Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success.

Leadership 154

Leadership CEM 2014 Sports 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

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

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

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

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

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

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. Blogs Thought Leadership' View our books on Customer Experience here.

CEM 131

CEM Loyalty Blog Books 131

PeopleMetrics

MAY 13, 2020

Employees need to hear from leadership more than ever. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division.

Employee Experience 116

Employee Experience Communication CEM 2001 116

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.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

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 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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

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

OCTOBER 20, 2014

appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Employee Experience Thought Leadership' Follow Colin Shaw on Twitter @ColinShaw_CX The post Do You Have a Secretly Toxic Employee Problem?

Culture 117

Culture CEM Employee Experience Reference 117

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). No matter how you calculate it, presenting leadership with the ROI of the customer experience will yield ROI in and of itself. Wondering how to get leadership buy-in for VoC? Start with the facts.

Leadership 70

Leadership ROI CEM 2001 70

Beyond Philosophy

OCTOBER 20, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post Putting the Power of Your People to Work for Customer Centricity appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Employee Experience Thought Leadership'

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Responsetek

MAY 3, 2018

Avoid this risk by partnering with a reputable CEM platf orm provider with deep experience set in your industry. Peter Oxley is responsible for the overall sales strategy that drives growth from ResponseTek’s global leadership positi on in Customer Experience Management. 3 Steps to Establish an Omnichannel Listening Strategy.

CEM 40

CEM Insights Omnichannel 2013 40

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. Michael Lowenstein, Ph.D.,

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Magazine 92

Magazine Marketing Social Media Consumers 92

PeopleMetrics

MARCH 7, 2018

Chances are you haven't been trained in that role - there’s no degree in customer experience leadership (at least right now - maybe there will be some day). You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Nonetheless, it's an amazing role to have. What makes a great CX leader.

Feedback 76

Feedback CEM Management 2001 76

Ian Williams

FEBRUARY 20, 2020

The fourth area is leadership immersion. So, there is a process that the leadership team needs to work with the CX management team on in order to bring those things about. customerexperience #cxclub #journeymapping #CEM #CX. Anyway, remember that first rule of CX Club is to talk about CX Club.

Leadership 52

Leadership CEM Customer Journey Mapping Return on Investment 52

Experience Matters

APRIL 7, 2015

We help businesses mature their program over time with expert consulting services. Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices.

2015 97

2015 Multi-Channel 2014 CEM 97

Bold360

AUGUST 18, 2020

Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Ian Williams

JUNE 10, 2019

In part 2 we look at Leadership, CX as ‘an initiative’ and CX in silos. . Leadership The CEO must 100% buy-into Customer Experience with her/ his heart and soul, and must have the complete backing of a strong senior management team. Under these circumstances, CEM is destined to fail.

CEM 49

CEM Customer Experience Leadership Presentation 49

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 60

CEM Consulting Leadership Books 60

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive?

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 2, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate.

2005 97

2005 Customer Centricity Magazine Retail 97

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., 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.) The first, a B2C example, involves a major player in the cable television industry.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Experience Investigators by 360Connext

MARCH 12, 2018

” The post Why Your Customer-Centric “Breakthrough” Is Not Working appeared first on Customer Experience Consulting. .” The one that sounded more like “you can do this – you can make the change!”

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., 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 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., 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

SuiteCX

DECEMBER 22, 2015

Thought Leadership #6: Disruptive competitors will appear when and where you least expect them. Organizationally, CEM teams tend to come from the Marketing and Service departments. Thought Leadership 5. Companies will begin to use CEM to develop new products and services. suitecx ©2015, suitecx Inc.

2016 40

2016 Customer Experience CEM 2015 40