Are You Deliberate with Your Customer Strategy or Just Taking a Chance?
Beyond Philosophy
NOVEMBER 6, 2014
Colin is an international author of four best-selling books and an engaging keynote speaker.
4 Actions to Exceed Customer Expectations
Beyond Philosophy
NOVEMBER 24, 2014
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.
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Relevance, Reach, Return: How to Turn Marketing Trends From Hype to High-Impact
What Your Financial Statements Are Telling You—And How to Listen!
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Do You Harness the Power of Habit in Your Marketing Yet?
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 (..)
4 Things We Can All Learn from a Retail Customer Experience
Beyond Philosophy
NOVEMBER 4, 2014
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.
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5 Reasons Your KPIs Are Hurting Your Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.
The Science of Predictive Customer Experience Management
CloudCherry
JULY 18, 2018
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.
CloudCherry – Tying Financial Goals to CX Metrics
CloudCherry
MARCH 19, 2019
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?
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Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
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.
5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
The Value of Customer Experience, Quantified.
How to Enhance the Guest Experience: Trends and Best Practices
InMoment XI
JANUARY 17, 2024
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.
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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training
Beyond Philosophy
FEBRUARY 5, 2015
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.
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How CloudCherry help Credit Unions deliver amazing Member Experiences
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. Download Now.
How CloudCherry help Credit Unions deliver amazing Member Experiences
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. Download Now.
How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 2014
Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.
Right or Wrong? Protecting Yourself Against Other Passengers
Beyond Philosophy
SEPTEMBER 23, 2014
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.
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134 4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
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.
4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
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.
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Don’t Disappoint your Customers this Holiday Season
Beyond Philosophy
DECEMBER 23, 2014
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.
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Employee Culture: Why Amazon is on Top and Bank of America Isn’t
Beyond Philosophy
SEPTEMBER 11, 2014
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'
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How is Your Business Dealing with the Paradox of Choice?
Beyond Philosophy
NOVEMBER 4, 2014
19 August 2014. < < [link].
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Putting the Power of Your People to Work for Customer Centricity
Beyond Philosophy
OCTOBER 20, 2014
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.
Are you Prejudiced?
Beyond Philosophy
SEPTEMBER 17, 2014
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.
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eBay & PayPal’s Split is Good for Customers
Beyond Philosophy
OCTOBER 8, 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 eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.
Customer Experience Metaphors Offer a Wealth of Insights
ClearAction
AUGUST 24, 2008
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.
4 Ways to Get Customers to do What You Want
Beyond Philosophy
SEPTEMBER 19, 2014
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.
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How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 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'
Do You Have a Secretly Toxic Employee Problem?
Beyond Philosophy
OCTOBER 20, 2014
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.
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117 3 Steps to Becoming #1 on Trip Advisor
Beyond Philosophy
OCTOBER 3, 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 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.
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154 Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor
Beyond Philosophy
OCTOBER 24, 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 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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7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. It is not a slogan. Customers deserve better.
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60 Experience? Engagement? Same Difference! Right?
Esteban Kolsky
MAY 17, 2018
let’s call it — oh, CEM), but we failed. i wrote the e-book about it back in 2013, still applies). so another rockstar ninja success hacker created the concept of engagement – awesome, we finally figured out what we need to do. it’s not the concept, it’s not the idea, but it’s the implementation.
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106 Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor
Beyond Philosophy
OCTOBER 24, 2014
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.
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Experience? Engagement? Same Difference! Right?
Esteban Kolsky
MAY 17, 2018
let’s call it — oh, CEM), but we failed. i wrote the e-book about it back in 2013, still applies). so another rockstar ninja success hacker created the concept of engagement – awesome, we finally figured out what we need to do. it’s not the concept, it’s not the idea, but it’s the implementation.
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98 What Can We Learn from Restaurants and Casinos?
Beyond Philosophy
FEBRUARY 24, 2015
Every detail, from how the prices are listed in the menu to how bright the light is in the Sports Book, has been considered to give the proper psychological cues to the Customers. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. .
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How to Get People to Do What You Want
Beyond Philosophy
JANUARY 23, 2015
Daniel Pink is a host of Crowd Control and wrote several books on human behavior. 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. Study #2: Rewards Work Better Than Fines. Follow Colin Shaw on Twitter @ColinShaw_CX.
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60 You Can’t Legislate Customer Centricity
Beyond Philosophy
JANUARY 26, 2015
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. 4 Ways to Gain Customers’ Trust in Data Security. Follow Colin Shaw on Twitter @ColinShaw_CX.
Demystifying customer experience
Customer Enthusiast
NOVEMBER 26, 2017
Customer experience management (CEM) is the art and science of coaxing lifetime customer loyalty from daily transactions. Watch the 90-second book trailer. And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.
Music: A Marketing Tool
Beyond Philosophy
FEBRUARY 2, 2015
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. Sources: “Music and Memory: 5 Awesome New Psychological Studies.”
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Subconscious Clues That Call People to Action
Beyond Philosophy
FEBRUARY 3, 2015
This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Colin is an international author of four best-selling books and an engaging keynote speaker. There are so many options that it can delay a decision.
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My First 90 Days: The Secrets You Must Know About Your New Job
Beyond Philosophy
JANUARY 28, 2015
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. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company?
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Why I Suffered Through A Website Redesign (and You Should, too!)
Beyond Philosophy
JANUARY 16, 2015
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. Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research'
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Philosophies to Improve Your Customer Experience in 2015
Beyond Philosophy
JANUARY 12, 2015
If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase. 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. Follow Colin Shaw on Twitter @ColinShaw_CX.
Are you Irrational: 7 Questions to See If You Are Irrational?
Beyond Philosophy
MARCH 12, 2015
For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four best-selling books and an engaging keynote speaker. Please click here to learn more. If you would like to follow Beyond Philosophy click here.
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60 3 Examples of Change for the Better in Airlines
Beyond Philosophy
MARCH 5, 2015
Colin is an international author of four best-selling books and an engaging keynote speaker. View our books on Customer Experience here. 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.
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