Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 110

Net Promoter Score Customer Centricity CEM Social Media 110

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.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

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. Blogs Employee Experience Thought Leadership'

Culture 117

Culture CEM Effort Score Employee Experience 117

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.

Customer Experience 87

Customer Experience CEM Social Media Leadership 87

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.

CEM 60

CEM CRM Conference Employee Engagement 60

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.

CEM 60

CEM How To eBook Study 60

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. .

CEM 60

CEM Social Media Conference Customer Experience Management 60

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.”

Tools 60

Tools Marketing CEM eBook 60

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.

CEM 60

CEM Retail Consulting Conference 60

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.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

MAY 26, 2015

4: Leadership is everything. Leadership is doing what is right when no one is watching. — George Van Valkenburg. Leadership is putting your team first and yourself second. Leadership is never asking your team to do something you wouldn’t do. Leadership means recognizing that everyone is equal.

Leadership 60

Leadership CEM Course Travel 60

Beyond Philosophy

APRIL 14, 2015

To learn more ways you can detect buy in on your Customer Experience Agenda, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four bestselling books and an engaging keynote speaker. Blogs Customer Experience Thought Leadership'

Chief Customer Officer 60

Chief Customer Officer CEM Call Center Customer Care 60

Beyond Philosophy

APRIL 4, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? Colin is an international author of five bestselling books and an engaging keynote speaker.

CEM 60

CEM Groups Consulting Exercises 60

Beyond Philosophy

APRIL 4, 2016

To help improve your Customer Experience sign up for our Certified Foundation CEM Training starting on April 8th. If you enjoyed this post, you might be interested in the following blogs: Is Leadership Really on Board with Your CX Agenda? Colin is an international author of five bestselling books and an engaging keynote speaker.

CEM 60

CEM Groups Consulting Exercises 60

Experience Investigators by 360Connext

MARCH 12, 2018

Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. And we don’t mean in the way you think they walk. We look for the paths they create, based on the barriers they’ve encountered with the channels, processes and journeys created for them.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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. In his 2010 book, Marketing 3.0: Michael Lowenstein, Ph.D.,

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. As we see them (and as fully described in Customer WinBack, a book co-authored with my colleague Jill Griffin), there are three major phases of a complete customer life cycle: Targeting/Acquisition, Retention/Loyalty, and Lost/Won-Back. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. Michael Lowenstein, Ph.D.,

Video 60

Video Marketing Social Media Conference 60

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.

Customer Centricity 60

Customer Centricity Retail Leadership Customers 60

Beyond Philosophy

JUNE 11, 2015

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

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JULY 5, 2015

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

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

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 60

B2C B2B Metrics Analysis 60

Beyond Philosophy

JUNE 23, 2015

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

Wireless 60

Wireless Marketing Advertising e-support 60

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 is an international author of four bestselling books and an engaging keynote speaker. He describes two systems in our brain that explain our thought processes.

System 60

System Consumers Connections Customer Experience 60

Beyond Philosophy

JUNE 4, 2015

Colin is an international author of four bestselling 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. The post 3 Ways to Use Mobile To Your Advantage appeared first on.

Omni-Channel 60

Omni-Channel Sports Retail Video 60

Beyond Philosophy

MAY 14, 2015

Colin is an international author of four bestselling 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. Source: Morris, Tricia. 19 March 2015.

Self Service 60

Self Service Exercises Call Center Analysis 60

Beyond Philosophy

APRIL 30, 2015

Colin is an international author of four bestselling 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. The post Building Loyalty Doesn’t Need a Card appeared first on.

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Beyond Philosophy

JULY 14, 2015

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.

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

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. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Gainsight

DECEMBER 23, 2019

Previously, she was a Senior Customer Success Leader at both Zuora and Cornerstone OnDemand helping to scale both those SaaS businesses and prior to that she spent five years at SalesForce in various leadership roles. And you have to get alignment on the CEM otherwise it falters and sputters. Welcome, April. .”

Customer Success 52

Customer Success How To Customers Sales 52

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

PeopleMetrics

MARCH 7, 2018

Chances are you haven't been trained in that role - there’s no degree in customer experience leadership (at least right now - maybe there will be some day). You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Nonetheless, it's an amazing role to have. What makes a great CX leader.

System 76

System Feedback CEM Management 76

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

MARCH 10, 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. What do you do when you make a mistake? Please click here to learn more.

CEM 60

CEM Policies Customer Retention Conference 60

Beyond Philosophy

FEBRUARY 17, 2015

For more concepts like the Peak End Rule and other important Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Colin is an international author of four bestselling books and an engaging keynote speaker. Blogs Thought Leadership'

CEM 60

CEM Study Course Leadership 60

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Consumers 60

Consumers Self Service Study Retail 60