4 Actions to Exceed Customer Expectations
Beyond Philosophy
NOVEMBER 24, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
CEM Consulting Loyalty 
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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Forget About the Wow. What Should You Fix NOW?
Experience Investigators by 360Connext
JANUARY 8, 2018
They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). appeared first on Customer Experience Consulting. Ask your front-line folks.
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
Blogs 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 Program customer experiences (..)
5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures.
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 ?
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
Blogs 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 Program customer experiences (..)
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. But we can help with that. Will it pay off? What about 1 minute less?
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. But we can help with that. Will it pay off? What about 1 minute less?
4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you. Boost the value you provide.
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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
They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. Customer loyalty behavior is a paramount enterprise goal.
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What Does The Scottish Independence Vote Have to Do with Customer Experience?
Beyond Philosophy
OCTOBER 29, 2014
Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)
An Overview of Customer Experience
InMoment XI
AUGUST 9, 2024
Customer experience can also be referred to as customer experience management (CXM or CEM). From increased loyalty and customer lifetime value to decreased churn, the customer experience is key to achieving your goals. Watermark Consulting. Why is Customer Experience Important? 6 Things Customer-Centric Companies Do Differently.
How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 2014
Blogs 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 Program customer experiences (..)
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.
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154 4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you. Boost the value you provide.
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 Program (..)
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113 3 Predictive Strategies to Drive Revenue and Impact the Bottom Line
CloudCherry
AUGUST 30, 2018
While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. These changes are frequently led by your CEM. To get this level of information out of consultants would take months.
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150 Are you Prejudiced?
Beyond Philosophy
SEPTEMBER 17, 2014
I use stories all the time when I am consulting with clients on Customer Experiences. Using our natural propensity for prejudice to help evoke the proper emotions in a Customer Experience is a great strategy for building loyalty and branding for your organization. Blogs Customer Emotions'
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120 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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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 Program (..)
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6 Customer Experience Practices of Loyalty Leaders
Bob Hayes
FEBRUARY 2, 2015
In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.
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40 These 13 Customer Experience Practices will Improve Customer Loyalty
Bob Hayes
AUGUST 15, 2016
In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By adopting these activities into your CEM program, you improve the probability of your success. First, let's review CEM programs. Practices in Customer Experience Management Programs.
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40 2015 Temkin Group CX Vendor Excellence Award Winners
Experience Matters
APRIL 7, 2015
They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. We help businesses mature their program over time with expert consulting services.
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120 Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!
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. Customer loyalty programs are especially popular among retailers. The company has long claimed that a loyalty program isn’t needed because their prices are so low.
CEM Insights: When it comes to Omni-Channel Consistency, the Customer is Always Right
Responsetek
MAY 3, 2018
Omnichannel consistency is worth the effort; it can create a point of differentiation that leads to greater customer loyalty. Avoid this risk by partnering with a reputable CEM platf orm provider with deep experience set in your industry. 3 Steps to Establish an Omnichannel Listening Strategy. Vice President Sales, ResponseTek.
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McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!
Beyond Philosophy
JUNE 1, 2015
And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,
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.
6 Steps to a Great Apology
Beyond Philosophy
MARCH 10, 2015
Be careful here, however, because sometime you can unwittingly do too much to compensate, which can undermine future loyalty. 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. Small Talk and Trust.
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Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor
Beyond Philosophy
OCTOBER 24, 2014
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 industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)
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Customer Experience Map Vs. Customer Journey Map: Diving Deep into the Intricacies
NobelBiz
OCTOBER 24, 2023
It provides a holistic view of the entire customer journey, starting from the initial awareness phase and continuing through to the loyalty phase. Loyalty program enrollment for customer retention. Providing exclusive offers through loyalty programs. Self-service web portal for issue resolution. What is a Customer Journey Map?
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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Don't Get Caught Off Guard By A Poor Customer Experience
Middlesex Consulting
OCTOBER 11, 2015
Depending on how you answer these questions will give you the insight on whether your CX effort is built on a house of cards like the carrier in my art shipping fiasco, or built to execute and show off a team capable of delivering that customer loyalty building experience. Middlesex Consulting and DG Associates are strategic partners.
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10 Customer Experience Statistics that your Business should know!
SurveySensum
JULY 9, 2019
Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate. In the literature on CEM, it is quoted, “customer experience is a significant contributor to business failure if not handled intelligently.”. Source: Journal of Governance and Regulation).
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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 3 Examples of Change for the Better in Airlines
Beyond Philosophy
MARCH 5, 2015
The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.
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60 Stop Making These Mistakes with Your Customer Experience
Beyond Philosophy
MARCH 28, 2016
Not only does an investment in the experience improve the Customer Loyalty, but it also reduces the costs associated with your Customer Service channels. Leaving the emotions of an experience up to chance is a risky way to gamble with the loyalty of your Customers—particularly when competition is fiercer than ever. Are you one of them?
Use The Peak-End Rule To Make Your Customer Experience Program Cost Effective
Middlesex Consulting
MARCH 5, 2018
I realized that four of the attendees were either looking for a new position or gave up looking and started consulting. We might expect that as customer satisfaction increases (as measured by comparing experiences to expectations), customer loyalty would increase at a faster pace.
Use The Peak-End Rule To Make Your CX Program Cost Effective
Middlesex Consulting
MARCH 5, 2018
I realized that four of the attendees were either looking for a new position or gave up looking and started consulting. Although we might have expected that as customer satisfaction increases (as measured by comparing experiences to expectations), customer loyalty would increase at a faster pace.
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Hypocrisy revealed of major US company
Beyond Philosophy
APRIL 13, 2016
They drive what we remember about a brand and what we expect from them in return for our loyalty. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Join Beyond Philosophy for the Certified Advanced CEM Training.
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Hypocrisy revealed of major US company
Beyond Philosophy
APRIL 13, 2016
They drive what we remember about a brand and what we expect from them in return for our loyalty. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Join Beyond Philosophy for the Certified Advanced CEM Training.
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