM 113

CEM Customer Service Representative Insurance Consulting 113

Beyond Philosophy

MARCH 21, 2016

To improve your experience join our Certified Foundation CEM Training Course starting on April 8th. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. What grade would Generation Z give your employee experience?

2016 113

2016 Social Media CEM Employee Experience 113

Beyond Philosophy

OCTOBER 3, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post 3 Steps to Becoming #1 on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here.

Leadership 154

Leadership CEM 2014 Sports 154

Beyond Philosophy

MARCH 28, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Are you one of them?

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.

CEM 40

CEM 2015 E-support Customer Centricity 40

Beyond Philosophy

SEPTEMBER 19, 2014

link] The post 4 Ways to Get Customers to do What You Want appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. “How to Get People to Do What You Want.” www.psychology.today.com 1 August 2014. 10 August 2014. Blogs Expert''s Insights'

2014 118

2014 Airlines CEM Consulting 118

Beyond Philosophy

JANUARY 26, 2015

Blogs CEM CEO consultants consumer behaviour Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences customer satisfaction Emotional Experience'

Customer Centricity 102

Customer Centricity CEM Books Government 102

Beyond Philosophy

APRIL 4, 2016

As part of our consulting philosophy, we encourage a cross-functional team to champion the Customer Experience. To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. In truth people couldn’t care less about the Customer. Powering around the Powerful.

CEM 113

CEM Consulting Leadership Books 113

InMoment XI

AUGUST 9, 2024

Customer experience can also be referred to as customer experience management (CXM or CEM). Watermark Consulting. Why is Customer Experience Important? Did you know that 86% of consumers are willing to pay more for a product or service if they have a great customer experience? 6 Things Customer-Centric Companies Do Differently.

Customer Experience 221

Customer Experience Net Promoter Score 2024 Customer Journey Mapping 221

Beyond Philosophy

APRIL 18, 2016

Join Beyond Philosophy for the Certified Advanced CEM Training. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Net Promoter Score 112

Net Promoter Score NPS CEM Consulting 112

Beyond Philosophy

SEPTEMBER 17, 2014

I use stories all the time when I am consulting with clients on Customer Experiences. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. They are important to your organization to help create an emotional relationship with your brand. Blogs Customer Emotions'

CEM 120

CEM Books Consulting Sports 120

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'

ROI 119

ROI 2014 CEM Webinar 119

Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. Join Beyond Philosophy for the Certified Advanced CEM Training. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Now, in 2016, some still don’t.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

NOVEMBER 4, 2014

. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].

CEM 113

CEM 2014 2011 2010 113

CloudCherry

AUGUST 30, 2018

These changes are frequently led by your CEM. Typically, customer experience analysis has been farmed out to consulting firms and data analysts. To get this level of information out of consultants would take months. The insights from predictive analytics are only valuable if they are put into action.

NPS 150

NPS E Commerce Financial Contact Center 150

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. The post 8 Ways to Tell Whether Your CEO Supports You appeared first on Beyond Philosophy | Customer Experience Consultants.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

Beyond Philosophy

OCTOBER 14, 2014

To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX. View our books on Customer Experience here.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 98

CEM Books Social Media Customer Centricity 98