Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Beyond Philosophy

JUNE 5, 2017

It’s not the best customer experience, but if you travel often, you learn to live with it. They’re hoping to make the experience better for both guests and employees. The Robot Experience. Is a “Human Free” Experience the Future? A mending kit to repair a button in time for your dinner meeting. So you wait.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

AUGUST 28, 2017

I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. The eclipse is a good example of the way our experiences are influenced by our memories. Lessons for Customer Experience.

CX 112

CX Customer Loyalty Customer Experience 112

Beyond Philosophy

JANUARY 10, 2018

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Customer Loyalty 60

Customer Loyalty Customer Satisfaction Customer Experience Sales 60

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? The post How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Customer Loyalty 111

Customer Loyalty Customer Experience Sales Technology 111

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Such can certainly be the case with customer loyalty; service and relationships; and customer recovery programs.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Beyond Philosophy

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. How Memory Works.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Customer Loyalty 68

Customer Loyalty CX Customer Experience 68

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Customer Loyalty 68

Customer Loyalty Customer Satisfaction Customer Retention Customer Experience 68

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Beyond Philosophy

NOVEMBER 3, 2014

So why can’t I do this at my home in Sarasota, Florida? If the success and dollar in the UK are any indications, home delivery of goods, groceries or otherwise, could be an enhancement to the Customer Experience in the US. The US Hasn’t Embraced Home Delivery for Groceries. Follow Colin Shaw on Twitter @ColinShaw_CX.

E-commerce 88

E-commerce Retail Transportation Customer Retention 88

Beyond Philosophy

AUGUST 9, 2016

They can do straight customer loyalty and customer value research by recruiting panels of forum participants. Further, companies using their communities for value and experience research can link results to projected, segmented customer profitability, a tremendous benefit.

Non-Profits 60

Non-Profits Social Media B2C VOC 60

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Optimizing customer experience is everybody’s job.”.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Optimizing customer experience is everybody’s job.”.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

FEBRUARY 28, 2016

If an organization fails to identify, on a prioritized and granular basis, which emotionally-driven elements of service value are, and aren’t, being delivered, even the best and most proactive solutions will not build desired customer loyalty. Customer-centricity , after all, is about more than structure, strategy and systems.

Customer Loyalty 60

Customer Loyalty Customer Service Customer Experience CX 60

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

CX 68

CX Predictive Analytics Social Media Customer Experience 68

Beyond Philosophy

NOVEMBER 8, 2017

Whatever the reason(s), customer satisfaction isn’t dead, but it is badly infected and impaired with very serious conceptual and interpretation issues – and, like a mortifying wound, has had those issues for some time. Why You Need to Adopt Data Science and Machine Learning in your Customer Experience/Success Program.

Customer Satisfaction 60

Customer Satisfaction Machine Learning B2B Customer Loyalty 60

Beyond Philosophy

MAY 24, 2016

We’ve often discussed, and presented compelling research and analysis on, how customers can be vocal advocates for a brand if their experiences have been positive. And alienated customers can be ‘badvocates’, even saboteurs, if their experiences have been negative.

Social Media 94

Social Media B2B Government B2C 94

1 to 1

JULY 20, 2020

With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to deliver relevant customer experiences. Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. Health Insurers: Florida Blue (72.1) Banks (direct): USAA (78.6)

CX 26

CX Manufacturing Retail Government 26

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Edwards Deming, he believed that everyone in the organization is “either serving the customer or supporting someone who does.”

Customer Loyalty 60

Customer Loyalty Customer Survey Customer Experience 60

Beyond Philosophy

MAY 17, 2016

One of the first things we wanted to learn from the purchasing agents was whether they saw their suppliers as commodity-oriented, i.e. providing competitive prices and basic service and support, or customer-oriented, working to deliver optimum value and benefit. You Also Might Like… What is Customer Value and How Can You Create It?

Sales 74

Sales Customer Loyalty Innovation Customer Experience 74

Beyond Philosophy

SEPTEMBER 6, 2016

Let us deal with the second challenge first: gaining insight into what represents value for prospective customers. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. The post The Preoccupation With Pre-Customers appeared first on.

Non-Profits 74

Non-Profits Customer Acquisition Social Media Sales 74

Steven Van Belleghem

DECEMBER 1, 2021

Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. In a world of increasingly orchestrated customer experiences, I believe that brands that understand how to stimulate serendipity will set themselves apart. Reinventing customer loyalty.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. correlation.

Customer Experience 145

Customer Experience Customer Loyalty Customer Satisfaction Sales 145

Execs In The Know

MAY 2, 2022

A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. Don’t Overthink or Overspend: Keep Your Focus on What Impacts Customer Loyalty. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Further, they are principally macro measures, and limited as enablers for taking detailed, granular experience action.

Customer Experience 60

Customer Experience CX Customer Loyalty 60

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Jeff Toister Keynote – Hidden Obstacles to Outstanding Customer Service. The conference kicked off with a keynote from customer service author, consultant, and trainer, Jeff Toister. Conclusion. Download Now.

NPS 57

NPS Contact Center CX Outlook 57