Beyond Philosophy

OCTOBER 6, 2014

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. Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

OCTOBER 28, 2014

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.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Experience Investigators by 360Connext

OCTOBER 9, 2019

Collecting feedback, measuring Net Promoter Score (NPS) or Customer Satisfaction rates or any combination of metrics is not serving your customers if you don’t think bigger about what all of that data means and how you should act on it. Of course, it’s not just the business leadership that gets this language wrong.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

SuiteCX

JUNE 1, 2015

CEM – Customer Experience Management. Head here for our thought leadership on journey mapping best practices. Net Promoter Score refers to a metric that determines the likelihood your customers will recommend your product or service to others. Customer needs, emotions, perceptions.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Retently

JULY 11, 2018

With the advent of the Net Promoter Score ®, capturing relevant feedback has never been easier. In case you are not familiar with NPS2, we will further explore this next generation methodology, its main concepts and the factors that determined such Net Promoter Score evolution. Thought Leadership.

NPS 68

NPS Net Promoter Score CEM Social Media 68

SurveySparrow

JUNE 30, 2023

These are the results of meticulous planning and execution by customer experience managers (CEMs). Use tools like customer surveys, NPS (Net Promoter Score) , or CSAT (Customer Satisfaction) scores. #7 They should possess strong leadership skills to motivate and inspire others towards a customer-centric mindset.

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

Experience Matters

APRIL 7, 2015

Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices. These insights help our clients make informed, data-driven business decisions. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

JULY 14, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive?

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., 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.) The first, a B2C example, involves a major player in the cable television industry.

B2C 60

B2C B2B Metrics Analysis 60

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management.

Consumers 60

Consumers Wireless Banking Leadership 60

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Consumers 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

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. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

SmartKarrot

JULY 26, 2021

CX has to start from the top – it is a leadership responsibility. Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES). What is customer experience management (CEM or CXM)? It is important for an organization to CX it is true north.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. 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

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Consumers 60

Consumers Self Service Study Retail 60