Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. Customer loyalty programs are especially popular among retailers. The company has long claimed that a loyalty program isn’t needed because their prices are so low.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

APRIL 30, 2015

Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Beyond Philosophy

MARCH 16, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. Please click here to learn more.

2015 122

2015 CEM 2002 Books 122

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 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

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

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty. ” – Shep Hyken.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

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. Blogs Thought Leadership'

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

OCTOBER 6, 2014

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

FEBRUARY 3, 2015

. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

CEM 121

CEM 2004 Books Retail 121

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 (..)

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Beyond Philosophy

JUNE 1, 2015

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

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Experience Investigators by 360Connext

JANUARY 8, 2018

They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). Customer experience repair is always the first step! Ask your front-line folks.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Design Management Institute’s Design Leadership Conference. August 13, 2015.

Events 97

Events 2015 2016 CEM 97

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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? Michael Lowenstein, Ph.D., The post Where Is Gamification Going?

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

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

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. CCOs must understand marketing, sales, service, brand perceptions, and operations, of course, but their principal goal should be to deepen relationships, establish greater levels of trust, and build stronger customer loyalty behavior. Michael Lowenstein, Ph.D.,

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. 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). Michael Lowenstein, Ph.D.,

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. They understand that delivering on the tangible and functional elements of value are just table stakes, and that really connecting, and having an emotionally-based relationship, with customers is the key to leveraging loyalty and advocacy behavior. Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Design Leadership Conference. CEM in Telecoms. Where am I speaking ?

Events 48

Events CEM 2016 Customer Experience Professionals 48

Retently

JULY 11, 2018

Customer experience management ( CEM ) is also another way to refer to this methodology. Thought Leadership. Thought leadership revolves around the idea that it’s not enough for your employees to just perform customer support. Before we get started, just keep in mind that NPS2 isn’t a term you’re likely to see a lot online.

NPS 68

NPS Net Promoter Score CEM Social Media 68

Beyond Philosophy

JULY 14, 2015

Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. DMI Design Leadership Conference. IQPC’s CEM in Telecoms Global Summit.

Events 48

Events CEM 2017 Chief Customer Officer 48

Strativity

JULY 16, 2014

Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., For professionals who are seeking a strategic framework for implementation, the program provides participants with a foundation in Customer Experience and CEM with a focus on: . Influencing Senior Leadership.

2014 40

2014 Customer Experience Management CEM Customer Experience 40

MyCustomer

FEBRUARY 23, 2017

Assessing the customer-centricity of your leaders.

Customer Centricity 47

Customer Centricity CEM Leadership Loyalty 47

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. But what about the effects on loyalty behavior — especially for new customers? Michael Lowenstein, Ph.D., Not only were the messages not requested, but these customers had to pay to retrieve them. Certainly, the transactional advantages of e-commerce are very appealing.

Wireless 98

Wireless E Commerce Marketing Advertising 98

Clarabridge

AUGUST 29, 2017

Maybe ‘failing’ was a strong word but here is the truth: Your CEM Program is only as good as how far you distribute the VOC data. Do you create report after report, visual after visual and never share it beyond your customer experience management (CEM) team? So, admit it, are you a data hoarder? Let us help you get there!

CEM 40

CEM Leadership Feedback Customer Experience Management 40

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. The result: happy, loyal customers. For more information, visit www.clarabridge.com.

2015 97

2015 Multi-Channel 2014 CEM 97

SurveySparrow

JUNE 30, 2023

These are the results of meticulous planning and execution by customer experience managers (CEMs). They serve as the driving force behind creating positive interactions and building long-term customer loyalty. To create an exceptional end-to-end customer journey that fosters loyalty, satisfaction, and advocacy.

Customer Experience Management 52

Customer Experience Management Customer Experience Net Promoter Score Management 52

Beyond Philosophy

JUNE 4, 2015

They also used targeted offers surrounding a geographic area near a brick and mortar store and improved their loyalty app. According to an article on Inc., the sporting goods retailer gives all their in-store employees a mobile device they use to help Customers order online or take them to an interactive kiosk to find a product and order it.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Click here to view SlideShare. Governance in Customer Journey Mapping.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Up Your Service

FEBRUARY 14, 2017

In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! Customer loyalty. Service experience is a key factor in customer loyalty. What actions and programs are in place to create customer loyalty? What companies are you looking to hearing from at CEM Global? .

Culture 55

Culture CEM Social Media Loyalty 55

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do?

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

Answer Dash

APRIL 17, 2020

Customer experience management, sometimes abbreviated to CEM, is the practice of owning your customer experience and actively working to improve it. CEM means making changes to the way you do things. What is customer experience management? Make your whole business experience-led and the benefits are likely to multiply accordingly.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

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