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.
CEM Conference Consumers 
Do You Harness the Power of Habit in Your Marketing Yet?
Beyond Philosophy
NOVEMBER 11, 2014
“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Their primary goal in the marketing campaign is to convey this to consumers. What they have discovered that this isn’t an easy task.
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Are You Deliberate with Your Customer Strategy or Just Taking a Chance?
Beyond Philosophy
NOVEMBER 6, 2014
Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.
4 Things We Can All Learn from a Retail Customer Experience
Beyond Philosophy
NOVEMBER 4, 2014
In my post, “ Engaging the Subconscious Shopper ,” I mention a Nielson report that reports that milk drives consumers to the store 59% of the time. Grocery stores know that most people are there for the essentials: milk, eggs and bread. So do grocery stores put the milk right up front so you can get in and out quickly? Not a chance.
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5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.
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.
What Does The Scottish Independence Vote Have to Do with Customer Experience?
Beyond Philosophy
OCTOBER 29, 2014
The same change in price framed differently has a significant effect on consumer behavior…. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.
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 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.
How is Your Business Dealing with the Paradox of Choice?
Beyond Philosophy
NOVEMBER 4, 2014
Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. Understanding the power of choice and the pitfalls of it, however, can release an organization from this circle as well as help them define closures that can help consumers feel better about their decision.
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113 4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.
Don’t Disappoint your Customers this Holiday Season
Beyond Philosophy
DECEMBER 23, 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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eBay & PayPal’s Split is Good for Customers
Beyond Philosophy
OCTOBER 8, 2014
What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. PayPal has a perception problem.
Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor
Beyond Philosophy
OCTOBER 24, 2014
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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7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.
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60 6 Steps to a Great Apology
Beyond Philosophy
MARCH 10, 2015
For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake? I’d be interested to hear your insight in the comments below. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.
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What Can We Learn from Restaurants and Casinos?
Beyond Philosophy
FEBRUARY 24, 2015
As Professor Ryan Hamilton will be going though is our upcoming training event, “ Examining Consumer Psychology: How to Influence Customer Decisions ,” these types of theories and their implications can have a profound influence on consumer behavior. Do you know the psychological cues in your experience?
CEM 60
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. I would love to read below in the comments of the irrational things that you do in your day-to-day life. Please click here to learn more. appeared first on Beyond Philosophy.
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Subconscious Clues That Call People to Action
Beyond Philosophy
FEBRUARY 3, 2015
Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t. 4 September 2014. <
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How to Get People to Do What You Want
Beyond Philosophy
JANUARY 23, 2015
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 Get People to Do What You Want appeared first on Beyond Philosophy.
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60 3 Examples of Change for the Better in Airlines
Beyond Philosophy
MARCH 5, 2015
View our books on Customer Experience here. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.
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60 Philosophies to Improve Your Customer Experience in 2015
Beyond Philosophy
JANUARY 12, 2015
Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement' Follow Colin Shaw on Twitter @ColinShaw_CX.
How Biased Are Your Customers?
Beyond Philosophy
APRIL 18, 2016
Also, he says the data shows that older consumers tend to give higher scores than younger ones. I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. Find out more and register here for Unite, the Net Promoter Conference. Join Beyond Philosophy for the Certified Advanced CEM Training.
How Biased Are Your Customers?
Beyond Philosophy
APRIL 18, 2016
Also, he says the data shows that older consumers tend to give higher scores than younger ones. I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. Find out more and register here for Unite, the Net Promoter Conference. Join Beyond Philosophy for the Certified Advanced CEM Training.
When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!
Beyond Philosophy
JUNE 17, 2015
Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return. And, it will only become more complicated as more companies invest more dollars in content marketing, competing for the consumer’s attention. Where Is Content Marketing Headed?
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My First 90 Days: The Secrets You Must Know About Your New Job
Beyond Philosophy
JANUARY 28, 2015
Follow Colin Shaw on Twitter @ColinShaw_CX. The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.
CEM 60
60 2015 Temkin Group CX Vendor Excellence Award Winners
Experience Matters
APRIL 7, 2015
The Confirmit Community Conferences held in Orlando, San Francisco, Oslo and London last year brought together industry leaders and heroes from ViaSat Inc., and Harvard Business Publishing, were honored at the conferences 2014. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. Rant and Rave.
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120 What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do
Beyond Philosophy
JUNE 29, 2015
This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information. building trust and value for Target stakeholders.
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The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?
Beyond Philosophy
DECEMBER 22, 2015
As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.
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POV: The Choice Dilemma
Responsetek
MAY 4, 2018
Have you ever walked into a supermarket to buy a new product, something you haven’t consumed before and stood in front of the aisle, caught in a paralysis of knowing which choice to make given the multiple brands and variants you are faced with? He argues that eliminating consumer choice can greatly reduce anxiety for shoppers.
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40 Inspiring a CX Revolution: C3 2017 Day 1 Highlights
Clarabridge
MAY 2, 2017
A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. Attendees enjoyed learning about how to implement stellar customer service over social media, since being accessible on these channels has gone from “a nice-to-have to a must-have” for today’s digitally savvy consumers.
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40 Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….
Beyond Philosophy
JUNE 11, 2015
Consumers seem to be increasingly aware of the benefits, in both purchases and information, that they are providing to vendors, and they are putting more and more pressure on these companies, in both loyalty programs and the act of shopping and the purchase transaction itself, to provide more personal value.
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State of Business-to-Business Customer Experience Management
ClearAction
JANUARY 14, 2015
As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. If you currently manage CEM and work for a B2B company, please join the new Business-to-Business Customer Experience Management LinkedIn Group!
Like Just About All of Their Customers… I LOVE Wegmans!!!
Beyond Philosophy
JUNE 2, 2015
The company, which is well-known for its food selection and quality (you can even custom blend your own trail mix), and for its empowered, well-trained and proactive employees, was recently named the best supermarket chain in America by Consumer Reports ; and, yes, it certainly might be the best retailer in the world.
Why Gut Decisions Are Sometimes Wrong
Beyond Philosophy
MAY 12, 2015
Nothing could be further from the truth in both Business-to-Consumer and Business-to-Business situations, we know that Customers are irrational. This fact is why dealing with Customers is so difficult. Most organizations make the mistake thinking Customers are rational beings and only make decisions logically.
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Building Loyalty Doesn’t Need a Card
Beyond Philosophy
APRIL 30, 2015
Consumers are noticing it and are disappointed. Bottom Line: Reward Programs Need to Be a Great Experience for Customers. It’s tougher than ever to build loyalty. The old way of doing things doesn’t work the way it used to. The good news is they still think loyalty rewards are important–as long as they are the right ones.
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When B2B and B2C Key Performance Metrics Flatline….
Beyond Philosophy
JUNE 20, 2015
If anything, due to the more critical nature of touch points, performance, brand perception, and relationships in B2B, bonding may well be more important in this arena than in the business-to-consumer world. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. appeared first on.
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60 The Problem with Self Service
Beyond Philosophy
MAY 14, 2015
Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). (Source: Brian Manusama, Gartner.com ). While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Clearly, more Customers want self-service options.
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60 Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?
Beyond Philosophy
JUNE 4, 2015
From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. In his 2010 book, Marketing 3.0:
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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
As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.
The Power of Servant Leadership to Build and Sustain Stakeholder Value
Beyond Philosophy
DECEMBER 14, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.
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60 The Power of Servant Leadership to Build and Sustain Stakeholder Value
Beyond Philosophy
AUGUST 13, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.
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60 What Customer-Centric Companies Must Do To Become Customer-Obsessed
Beyond Philosophy
JULY 5, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.
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