4 Actions to Exceed Customer Expectations
Beyond Philosophy
NOVEMBER 24, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
CEM Consulting Customer Experience Management 
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 (..)
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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.
The Case FOR Customer Experience as a Business Strategy
Horizon CX
SEPTEMBER 30, 2013
Investment in Customer Experience is what some organizations have recently discovered and here are some key points just published by UK-based Syngro that make the case FOR Customer Experience as a strategy.
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An Overview of Customer Experience
InMoment XI
AUGUST 9, 2024
Customer experience programs refer to an organization’s ongoing efforts to listen to and collect customer feedback , measure customer perceptions of their experiences, and ultimately improve those experiences to encourage positive brand perception and business growth. Why is Customer Experience Important?
5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
The Value of Customer Experience, Quantified.
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.
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
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5 Reasons Your KPIs Are Hurting Your Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
Employee Culture: Why Amazon is on Top and Bank of America Isn’t
Beyond Philosophy
SEPTEMBER 11, 2014
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. 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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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.
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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<
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113 4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
View our books on Customer Experience here.
10 Best Customer Experience Management Software Companies 2024
SurveySensum
MARCH 20, 2024
If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!
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<
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8 Customer Experience Predictions for 2016
SuiteCX
DECEMBER 22, 2015
8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1.
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.
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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.
3 Predictive Strategies to Drive Revenue and Impact the Bottom Line
CloudCherry
AUGUST 30, 2018
This isn’t just about one customer interaction, it’s about making a company-wide change to prevent every customer going forward from running into the same issue. These changes are frequently led by your CEM. Typically, customer experience analysis has been farmed out to consulting firms and data analysts.
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Customer Care … CRM … Customer Experience — What’s the Difference?
ClearAction
DECEMBER 14, 2017
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Indeed, CEM encompasses all of these practices, and more.
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.
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Customer Centric Decisions
ClearAction
DECEMBER 16, 2017
As customer’s circumstances and preferences evolve, firms can do best by stepping into the customer’s shoes and innovating business models, processes, and value from the customer’s perspective. Customer experience management is a discipline that’s sorely needed in every industry.
CEM Insights: When it comes to Omni-Channel Consistency, the Customer is Always Right
Responsetek
MAY 3, 2018
With today’s socially connected consumer, the backlash is signifi cant from being perceived as paying lip service to customer feedback. Avoid this risk by partnering with a reputable CEM platf orm provider with deep experience set in your industry. Collect real-time feedback from all your customer channels.
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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? What is the right customer experience data to measure? Big data can be overwhelming. It’s just…well, big.
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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.
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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.
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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.
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Seven Useful Tips from Experts to “Close the Loop” Customer Feedback
SurveySensum
JULY 25, 2019
Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. No action on bad experience can affect the bottom line! Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Churn out customer interaction .
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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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.
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10 Customer Experience Statistics that your Business should know!
SurveySensum
JULY 9, 2019
In the present era, there is a reason why brands are investing more in AI technologies to provide better customer experience. Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate. Source: Journal of Governance and Regulation).
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45 You Can’t Legislate Customer Centricity
Beyond Philosophy
JANUARY 26, 2015
The post You Can’t Legislate Customer Centricity appeared first on Beyond Philosophy.
Customer Experience is a waste of time – part 3
Ian Williams
JUNE 10, 2019
Is the problem Customer Experience itself or the way in which it’s being done? In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. . CET vs. CEM. One key consideration is the lack of differentiation between transformation & management.
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40 Don't Get Caught Off Guard By A Poor Customer Experience
Middlesex Consulting
OCTOBER 11, 2015
Dennis Gershowitz is the founder and president of DG Associates, a consulting firm that specializes in driving service revenues and profits through the development and implementation of customer experience management (CEM) strategy and service operations improvements.
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Customer Experience is a waste of time – part 2
Ian Williams
JUNE 10, 2019
So the message from the CEO has to be clear, consistent, reasoned and forceful; and their senior team not only have to echo that sentiment, but also have to have the strength to be able to guide/ force that sentiment through the middle management layers as well. Under these circumstances, CEM is destined to fail.
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49 Subconscious Clues That Call People to Action
Beyond Philosophy
FEBRUARY 3, 2015
Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”.
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60 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'
These 13 Customer Experience Practices will Improve Customer Loyalty
Bob Hayes
AUGUST 15, 2016
Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. First, let's review CEM programs.
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6 Customer Experience Practices of Loyalty Leaders
Bob Hayes
FEBRUARY 2, 2015
Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success.
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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.
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Customer Experience: The Evolution and The Revolution
Maru/HUB
JANUARY 17, 2018
MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion by 2019, the customer analytics market from $1,623.2 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. billion in 2014 to $8.39
8 Ways to Tell Whether Your CEO Supports You
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. 5 Reasons Your KPIs are Hurting Your Customer Experience. Blogs Customer Experience Thought Leadership'
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