Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. 27 February 2010. < It is a paradox to be sure, and one commonly referred to as the Paradox of choice. 16 July 2013. 29 July 2011.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

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.

Airlines 400

Airlines Wait times Self service Enterprise 400

Beyond Philosophy

APRIL 30, 2015

Loyalty Programs Disappoint Customers. In a 2010 study by Ipsos Mori , out of a study of over 2,000 British people only 23% of them said their loyalty card influenced their decision to make a purchasing decision. How the Subconscious and Emotional Relationship Drives Our Purchase Decisions.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

Beyond Philosophy

JUNE 1, 2015

Many companies have only recently come to the realization that some customers are more valuable than others; and, to be successful, loyalty programs need to target the higher, and potentially higher, revenue customers.

Airlines 211

Airlines Entertainment Consulting Consulting 211

Beyond Philosophy

JUNE 4, 2015

Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed. In his 2010 book, Marketing 3.0: That means that companies must fully comprehend, and leverage, the impact employees have on customer behavior.

Airlines 360

Airlines Marketing Enterprise Advertising 360