Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. 26 August 2014. < 26 August 2014. < 24 April 2014. 26 August 2014. < 26 August 2014. < 26 August 2014. www.bautomation.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ What can you do to enable your employees to deliver an award winning experience to your Customers today? Why Most Customer Experience Programs Fail.

Case Study 142

Case Study Employee Engagement Study Engagement 142

Beyond Philosophy

OCTOBER 24, 2014

Here are five things they would have done differently to increase their ROI even more: 1. Embracing the emotional parts of the Customer Experience right from the start. Most businesses focus on the internal operations of the experience rather than looking at it from the Customer’s perspective.

ROI 74

ROI Net Promoter Score CEM Conference 74

CX Journey

MARCH 8, 2016

Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? As an employee, do you feel your employer cares about you and adheres to these tenets of a great workplace and a great experience? Why does that matter?

Employee Experience 80

Employee Experience ROI Study Consulting 80

Customer Guru

APRIL 5, 2018

William David McCann, a leading customer experience designer and the founder of Bespoke Customer Experience. Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147