Beyond Philosophy

MARCH 29, 2016

When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. And it turns out that subconscious elements like the quality of a smile can have a dramatic effect on a customer’s experience.

CEM 113

CEM Start-ups Retail Gaming 113

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 102

Net Promoter Score Data Mining CEM Customer Retention 102

Fonolo

AUGUST 17, 2017

5 – Retail Customer Experience Professionals. This group was developed by RetailCustomerExperience.com, and is devoted to helping retailers differentiate on experience, rather than on price. 3 – Customer Experience Professionals. 1 – Customer Experience Management. Members: 13,792.

Customer Experience 64

Customer Experience E-commerce Contact Center CEM 64

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

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Beyond Philosophy

APRIL 13, 2016

According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. Retail: Barnesandnoble.com: $10. Source: “How Much Did That New Customer Cost You?” Join Beyond Philosophy for the Certified Advanced CEM Training.

CEM 113

CEM Retail Start-ups Customer Experience 113

Beyond Philosophy

MARCH 29, 2016

When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. And it turns out that subconscious elements like the quality of a smile can have a dramatic effect on a customer’s experience.

CEM 60

CEM Start-ups Retail Gaming 60

Beyond Philosophy

JUNE 11, 2015

For the past several decades, many companies have relied on customer loyalty cards or programs, by which they can track purchase behavior and give rewards for repeat and volume buying activity. Customer loyalty programs are especially popular among retailers. Let’s start with the biggest retailer – Walmart.

Retail 109

Retail Customer Loyalty Social Media Sales 109

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

APRIL 13, 2016

According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. Retail: Barnesandnoble.com: $10. Source: “How Much Did That New Customer Cost You?” Join Beyond Philosophy for the Certified Advanced CEM Training.

CEM 60

CEM Retail Start-ups Customer Experience 60

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

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers. 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 4, 2015

Most brands and corporations slide by on fairly macro, passive, and transactional approaches to customer relationships. These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. These companies are also invariably quite disciplined and proactive.

Touchpoint 144

Touchpoint Sports Net Promoter Score Customer Relationship 144

Beyond Philosophy

JULY 5, 2015

Customer Sensitivity. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).

Customer Service 111

Customer Service CEM Retail Customer Retention 111