Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Oracle

APRIL 3, 2019

Enter customer engagement marketing (CEM). What is CEM? In an interview for this article, Paul Miser, CEO & Co-Founder, Chinatown Bureau, a digital strategy consulting agency, suggests that this approach helps brands fulfill customer expectations, too. ” So, how does a business begin to create a CEM strategy ?

Customer Engagement 99

Customer Engagement CEM Engagement Marketing 99

Bob Hayes

AUGUST 15, 2016

In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By adopting these activities into your CEM program, you improve the probability of your success. First, let's review CEM programs. Practices in Customer Experience Management Programs.

Loyalty 64

Loyalty CEM Customer Experience Social Media 64

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

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

MARCH 5, 2015

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

OCTOBER 14, 2014

How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you. Boost the value you provide.

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

JANUARY 23, 2015

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

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.”.

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. But we can help with that. Will it pay off? What about 1 minute less?

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. But we can help with that. Will it pay off? What about 1 minute less?

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Beyond Philosophy

OCTOBER 29, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis 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 Loyalty (..)

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

InMoment XI

AUGUST 9, 2024

Customer experience can also be referred to as customer experience management (CXM or CEM). From increased loyalty and customer lifetime value to decreased churn, the customer experience is key to achieving your goals. Watermark Consulting. Why is Customer Experience Important? 6 Things Customer-Centric Companies Do Differently.

Customer Experience 221

Customer Experience 2024 Net Promoter Score Customer Journey Mapping 221

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

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.

Leadership 154

Leadership CEM 2014 Sports 154

Beyond Philosophy

MARCH 28, 2016

Not only does an investment in the experience improve the Customer Loyalty, but it also reduces the costs associated with your Customer Service channels. Leaving the emotions of an experience up to chance is a risky way to gamble with the loyalty of your Customers—particularly when competition is fiercer than ever. Are you one of them?

Customer Experience 113

Customer Experience CEM Consulting Call Center 113

Beyond Philosophy

OCTOBER 14, 2014

How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you. Boost the value you provide.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Emotions Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program (..)

CEM 113

CEM 2014 2011 2010 113

Beyond Philosophy

APRIL 13, 2016

They drive what we remember about a brand and what we expect from them in return for our loyalty. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Join Beyond Philosophy for the Certified Advanced CEM Training.

CEM 113

CEM Books Consulting Travel 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 17, 2014

I use stories all the time when I am consulting with clients on Customer Experiences. Using our natural propensity for prejudice to help evoke the proper emotions in a Customer Experience is a great strategy for building loyalty and branding for your organization. Blogs Customer Emotions'

CEM 120

CEM Books Consulting Sports 120

CloudCherry

AUGUST 30, 2018

While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. These changes are frequently led by your CEM. To get this level of information out of consultants would take months.

NPS 150

NPS E Commerce Financial Contact Center 150

Beyond Philosophy

DECEMBER 23, 2014

Blogs Customer Emotions Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program (..)

CEM 98

CEM Books Social Media Customer Centricity 98

Responsetek

MAY 3, 2018

Omnichannel consistency is worth the effort; it can create a point of differentiation that leads to greater customer loyalty. Avoid this risk by partnering with a reputable CEM platf orm provider with deep experience set in your industry. 3 Steps to Establish an Omnichannel Listening Strategy. Vice President Sales, ResponseTek.

CEM 40

CEM Insights Omnichannel 2013 40

Beyond Philosophy

DECEMBER 23, 2015

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. They are; Customer Experience and Value Optimization.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

OCTOBER 24, 2014

Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior 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 Loyalty (..)

ROI 74

ROI Net Promoter Score CEM 2014 74

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. We help businesses mature their program over time with expert consulting services.

2015 97

2015 Multi-Channel 2014 CEM 97

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

CEM 55

CEM Customer Experience 2007 2011 55

Middlesex Consulting

OCTOBER 11, 2015

Depending on how you answer these questions will give you the insight on whether your CX effort is built on a house of cards like the carrier in my art shipping fiasco, or built to execute and show off a team capable of delivering that customer loyalty building experience. Middlesex Consulting and DG Associates are strategic partners.

Customer Experience 60

Customer Experience Customer Journey Mapping CEM Consulting 60

Beyond Philosophy

JUNE 11, 2015

…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? Longer-form games, though they may require more practice and skill, may generate greater loyalty for some brands.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

SurveySensum

JULY 9, 2019

Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate. In the literature on CEM, it is quoted, “customer experience is a significant contributor to business failure if not handled intelligently.”. Source: Journal of Governance and Regulation).

CEM 45

CEM Customer Experience Customer Experience Management Government 45

Middlesex Consulting

MARCH 5, 2018

I realized that four of the attendees were either looking for a new position or gave up looking and started consulting. We might expect that as customer satisfaction increases (as measured by comparing experiences to expectations), customer loyalty would increase at a faster pace.

Customer Experience 60

Customer Experience Events CEM ROI 60