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. The Value of Customer Experience, Quantified. 26 August 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

SEPTEMBER 11, 2014

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. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. Hire People with a High EQ.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people that may or may not work hard, but create an environment of antagonism in their wake. They don’t engage with the vision or feel any ownership in its deployment. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 117

Culture CEM Effort Score Employee Experience 117

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. Trends Shaping Customer Engagement & CEM.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

SuiteCX

DECEMBER 22, 2015

Some certainly do aspects of it, but not many can provide a complete 360 degree view into the experience that includes insights from online and offline, data and behavior, emotional andsocial. Customer Experience will expand to focus on employee engagement. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Customer Journeys Social Media 100

Beyond Philosophy

OCTOBER 8, 2014

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

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? Are they engaged? So, what can you do as a CX pro to impact the employee experience ?

Customer Experience 74

Customer Experience CEM Employee Experience Customer Experience Management 74

Beyond Philosophy

OCTOBER 24, 2014

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

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. When considering your offer, this new generation will dig deeper into social media to find where the best employee experiences exist.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

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. Employee engagement. Airtable CRM vs SurveySparrow CEM. Engage with Your Customers.

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. By listening to them and acting, you improve employee engagement and what the VOE is saying.

CEM 60

CEM Customer Journeys Employee Experience Employee Engagement 60

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. 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.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

FEBRUARY 2, 2015

If you enjoyed this post, you might be interested in the following blogs: 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. www.spring.org.uk.

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

JANUARY 28, 2015

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. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM eBook Conference Customer Centricity 60

CloudCherry

AUGUST 9, 2018

Even traditionally non-customer facing departments like HR can offer insight into the employee experience. After the customer journey is designed, brands can begin to measure the customer’s experience across each touchpoint. Gaining a 360 view of the customer.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

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? Are they engaged? So, what can you do as a CX pro to impact the employee experience ?

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. Anyway, SurveySparrow is not only a survey tool.

Tools 59

Tools Management Net Promoter Score CEM 59

SurveySensum

APRIL 21, 2023

By doing so, SurveySensum increases the likelihood of increased engagement and response rate. Question Branching and Skip Logic: This feature helps provide a personalized survey experience to respondents by guiding them to relevant questions based on their prior responses. It specializes in customer, product, and employee experience.

Survey 52

Survey Multi-Channel Analysis Feedback 52

Beyond Philosophy

MAY 14, 2015

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 bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. 19 March 2015.

Self Service 60

Self Service Exercises Call Center Analysis 60

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 60

B2C B2B Metrics Analysis 60

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

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

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

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

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. customerexperience #cx #cem #culture #companyculture. __. Is there such a thing as a single company culture? Ian: Who are you talking about?

Culture 52

Culture Company Policies Leadership 52

CX Journey

SEPTEMBER 30, 2014

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy. customer experience employee experience'

Employee Experience 158

Employee Experience Connections Customer Experience CEM 158