Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. So now what do we do to build Customer Loyalty?

Customer Loyalty 117

Customer Loyalty Customer Expectations Customer Experience CEM 117

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.

Retail 160

Retail Customer Satisfaction Customer Loyalty Net Promoter Score 160

Intercom

JULY 26, 2022

There’s the potential for a positive or a negative customer service experience any time a customer requests direct assistance from a brand – which is why it’s so important for companies to think holistically and strategically about what makes for excellent customer service experiences. Technological improvements.

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

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 Service 111

Customer Service CEM Retail Customer Retention 111

Beyond Philosophy

JUNE 11, 2015

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

Gaming 106

Gaming Retail Net Promoter Score Social Media 106

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

E-commerce 98

E-commerce Retail Customer Acquisition Government 98

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

Beyond Philosophy

JUNE 17, 2015

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

Social Media 96

Social Media Engineering Gaming Innovation 96

Beyond Philosophy

JUNE 1, 2015

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

Non-Profits 84

Non-Profits Retail Entertainment Sales 84

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Insight, Data and Action Generation.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Beyond Philosophy

JUNE 4, 2015

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more!

E-commerce 141

E-commerce Sports Retail Omnichannel 141

PeopleMetrics

OCTOBER 25, 2017

Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 The ROI customer experience.

CEM 122

CEM Customer Experience VOC Scorecard 122