Conference Customer Experience Management Customer Satisfaction 
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.
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 Emotiona
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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 (..)
Beyond Philosophy
NOVEMBER 6, 2014
Colin is an international author of four best-selling books and an engaging keynote speaker.
Beyond Philosophy
NOVEMBER 10, 2014
The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.
Beyond Philosophy
OCTOBER 28, 2014
Follow Colin Shaw on Twitter @ColinShaw_CX.
Calabrio
AUGUST 12, 2016
With analytics, evaluators can pinpoint which agent interactions are resulting in repeat calls, focus in on what is prompting the customer to call back, and coach the agent on how to better serve that person in the future; which results in a better customer experience. Managing Escalations.
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