ClearAction

DECEMBER 16, 2017

Think about the highest priorities indicated by your most recent customer feedback, and how you could insert those priorities into a poster like this one: Our goal is to increase customer retention through product and service value creation. CEM is enterprise-wide dedication to serving customer needs from their perspective.

CEM 54

CEM Customer Retention Customer Experience Management Innovation 54

Beyond Philosophy

MARCH 16, 2015

Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more.

CEM 122

CEM CX CRM Customer Experience Management 122

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

Beyond Philosophy

NOVEMBER 10, 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 118

Net Promoter Score Customer Experience CEM Customer Satisfaction 118

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . Do you know the psychological cues in your experience? I would be interested to hear about these in your comments below. Please click here to learn more.

CEM 122

CEM Social Media Customer Experience Management Sports 122

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

Beyond Philosophy

MARCH 5, 2015

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Net Promoter Score 132

Net Promoter Score Transportation CEM Customer Retention 132

Beyond Philosophy

NOVEMBER 6, 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.

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. View our books on Customer Experience here. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security?

Net Promoter Score 102

Net Promoter Score Data Mining CEM Customer Retention 102

Beyond Philosophy

FEBRUARY 3, 2015

Blogs Subconscious Experience CEM CEO Conferences consultants consumer behaviour customer customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer (..)

CEM 121

CEM Retail Customer Retention Customer Satisfaction 121

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 Customer Retention 120

Beyond Philosophy

JANUARY 23, 2015

The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

CEM 126

CEM Customer Retention Customer Satisfaction Customer Loyalty 126

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.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

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 Finance 140

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Turn your unhappy customers into super-fans. Engage customers to improve customer retention.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

Beyond Philosophy

OCTOBER 8, 2014

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. If you would like to follow Beyond Philosophy click here.

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 98

CEM Social Media Customer Retention Customer Satisfaction 98

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. View our books on Customer Experience here. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security?

Data Mining 131

Data Mining CEM Customer Retention Customer Loyalty 131

Beyond Philosophy

OCTOBER 24, 2014

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.

Net Promoter Score 74

Net Promoter Score CEM Outlook Customer Retention 74

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. Customer Retention Begins With Trust article. Customer Retention Strategies webcast (18:37).

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

Beyond Philosophy

JULY 14, 2015

This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. Instead, you encourage them to find a new relationship, a competitor who listens to what they have to say. #2:

Customer Relationship 146

Customer Relationship Net Promoter Score Customer Retention Start-ups 146

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. Learn more about personalized marketing in Personalized Marketing: The Ulitmate Guide to WOW Your Prospects and Customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Do you love CEM as much as we do?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Do you love CEM as much as we do?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Intercom

JULY 26, 2022

As McKinsey notes, this requires a sizable investment in the customer experience, transforming not only employee mindsets, but also operational and IT structures. Once these changes are in place, companies will more often than not recoup costs through revenue growth and customer retention. What is customer experience management?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. “ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. Harvey Mackay, Sales Expert, Author and Columnist.

Sales 159

Sales Net Promoter Score CX Customer Satisfaction 159

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

SurveySensum

JANUARY 27, 2022

Gather valuable feedback, analyze them, and act on time to improve customer engagement and experience with SurveySensum’s powerful customer experience software. What is Customer Experience software? When so much is done, customers feel happy and cared for. Improved customer retention and loyalty .

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

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. So now what do we do to build Customer Loyalty? In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits.

Customer Loyalty 117

Customer Loyalty Customer Expectations Customer Experience CEM 117

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 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

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Beyond Philosophy

JUNE 4, 2015

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

Touchpoint 144

Touchpoint Sports Net Promoter Score Customer Relationship 144

Beyond Philosophy

MAY 12, 2015

There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

Customer Experience 147

Customer Experience CEM Customer Retention Customer Experience Management 147