Beyond Philosophy

FEBRUARY 2, 2015

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

CloudCherry

FEBRUARY 20, 2019

As soon as a customer indicates they have an issue, it’s possible to have your CEM create a ticket in your help desk along with any other context they have, like the customer’s past purchasing history and other survey responses. If you pay for expert help, it should only be in a consultative role or doing a bespoke integration.

CEM 273

CEM Touchpoint Omnichannel ROI 273

Beyond Philosophy

OCTOBER 6, 2014

Do you have a person or team of people responsible for managing the Customer Experience for your organization? How involved is senior management in your Customer Experience details? Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Why or why not?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

NOVEMBER 10, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. That is to say, Amazon has it—and Bank of America doesn’t. I am not a fan of banks.

Banking 138

Banking Culture CEM 2003 138

Beyond Philosophy

JANUARY 28, 2015

Be sure to ask your manager how you are doing and what you can improve at each month’s end. Ask your manager how long your lunch break is. Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse! Save the wisecracks for your blog. Request feedback.

CEM 146

CEM Books Webinar Blog 146

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

NOVEMBER 4, 2014

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

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . The Relationship Between Customer Experience Management and Sales. Please click here to learn more. An Inside Look at the Casino Experience. appeared first on Beyond Philosophy.

CEM 122

CEM Books Social Media Customer Experience Management 122

InMoment XI

AUGUST 9, 2024

Customer experience can also be referred to as customer experience management (CXM or CEM). Building a Customer Experience Strategy A customer experience strategy is a comprehensive plan that outlines how a company intends to improve and manage customers’ interactions and perceptions of its brand.

Customer Experience 221

Customer Experience 2024 Net Promoter Score Customer Journey Mapping 221

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. They don’t.

CEM 121

CEM 2004 Books Retail 121

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 29, 2014

By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. 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.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

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. Customer Experience Management Program Components.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

PeopleMetrics

AUGUST 31, 2018

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. As CEO, he guides the company’s vision and strategy.

CEM 117

CEM Customer Service Touchpoint 2001 117

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.

Employee Experience 116

Employee Experience Communication CEM 2001 116

Experience Investigators by 360Connext

JANUARY 8, 2018

In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers. appeared first on Customer Experience Consulting. Maybe you can’t get every fix you want, but asking for these ideas spurs the kind of thinking that leads to real customer experience repair.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

PeopleMetrics

JULY 20, 2020

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. As CEO, he guides the company’s vision and strategy.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

CloudCherry

DECEMBER 1, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. 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.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. 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.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Gainsight

JANUARY 11, 2024

Many, many companies have hundreds and hundreds of Customer Success Managers trying to scale the business and drive net retention.” Let’s demystify these roles to answer some fundamental questions: How are CSMs and CEMs different? How are CSMs and CEMs the same? What’s a Customer Success Manager (CSM)?

CEM 52

CEM Management Customer Success Customers 52

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

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. When frontline managers are able to identify trends and insights, they can act much faster to make improvements. To get this level of information out of consultants would take months.

NPS 150

NPS E Commerce Financial Contact Center 150

Beyond Philosophy

OCTOBER 3, 2014

Downie has high expectations of his team, from managers on down. He expects his managers to work extremely hard to make sure that the systems and procedures are in place to enable the experience to be excellent. Once the recruits join the team, however, training is essential. If you would like to follow Beyond Philosophy click here.

Leadership 154

Leadership CEM 2014 Sports 154

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

OCTOBER 14, 2014

View our books on Customer Experience here.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

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

OCTOBER 24, 2014

Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way. However once established, it’s important to step back and let your team do their job.

ROI 119

ROI 2014 CEM Webinar 119

Beyond Philosophy

APRIL 18, 2016

When employee compensation structures are linked to NPS, it can cause a lot of problems for the various international regional managers—particularly if they are in charge of a region where the demographic bias for the nationality skews the scores lower! Join Beyond Philosophy for the Certified Advanced CEM Training.

Net Promoter Score 112

Net Promoter Score NPS CEM Consulting 112

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. Using CEM systems to draw information and insights from cross-organisational sources.

CEM 40

CEM 2015 E-support Customer Centricity 40

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

PeopleMetrics

FEBRUARY 20, 2019

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. As CEO, he guides the company’s vision and strategy.

CEM 94

CEM 2001 Feedback Call Center 94

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 20, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. This training, however, depends on the fact that your senior management team has agreed upon a specific emotional experience they want for their Customers.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

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 20, 2014

For Customer-facing employees, it is important to hire those with a high EQ (emotional intelligence), so that they can use those skills to manage the situations to the outcome you want. I would love to hear how you manage them in the comments below. Be sure that they are suited for the position you are filling.

Culture 117

Culture CEM Employee Experience Reference 117