Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. So, there you have it.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

CloudCherry

MARCH 19, 2019

Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves. While these metrics can help CX and marketing teams tell descriptive stories about the state of the customer’s experience, they aren’t credible when it comes to making business decisions. Reduce Costs.

Financial 218

Financial Metrics Customer Journeys NPS 218

Beyond Philosophy

NOVEMBER 24, 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 management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature (..)

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

LiveChat

NOVEMBER 21, 2017

Customer Experience Managers (CXM or CEM for short) have recently raised as one of the top priority positions in many international companies. What I have found is that customer satisfaction is more important than making individual profits on every sale. – Customers don’t expect you to be perfect. Donald Porter.

Customer Experience Management 63

Customer Experience Management CEM Customer Experience Management 63

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 (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

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

CEM CRM Conference Employee Engagement 60

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

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.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

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.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Call Experts

JULY 28, 2022

A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. Contact Centers can reduce the risk of losing customers by providing superior customer service and support.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

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.

CEM 98

CEM eBook Social Media Customer Centricity 98

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

JANUARY 26, 2015

The post You Can’t Legislate Customer Centricity appeared first on Beyond Philosophy.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

FEBRUARY 3, 2015

. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

CEM 60

CEM Retail Consulting Conference 60

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. How are CSMs and CEMs the same? How are CSMs and CEMs the same?

CEM 52

CEM Customer Success Management Customers 52

CloudCherry

AUGUST 9, 2018

Think about it: development is tracking website visits and server logs, marketing is tracking ad views and leads and, service teams are tracking questions and customer satisfaction. True predictive platforms are able determine the key drivers of customer engagement leading to more accurate ROI predictions.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

Clarabridge

OCTOBER 13, 2017

We’ve all learned how important customer satisfaction is. Highly engaged customers buy more, promote more, and demonstrate more loyalty. In fact, Bain found engaging with customers can result in 40% more revenue per person. are you really engaging? Or did you just check that box?

How To 45

How To Effort Score Social Media Customer Service Representative 45

SmartKarrot

JUNE 29, 2022

If you are not using a customer experience management (CEM) platform, you are missing out on a wealth of information and opportunities to improve your customer experience. Otherwise, you risk giving up valuable resources without achieving real results or improving customer satisfaction levels. Conclusion.

Tips 11

Tips Customer Experience Social Media CEM 11

SurveySparrow

JULY 23, 2023

Let’s open the stage with a quote from Bill Gates, “Your most unhappy customers are your greatest source of learning.” ” This quote beautifully captures the essence of Customer Experience Management (CEM). Explore the Fabulous 10 CEM Tools 1. Pricing : Custom pricing.

Customer Experience Management 52

Customer Experience Management Tools CEM Omni-Channel 52

GetFeedback

MAY 23, 2019

A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. In essence, VoC gives your customers a voice within your organization. . They’re used in different ways to make different decisions.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

NobelBiz

FEBRUARY 21, 2023

While there is no single, all-encompassing definition of customer engagement, it can be thought of as a customer’s feeling for a brand. For call centers, customer engagement is a proxy for the quality of the relationship between their business and their client. How critical is customer engagement?

Call Center 52

Call Center Customer Engagement Technology Engagement 52

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

SmartKarrot

SEPTEMBER 2, 2021

With the help of this useful sales tool, companies can manage leads, track customer progress, improve sales performance, streamline processes, and manage opportunities. What is a Customer Success Platform? It is a smart way to provide the utmost customer satisfaction for preventing customers from churning.

Customer Relationship Management 10

Customer Relationship Management Customer relationships Software Customer Success 10

SmartKarrot

SEPTEMBER 2, 2021

With the help of this useful sales tool, companies can manage leads, track customer progress, improve sales performance, streamline processes, and manage opportunities. What is a Customer Success Platform? It is a smart way to provide the utmost customer satisfaction for preventing customers from churning.

Customer Relationship Management 10

Customer Relationship Management Customer relationships Customer Success Management 10

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . As a professional programmer, I understand flow.

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . As a professional programmer, I understand flow.

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

Experience Matters

APRIL 7, 2015

We brought the industry’s first customer engagement hub to market. The 2014 launch of Horizons Version 18 introduced Confirmit SmartHubTM, the industry’s first customer engagement hub that enables businesses to capture, analyze and respond to customer and market feedback across multiple channels and sources in real-time.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

SEPTEMBER 16, 2020

You can use an ideal NPS software or a modern CEM platform to design the survey questions to get a more comprehensive perspective on your customers, be it the current or potential ones. Examples can be to identify the communication channel that your customer uses, his personal details, etc.

NPS 59

NPS Net Promoter Score Data How To 59

Retently

JULY 11, 2018

However, since the market landscape evolved – shifting the focus from survey data towards a more complex customer satisfaction management approach – the more advanced NPS2 paved its way. Customer experience management ( CEM ) is also another way to refer to this methodology. What Is NPS2?

NPS 90

NPS Net Promoter Score CEM Social Media 90

SurveySensum

JANUARY 27, 2022

Choose the right customer experience software to create long-lasting connections with your customers! Gather valuable feedback, analyze them, and act on time to improve customer engagement and experience with SurveySensum’s powerful customer experience software. What is Customer Experience software?

Software 59

Software Customer Experience CEM Analysis 59

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

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.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60