4 Actions to Exceed Customer Expectations
Beyond Philosophy
NOVEMBER 24, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
CEM Conference Customer Experience Management 
The Always Up-To-Date Guide To CX Events
Kerry Bodine
JUNE 20, 2015
I’m often asked about customer experience conferences: What’s out there? Which conferences would I recommend? Customer Success Association’s Customer SuccessCon East. Design Management Institute’s Design Leadership Conference. Service Design Network’s Global Conference.
Conference 
120
120 Join 97,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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 (..)
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.
5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
The Value of Customer Experience, Quantified.
4 Things We Can All Learn from a Retail Customer Experience
Beyond Philosophy
NOVEMBER 4, 2014
Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience
Retail 148
148 
5 Reasons Your KPIs Are Hurting Your Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
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.
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
We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management.
CEM 60
60 
How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
How is Your Business Dealing with the Paradox of Choice?
Beyond Philosophy
NOVEMBER 4, 2014
Blogs Customer Emotions Customer Experience 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 industry customer experience management Customer Experience<
CEM 113
113 
Has Your CX Lost The Human Touch?
PeopleMetrics
JUNE 26, 2019
Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience. Why are we measuring engagement but not resolution?
Chatbots 115
115 4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
View our books on Customer Experience here.
Don’t Disappoint your Customers this Holiday Season
Beyond Philosophy
DECEMBER 23, 2014
Blogs Customer Emotions Customer Experience 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 industry customer experience management Customer Experience<
CEM 98
98 
C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme
CSM Magazine
JULY 27, 2015
Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.
CEM 40
40 
eBay & PayPal’s Split is Good for Customers
Beyond Philosophy
OCTOBER 8, 2014
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.
July 2014 News – New Fall CEM Program, What Taylor Swift Knows about Customer Experience and more
Strativity
JULY 18, 2014
They will be receiving a complimentary Customer Experience Management Workshop on behalf of Clicktools , a Strativity partner. . . Customer Experience Management Certification. . HCI Employee Engagement Conference. . Get a free assessment and customized report.
CEM 40
40 
State of Business-to-Business Customer Experience Management
ClearAction
JANUARY 14, 2015
State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.
Customer Centric Decisions
ClearAction
DECEMBER 16, 2017
Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Customer experience management is a discipline that’s sorely needed in every industry.
7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more.
CEM 60
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. If you enjoyed this post, you might be interested in the following blogs: Apologizing in a Way That Promotes Customer Loyalty.
CEM 60
60 
Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor
Beyond Philosophy
OCTOBER 24, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
ROI 74
74 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. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences. Please click here to learn more.
CEM 60
60 
What Can We Learn from Restaurants and Casinos?
Beyond Philosophy
FEBRUARY 24, 2015
Do you know the psychological cues in your experience? For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . An Inside Look at the Casino Experience. Recognizing the Subconscious Experience.
CEM 60
60 
2015 Temkin Group CX Vendor Excellence Award Winners
Experience Matters
APRIL 7, 2015
1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. ResponseTek.
Groups 120
120 Philosophies to Improve Your Customer Experience in 2015
Beyond Philosophy
JANUARY 12, 2015
The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement'
Subconscious Clues That Call People to Action
Beyond Philosophy
FEBRUARY 3, 2015
. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.
CEM 60
60 
My First 90 Days: The Secrets You Must Know About Your New Job
Beyond Philosophy
JANUARY 28, 2015
The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.
CEM 60
60 
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. Last night, the event kicked off with a beachfront welcome reception where executives from the world’s top brands mingled and looked forward to the program ahead.
Omni-Channel 40
40 POV: The Choice Dilemma
Responsetek
MAY 4, 2018
Economists have long taught us that choice confers on us freedom, personal responsibility, self-determination and autonomy. Understanding the impact the current portfolio has on customer choice, and speed of choice, and what levers can be utilised to ensure the customers act in favour of a particular brand. .
CEM 40
40 
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
Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.
Video 60
60 The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise
Beyond Philosophy
DECEMBER 23, 2015
They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.
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 ‘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.
Wireless 60
60 
When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!
Beyond Philosophy
JUNE 17, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.
Consumers 60
60 McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!
Beyond Philosophy
JUNE 1, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.
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.
Gamification 60
60 3 Ways to Use Mobile To Your Advantage
Beyond Philosophy
JUNE 4, 2015
Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more!
Omni-Channel 60
60 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.,
The Problem with Self Service
Beyond Philosophy
MAY 14, 2015
More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.
Self Service 60
60 
Why Gut Decisions Are Sometimes Wrong
Beyond Philosophy
MAY 12, 2015
There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.
System 60
60 
Building Loyalty Doesn’t Need a Card
Beyond Philosophy
APRIL 30, 2015
Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. So now what do we do to build Customer Loyalty? In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits.
Loyalty 60
60 
Let's personalize your content