Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. In my experience, banks don’t ever put the customer first.

Banking 138

Banking Culture Employee Engagement CEM 138

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.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Clarabridge

NOVEMBER 30, 2016

But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. The employee experience. Are your employees happy? Do they have the knowledge and the authority to help your customers? Are they engaged? Lisa holds a B.A.

Customer Experience 74

Customer Experience CEM Employee Experience Customer Experience Management 74

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.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM Conference 74

SurveySparrow

OCTOBER 12, 2020

360 Degree Feedback: Measure and manage employee experience journey with 360 degree feedback software. Use the employee portal to track all the activities and performance of each employee in your organization. Airtable CRM vs SurveySparrow CEM. SurveySparrow’s Customer Experience Management.

CEM 52

CEM Net Promoter Score CRM NPS 52

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. Consider the employee environment at Google. What is affecting one will affect the other.

CEM 60

CEM Customer Journeys Employee Experience Employee Engagement 60

Beyond Philosophy

FEBRUARY 2, 2015

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Tools 60

Tools Marketing CEM eBook 60

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

CEM eBook Conference Customer Centricity 60

Clarabridge

NOVEMBER 30, 2016

But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. The employee experience. Are your employees happy? Do they have the knowledge and the authority to help your customers? Are they engaged? Lisa holds a B.A.

Customer Experience 40

Customer Experience CEM Employee Experience Customer Experience Management 40

SurveySparrow

OCTOBER 22, 2020

It’s essential to gauge your customer’s onboarding experience. As a product manager if you want to improve your customer experience, then SurveySparrow’s CEM or Customer experience management software is the best pick for your business.

Tools 59

Tools Management Net Promoter Score CEM 59

SurveySensum

APRIL 21, 2023

It’s a customer experience management platform that helps companies make customer feedback actionable. SurveySparrow Surveysparrow is a complete omnichannel experience management platform. It specializes in customer, product, and employee experience.

Survey 52

Survey Multi-Channel Analysis Feedback 52

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

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

Self Service Exercises Call Center Analysis 60

PeopleMetrics

MAY 13, 2020

PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. About the Author.

Employee Experience 116

Employee Experience Communication CEM e-support 116

CX Journey

DECEMBER 26, 2014

Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things. As you start to think about the strategies and steps involved in CEM, you realize that it is a change management process in and of itself. Richard Buckminster Fuller.

Management 158

Management CEM Employee Experience Culture 158

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". The ultimate result is a culture that is laser-focused on the customer.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

FEBRUARY 25, 2021

FOLLOW US ON SOCIAL! YouTube: [link]. LinkedIn: [link]. Twitter: [link]. Instagram: [link]. Facebook: [link]. ? ? ?.

Roadmap 108

Roadmap Management CEM Software 108

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

PeopleMetrics

DECEMBER 12, 2019

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45