Conference, Customer emotions and Employee engagement

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.

Airlines

Airlines Transportation Customer centricity Employee engagement

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

Customizing the techniques for your organization. Advanced Customer Experience Management. Committing to customer experience: applying the concepts. Building and running a customer experience program. Employee engagement and ambassadorship: linking to customer behavior.

Customer Experience

Customer Experience Customer centricity B2C Airlines

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience

Customer Experience Customer centricity Customer emotions Employee engagement

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

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

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity

Customer centricity Customer emotions Employee engagement Customer retention

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience

Customer Experience Customer centricity Scripts Customer emotions

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. 26 August 2014.

Customer Experience

Customer Experience Customer retention Upselling Banking

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

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience

Customer Experience Banking Customer emotions Employee engagement

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

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions

Customer emotions Employee engagement Customer centricity Customer retention

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

Like Just About All of Their Customers… I LOVE Wegmans!!!

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. Michael Lowenstein, Ph.D.,

Customer centricity

Customer centricity Construction Enterprise Marketing

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

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines

Airlines Marketing Enterprise Advertising

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C

B2C B2B Metrics Entertainment

Customer Contact Central

3 Examples of Change for the Better in Airlines

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Trending Sources

5 Reasons Your KPIs Are Hurting Your Customer Experience

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

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

How to Make or Break Your Customer Experience

5 Facts to End the ROI Debate on Customer Experience

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

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

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

Like Just About All of Their Customers… I LOVE Wegmans!!!

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

When B2B and B2C Key Performance Metrics Flatline….

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