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.
Books CEM Customer Engagement 
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. Follow Colin Shaw on Twitter @ColinShaw_CX.
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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.
CloudCherry – Tying Financial Goals to CX Metrics
CloudCherry
MARCH 19, 2019
In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. A stronger CEM program can reduce unnecessary costs for the business. Book a demo with CloudCherry today to start your journey. Reduce Costs. The takeaway?
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5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
The Value of Customer Experience, Quantified.
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.
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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60 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.
Don’t Disappoint your Customers this Holiday Season
Beyond Philosophy
DECEMBER 23, 2014
Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.
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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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113 Experience? Engagement? Same Difference! Right?
Esteban Kolsky
MAY 17, 2018
some guru comes out with the concept of “experiences” — that’s what we need to do… so we set out to design experiences (also a model where we control what customers do, btw – something that customers don’t want or need. let’s call it — oh, CEM), but we failed.
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7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. I don’t want to see Customer Experience go the same way as CRM. Customers deserve better.
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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
some guru comes out with the concept of “experiences” — that’s what we need to do… so we set out to design experiences (also a model where we control what customers do, btw – something that customers don’t want or need. let’s call it — oh, CEM), but we failed.
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98 You Can’t Legislate Customer Centricity
Beyond Philosophy
JANUARY 26, 2015
Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.
Music: A Marketing Tool
Beyond Philosophy
FEBRUARY 2, 2015
Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here. www.spring.org.uk.
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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 Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Sources: Aagaard, Michael. “10
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My First 90 Days: The Secrets You Must Know About Your New Job
Beyond Philosophy
JANUARY 28, 2015
Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.
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60 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 Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Please click here to learn more.
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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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60 Providing The Ultimate User Experience: What You Need To Know About Interactive Document Software
Ecrion
JULY 8, 2019
They offer the most straightforward format for sharing digital materials such as books and portfolios. PDF forms- interactive document allows you to increase customer engagement by including forms within your document. Good relationship your prospects will eventually turn them into long-term customers.
The Three Pillars of Customer Experience Management
CloudCherry
AUGUST 9, 2018
True predictive platforms are able determine the key drivers of customer engagement leading to more accurate ROI predictions. Applying all three of the pillars to customer experience management in a unified way is a sure way to long term growth and progress of your brand. Download the free The Three Pillars e-book.
Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?
Beyond Philosophy
JUNE 4, 2015
The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. To understand customers, the effective enterprise needs to think in human, emotional terms. In his 2010 book, Marketing 3.0:
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60 3 Ways to Use Mobile To Your Advantage
Beyond Philosophy
JUNE 4, 2015
Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Colin is an international author of four bestselling books and an engaging keynote speaker. Register here today!
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Why Gut Decisions Are Sometimes Wrong
Beyond Philosophy
MAY 12, 2015
Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.
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60 The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise
Beyond Philosophy
DECEMBER 23, 2015
In their role, CCO’s will see experience management as never-ending processes that embrace mutually beneficial and value-producing relationships for all customers, i.e. past, present and potential, and internal, intermediate and external, creating not only enticements to become customers, but also barriers to exit or churn.
What is Customer Experience? 20 Customer Experience terms, definitions, and resources
delighted
JULY 19, 2019
The digital customer experience specifically must be considered when tackling customer experience management as a whole. Further reading and resources: What is Digital Customer Experience? E-Book: Rising to the top with digital customer experience. Customer Experience Management (CEM or CXM).
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56 What Customer-Centric Companies Must Do To Become Customer-Obsessed
Beyond Philosophy
JULY 5, 2015
In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
When B2B and B2C Key Performance Metrics Flatline….
Beyond Philosophy
JUNE 20, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. 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.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.
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60 When ‘Push’ Marketing Goes Too Far
Beyond Philosophy
JUNE 23, 2015
A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.
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60 Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….
Beyond Philosophy
JUNE 11, 2015
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., CMC, is Thought Leadership Principal for Beyond Philosophy.
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Like Just About All of Their Customers… I LOVE Wegmans!!!
Beyond Philosophy
JUNE 2, 2015
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. Michael Lowenstein, Ph.D.,
How to Think About Scaling Your Customer Success Team
Gainsight
DECEMBER 23, 2019
So, we would do some analysis on segmentation and understand how big that book is versus what we’re seeing as far as the loss to understand where we put our focus. That is critical, this customer engagement model and having an agreed upon approach to how customers move through the lifecycle, I think is very important.
What Does The Scottish Independence Vote Have to Do with Customer Experience?
Beyond Philosophy
OCTOBER 29, 2014
So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.
The Power of Servant Leadership to Build and Sustain Stakeholder Value
Beyond Philosophy
DECEMBER 14, 2015
His 1987 book, Leadership Is An Art, has sold more than 800,000 copies; and this was followed up by Leadership Jazz in 1993. That may feel squishy to some, but it should be recognized that such organizations have the capacity to become engines of growth and profitability, and many of these companies have done exactly that.
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60 The Power of Servant Leadership to Build and Sustain Stakeholder Value
Beyond Philosophy
AUGUST 13, 2015
His 1987 book, Leadership Is An Art, has sold more than 800,000 copies; and this was followed up by Leadership Jazz in 1993. That may feel squishy to some, but it should be recognized that such organizations have the capacity to become engines of growth and profitability, and many of these companies have done exactly that.
Leadership 60
60 Would Consumers (Really) Spend More For Better Service?
Beyond Philosophy
MAY 20, 2015
Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.
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Customer Experience (CX) Platform: Your Guide to What It Is—and Which Are the Best Solutions
Calabrio
FEBRUARY 25, 2025
Customer Experience Customer Experience (CX) Platform: Your Guide to What It Isand Which Are the Best Solutions Share Has the digitization of customer experiences been a blessing or a curse to your business? If you answered both, youre far from alone.
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