Conference, Customer emotions, Customer Experience and Customer retention

5 Facts to End the ROI Debate on Customer Experience

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

Customer Experience Customer retention Upselling Banking

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience

Customer Experience Customer centricity Customer emotions Employee engagement

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience

Customer Experience Customer centricity Scripts Customer emotions

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I won’t even get into why they Scottish chose not to go.

Customer Experience

Customer Experience Banking Customer emotions Employee engagement

How to Build a Customer Retention Strategy

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention. Source: Intuit.

Customer retention

Customer retention Sales Marketing Scripts

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

MARCH 12, 2015

When it comes to the emotional journey during this new and improved process, most organizations cross their fingers and hope for the best. It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact.

Customer emotions

Customer emotions Journey mapping Customer centricity Customer retention

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity

Customer centricity Customer emotions Customer retention Consulting

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. What emotions are we trying to evoke?

Customer centricity

Customer centricity Customer emotions Employee engagement Customer retention

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing

Marketing Customer emotions Employee engagement Customer centricity

How to Get People to Do What You Want

Beyond Philosophy

JANUARY 23, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want.

Customer emotions

Customer emotions Customer centricity Customer retention Consulting

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. View our books on Customer Experience here.

Airlines

Airlines Transportation Customer centricity Employee engagement

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

DECEMBER 23, 2014

Expectations are associated with our choice of vacation, the gifts we give and receive at the holidays, and the Customer Experiences we receive from the organization. Disappointment is an emotion caused by the nonfulfillment of your hopes or expectations. It is an emotion most of us would rather avoid at the holidays.

Customer emotions

Customer emotions Customer centricity Customer retention Consulting

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

Trust and the Customer Experience. Emotions are an important part of any customer experience. How a customer feels about the company is an integral part of their loyalty to it. Emotions evoked by the branding, the reputation, and the actions of an organization should build trust. Which ones do poorly?

Customer retention

Customer retention Customer emotions Customer centricity Consulting

Subconscious Clues That Call People to Action

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. The Consequence of Choice.

Consulting

Consulting Consulting Customer emotions Morale

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Customer centricity

Customer centricity Customer retention Customer emotions Airlines

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions

Customer emotions Employee engagement Customer centricity Customer retention

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity

Customer centricity Customer retention Customer emotions Airlines

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity

Customer centricity Customer retention Customer emotions Airlines

3 Ways to Tell if Your Customer Relationship is All About You

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. The post 3 Ways to Tell if Your Customer Relationship is All About You appeared first on.

Customer centricity

Customer centricity Customer retention Marketing Customer Experience

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

AUGUST 6, 2019

IVR speech recognition and speech-to-text features do the heavy lifting ordinarily done by live agents while personalization tools help tailor calls for good customer experience. It’s no different when it comes to delivering on the customer experience. Software can be used for customer experience. “CX

call center software

call center software Best practices Call Center Interactive Voice Response

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies. And, branding the customer experience requires that the brand’s image, its personality if you will, is sustained and reinforced in communications and in every point of contact.

Airlines

Airlines Marketing Enterprise Advertising

Customer Relations: 7 Ways to Improve It (With Examples)

JivoChat

JULY 21, 2021

Why is customer relations important? For one, building customer relations saves money. It might cost fives times more to acquire a new customer than retain an existing client. This means that increasing customer retention by a mere 5% can result in profit increases of up to 95% , according to data from Small Business Trends.

Chatbots

Chatbots B2C CRM Customer retention

Building Loyalty Doesn’t Need a Card

Beyond Philosophy

APRIL 30, 2015

How the Subconscious and Emotional Relationship Drives Our Purchase Decisions. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Surveys

Surveys Customer Experience Customer emotions Customer centricity

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

JUNE 20, 2015

As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. The second, a B2B example, involves a major business services firm.

B2C

B2C B2B Metrics Entertainment

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

JUNE 1, 2015

In 2010, Southwest Airlines revamped its loyalty program to make rewards more proportional to ticket price; and this has better targeted the most profitable customers as well as enabled the airline to adopt a loyalty behavior metric that is closely tied to actual revenue generation.

Airlines

Airlines Entertainment Consulting Consulting

What Customer-Centric Companies Must Do To Become Customer-Obsessed

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 centricity

Customer centricity Complaint resolution Banking Enterprise

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

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.

Gamification

Gamification Big data Personalization Feedback

Customer Contact Central

5 Facts to End the ROI Debate on Customer Experience

5 Reasons Your KPIs Are Hurting Your Customer Experience

Trending Sources

How to Make or Break Your Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

How to Build a Customer Retention Strategy

Are you Irrational: 7 Questions to See If You Are Irrational?

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Do You Harness the Power of Habit in Your Marketing Yet?

How to Get People to Do What You Want

3 Examples of Change for the Better in Airlines

Don’t Disappoint your Customers this Holiday Season

4 Ways to Gain Customers’ Trust in Data Security

Subconscious Clues That Call People to Action

eBay & PayPal’s Split is Good for Customers

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

eBay & PayPal’s Split is Good for Customers

eBay & PayPal’s Split is Good for Customers

3 Ways to Tell if Your Customer Relationship is All About You

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Customer Relations: 7 Ways to Improve It (With Examples)

Building Loyalty Doesn’t Need a Card

When B2B and B2C Key Performance Metrics Flatline….

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

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