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.
The Case FOR Customer Experience as a Business Strategy
Horizon CX
SEPTEMBER 30, 2013
Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.
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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!
Trending Sources
Do You Harness the Power of Habit in Your Marketing Yet?
Beyond Philosophy
NOVEMBER 11, 2014
With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?
What is Customer Engagement Marketing?
Oracle
APRIL 3, 2019
Enter customer engagement marketing (CEM). What is CEM? In an interview for this article, Paul Miser, CEO & Co-Founder, Chinatown Bureau, a digital strategy consulting agency, suggests that this approach helps brands fulfill customer expectations, too. ” So, how does a business begin to create a CEM strategy ?
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.
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.
4 Things We Can All Learn from a Retail Customer Experience
Beyond Philosophy
NOVEMBER 4, 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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Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.
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.
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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Employee Culture: Why Amazon is on Top and Bank of America Isn’t
Beyond Philosophy
SEPTEMBER 11, 2014
Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Blogs Employee Experience'
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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.
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.
How Sports Results Affect Our Decision Making
Beyond Philosophy
SEPTEMBER 26, 2014
The post How Sports Results Affect Our Decision Making appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Register today for this fantastic webinar presented by Bob Downie, Chief Executive, the Royal Yacht Britannia, who will tell you how. Blogs Customer Analysis'
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Right or Wrong? Protecting Yourself Against Other Passengers
Beyond Philosophy
SEPTEMBER 23, 2014
Protecting Yourself Against Other Passengers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX The post Right or Wrong?
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Forget About the Wow. What Should You Fix NOW?
Experience Investigators by 360Connext
JANUARY 8, 2018
appeared first on Customer Experience Consulting. This post was written for and a version originally appeared on the CallidusCloud CX blog. The post Forget About the Wow. What Should You Fix NOW?
4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
The post 4 Ways to Gain Customers’ Trust in Data Security appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. View our books on Customer Experience here. Blogs Thought Leadership'
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How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 2014
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. Colin is an international author of four best-selling books and an engaging keynote speaker. Blogs Customer Experience'
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.
4 Ways to Get Customers to do What You Want
Beyond Philosophy
SEPTEMBER 19, 2014
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. Blogs Expert''s Insights'
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118 3 Steps to Becoming #1 on Trip Advisor
Beyond Philosophy
OCTOBER 3, 2014
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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An Overview of Customer Experience
InMoment XI
AUGUST 9, 2024
Customer experience can also be referred to as customer experience management (CXM or CEM). Watermark Consulting. Why is Customer Experience Important? Did you know that 86% of consumers are willing to pay more for a product or service if they have a great customer experience? 6 Things Customer-Centric Companies Do Differently.
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. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.
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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 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. Blogs Customer Experience'
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119 Are you Prejudiced?
Beyond Philosophy
SEPTEMBER 17, 2014
I use stories all the time when I am consulting with clients on Customer Experiences. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. They are important to your organization to help create an emotional relationship with your brand. Blogs Customer Emotions'
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120 How is Your Business Dealing with the Paradox of Choice?
Beyond Philosophy
NOVEMBER 4, 2014
. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].
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3 Predictive Strategies to Drive Revenue and Impact the Bottom Line
CloudCherry
AUGUST 30, 2018
These changes are frequently led by your CEM. Typically, customer experience analysis has been farmed out to consulting firms and data analysts. To get this level of information out of consultants would take months. The insights from predictive analytics are only valuable if they are put into action.
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150 4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
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. View our books on Customer Experience here.
Do You Have a Secretly Toxic Employee Problem?
Beyond Philosophy
OCTOBER 20, 2014
appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX The post Do You Have a Secretly Toxic Employee Problem? Blogs Employee Experience Thought Leadership'
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Putting the Power of Your People to Work for Customer Centricity
Beyond Philosophy
OCTOBER 20, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX The post Putting the Power of Your People to Work for Customer Centricity appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Employee Experience Thought Leadership'
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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8 Customer Experience Predictions for 2016
SuiteCX
DECEMBER 22, 2015
Organizationally, CEM teams tend to come from the Marketing and Service departments. Companies will begin to use CEM to develop new products and services. Bottom line, companies will need to improve the employee experience in order to improve the customer experience. suitecx ©2015, suitecx Inc.
CEM Insights: When it comes to Omni-Channel Consistency, the Customer is Always Right
Responsetek
MAY 3, 2018
Avoid this risk by partnering with a reputable CEM platf orm provider with deep experience set in your industry. The post CEM Insights: When it comes to Omni-Channel Consistency, the Customer is Always Right appeared first on ResponseTek. 3 Steps to Establish an Omnichannel Listening Strategy. Vice President Sales, ResponseTek.
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40 2015 Temkin Group CX Vendor Excellence Award Winners
Experience Matters
APRIL 7, 2015
We help businesses mature their program over time with expert consulting services. We speak, blog, write industry articles, consult with clients and develop methodologies and documentation to improve our client’s VoC/CX practices. Our services team has helped with over 1,000 customer experience management initiatives. ResponseTek.
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120 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. If you would like to follow Beyond Philosophy click here.
Choose the Right Customer Experience Data to Make a Difference
Clarabridge
MARCH 21, 2017
And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? Focus on omni-channel analysis to provide a holistic CEM picture. Big data can be overwhelming. It’s just…well, big. Let us show you.
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Customer Care … CRM … Customer Experience — What’s the Difference?
ClearAction
DECEMBER 14, 2017
All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.
Customer Centric Decisions
ClearAction
DECEMBER 16, 2017
CEM is enterprise-wide dedication to serving customer needs from their perspective. CEM recognizes that businesses exist to serve customer needs — not the other way around — and by doing so, customers provide revenue for paychecks and budgets and shareholder value. Image licensed to ClearAction by Shutterstock.
Reframing the B2B Engagement Journey – CX On ECXO Executive Sessions
ECXO
APRIL 14, 2023
Christopher is a customer strategist with over 20 years of agency, clientside, and consultancy experience working with corporates across Europe, Asia, and the Americas. In everything, he does look to the outcome as the goal rather than the challenge to overcome or fix.
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Customer Experience is a waste of time – part 2
Ian Williams
JUNE 10, 2019
Where it can all go wrong is where the CEO or members of the senior team play lip service to CEM, creating cynicism amongst middle management, front-line and back office teams. Under these circumstances, CEM is destined to fail. Another instance where CEM can go wrong is where it is deputised within the organisation.
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American Airlines Creating Wi-Fi Friction
PeopleMetrics
FEBRUARY 13, 2018
Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.
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How To Evolve Your Customer Engagement Practices To Improve CX, Agent Satisfaction, and Revenue
Bold360
AUGUST 18, 2020
Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX.
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52 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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Customer Education Managers & Customer Success Managers: Who Does What?
Gainsight
JANUARY 11, 2024
.” While customer education didn’t gain the widespread recognition it deserved until relatively recently, it’s quickly gaining mainstream status, and the role of Customer Education Manager (CEMs) is becoming common. Let’s demystify these roles to answer some fundamental questions: How are CSMs and CEMs different?
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