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After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! As CEO, he guides the company’s vision and strategy.
Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].
Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].
Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.
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 (..)
Colin is an international author of four best-selling books and an engaging keynote speaker. 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.
Download our e-book, The Data Science of CEM: Analytics for Customer Experience Management, for more information about working with customer experience data and to equip yourself to make better data-driven decisions. Download The Data Science of CEM.
A stronger CEM program can reduce unnecessary costs for the business. Book a demo with CloudCherry today to start your journey. In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. Reduce Costs. The takeaway?
Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.
Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.
It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.
It could be that the amount of hang-ups increases or in the case of the wine for the guests, re-bookings for the hotel increase after the stay. Colin is an international author of four bestselling books and an engaging keynote speaker. Affect: The emotions create a value for the experience and an effect. www.businessinsider.com.
The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy.
Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.
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. Download Now.
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. Download Now.
Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].
You can use a bottle of water, or even a book, wedge in under the latch for the tray table and voila! Even so, I wouldn’t fancy having the customer behind me restrict me from doing it with a Knee Defender (or book or water bottle) without so much as a please or thank you, either. The thing is these contraptions are not even necessary.
If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. More #CXSecrets.
Colin is an international author of four best-selling books and engaging keynote speaker. View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.
Colin is an international author of four best-selling books and engaging keynote speaker. View our books on Customer Experience here. The post 4 Ways to Gain Customers’ Trust in Data Security appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Follow Colin Shaw on Twitter @ColinShaw_CX.
Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. All attendees will receive a discount code for 50% off the eBook. Follow Colin Shaw on Twitter @ColinShaw_CX.
Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.
Colin is an international author of four bestselling books and engaging keynote speaker. Customer Experience Trends 2013: Amazon Claims Top Position Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Blogs Employee Experience'
Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! CX Secrets includes exclusive bonus material from Sean's book. When the book is out, we'll also be doing a video about each one of the 40 lessons.
My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. Senior management must allocate time and resources to this goal to keep everyone reading from the same book.
Click here to download the book. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.
He uses the example of how Abraham Lincoln said to Harriet Beecher Stowe that her book, “Uncle Tom’s Cabin” helped start the Civil War. The empathy for slaves that Stowe created with her book was a catalyst for change for the whole society. Colin is an international author of four best-selling books and an engaging keynote speaker.
Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].
Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.
And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. Author Gerald Zeitman generously provides useful techniques in the mid-section of his book How Customers Think. This approach to VOC and CEM has certainly been eye-opening! A picture tells a thousand words, they say.
Colin is an international author of four best-selling books and an engaging keynote speaker. link] The post 4 Ways to Get Customers to do What You Want appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. How to Get People to Do What You Want.” www.psychology.today.com 1 August 2014. 10 August 2014.
Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX The post How to Make or Break Your Customer Experience appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Experience'
In my first book, I describe how we discovered that over 50 percent of our client’s staff were in a Customer-facing position and didn’t have the skills or desire to be. Colin is an international author of four best-selling books and an engaging keynote speaker. Be sure that employees that don’t want to be Customer-facing aren’t.
Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].
Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Print this article.
Colin is an international author of four best-selling books and an engaging keynote speaker. 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. If you would like to follow Beyond Philosophy click here.
As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. Click here to download the book. Sean holds a Ph.D.
Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX The post Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.
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