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. Here Are Some Key Factors To Consider.

Customer Loyalty 60

Customer Loyalty Customer Satisfaction Customer Experience Sales 60

Beyond Philosophy

MAY 31, 2016

While these last two important questions may never resolve, the role of employees in leveraging customer loyalty behavior is far simpler to understand. It’s impossible to have customer loyalty and advocacy without employees understanding their role as customer experience performance stakeholders. Chickens or eggs?

Customer Loyalty 111

Customer Loyalty Customer Experience Sales Technology 111

Beyond Philosophy

JANUARY 3, 2017

These centers of customer interaction now represent the principal touch-point with customers; and beyond technology, they have the capability to generate and manage a continuous flow of customer information, and to increase customer loyalty and advocacy behavior.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

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. The NFT trend is still mostly a gimmick but I believe that they hold the promise to move beyond the current ‘exciting’ collectibles phase and fundamentally change the customer loyalty landscape.

Customer Experience 130

Customer Experience Customer Loyalty Gaming CX 130

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. appeared first on.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

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

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. 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

JULY 5, 2016

A couple of years ago, Bridget Duffy, MD, who is the Chief Medical Officer of Vocera Communications, wrote an insightful CustomerThink blog post about how emotional connections, coming out of a culture of humanity, can drive customer loyalty behavior and company growth. We’re in violent agreement here. Harder than it sounds.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

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

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

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. This fundamental concept is why it is vital to create a memory that makes your customers feel the way you want. Have them fill their net with good emotions, leaving you to reel them in with a Customer Experience that delivers time after time.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

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

Beyond Philosophy

NOVEMBER 28, 2016

Beyond extremely macro connection to sales, customer satisfaction (as expressed through the ACSI) has been shown to have little direct connection to purchase behavior, to the tune of 0.0% Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. correlation.

Customer Experience 145

Customer Experience Customer Loyalty Customer Satisfaction Sales 145

Beyond Philosophy

AUGUST 9, 2016

They can do straight customer loyalty and customer value research by recruiting panels of forum participants. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Typically, these surveys are conducted on an Intranet basis.

Non-Profits 60

Non-Profits Social Media B2C VOC 60

Beyond Philosophy

NOVEMBER 3, 2014

So why can’t I do this at my home in Sarasota, Florida? My kids use home delivery in the UK all the time as they have busy lives and don’t want to spend it at the supermarket. I suspect that many of the consumers that love this service in the UK would agree with my kids on this point. The US Hasn’t Embraced Home Delivery for Groceries.

E-commerce 88

E-commerce Retail Transportation Customer Retention 88

Fonolo

MARCH 12, 2019

On a recent trip to Florida, my girlfriend could not understand how I could be excited by the prospect of visiting a grocery store. This eliminates the frustration of finding yourself in a new grocery store and spending an inordinate amount of time searching for a few items. In Conclusion. Therein lies the genius of TJ’s’ approach.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

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

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. Michael Lowenstein, Ph.D.,

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. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

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

Intercom

FEBRUARY 3, 2022

” And typically, that will actually have an impact on their customer loyalty. There is a real estate agent in Florida, his name’s Joe Manuasa, and he’s an interesting realtor because he only represents sellers. Obviously, it’s better if you can fix the problem, but you don’t have to.

Real Estate 111

Real Estate CX Social Media Start-ups 111

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

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. The post Is CSAT Dead? Should It Be? Replacement, IMHO: Emotionally-Driven Value (EDV), PDQ appeared first on.

Customer Satisfaction 60

Customer Satisfaction Machine Learning B2B Customer Loyalty 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.

Sales 74

Sales Customer Loyalty Innovation Customer Experience 74

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

1 to 1

JULY 20, 2020

Health Insurers: Florida Blue (72.1) When consumer spending resumes, brands with experiences that engender customer loyalty will benefit the most.”. Organizations that led their industry in 2020 were: Airlines: Southwest Airlines (73.5) Auto manufacturers (luxury): Lexus (78.6) Auto manufacturers (mass market): Subaru (76.6)

CX 26

CX Manufacturing Retail Government 26

Beyond Philosophy

JUNE 14, 2016

You Also Might Like… Link Operational Metrics To Customer Loyalty Metrics For Better Financial Outcomes. Customer Effort, Net Promoter, and Thoughts About CX Metrics. The 4 Most Important Customer Experience Metrics. 6 Customer Experience Practices Separate Loyalty Leaders from Laggards.

Customer Experience 60

Customer Experience CX Customer Loyalty 60

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). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior.

Customer Loyalty 60

Customer Loyalty Customer Survey Customer Experience 60

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Execs In The Know

APRIL 29, 2022

When brands put their data into action, using insights to teach customers how to maximize the value they get from the products or services on offer, customer trust and confidence grows. When customers trust your brand, they stay longer, spend more and happily tell others about your brand, the trifecta of customer loyalty.

Start-ups 97

Start-ups Technology Technology Education 97

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. Takeaways : Love it or loathe it, NPS isn’t going anywhere – use it in a mix of metrics to benchmark and measure customer loyalty. Andrew Gilliam – Ho hum No More: Re-imagining Customer Surveys to Drive Results.

NPS 55

NPS Contact Center CX Outlook 55