Beyond Philosophy

NOVEMBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Beyond Philosophy

NOVEMBER 10, 2014

An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. An Insurance company reduced certain repeat calls from 76% to 6 % achieving millions of cost-cuts and also moved Customer satisfaction from 73% to over 90%.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

Beyond Philosophy

OCTOBER 14, 2014

Responding with a solution promptly also helps enforce that they are important to you, a critical element to the emotion acceptance, and will further strengthen Customer loyalty. When you want data from your Customers, make sure that you use it to provide value to their experience. Boost the value you provide.

Net Promoter Score 102

Net Promoter Score Data Mining CEM Customer Retention 102

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

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

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.

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

Beyond Philosophy

JUNE 1, 2015

Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. In the U.K.,

Non-Profits 84

Non-Profits Retail Entertainment Sales 84

Beyond Philosophy

JUNE 11, 2015

It’s true that in some sectors, such as online retail, convenience and speed has seemed to overtake more social elements of loyalty and loyalty programs – games, comments, reviews, and product sharing.

Gaming 106

Gaming Retail Net Promoter Score Social Media 106

Beyond Philosophy

JUNE 23, 2015

In the haste to bring in customers, companies can often forget to court the right customers, those who represent the best long-term revenue potential, or who won’t overtax the company’s customer service and support structure. Many online retail sites have engaged in sweepstakes and other customer generation programs.

E-commerce 98

E-commerce Retail Customer Acquisition Government 98

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 4, 2015

Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers. They also used targeted offers surrounding a geographic area near a brick and mortar store and improved their loyalty app. According to an article on Inc.,

E-commerce 141

E-commerce Sports Retail Omnichannel 141