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

Beyond Philosophy

When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women. “ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

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

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

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. Customer Satisfaction results in a higher share price. Keeping Customers results in a high increase in value.

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

Beyond Philosophy

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” 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. Well, there you have it!

How to Make or Break Your Customer Experience

Beyond Philosophy

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.

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

Beyond Philosophy

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Are customer experiences ‘human’ and branded?

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

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. Focusing on rewarding these, however, is not conducive to Customer Centricity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. Unless the KPI philosophy has its basis in Customer Experience measures, it isn’t going to help improve the experience.

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

Beyond Philosophy

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? In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. This trend works well for building more strategic, bonded relationships with customers.

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. This involves looking deeper into the emotional components of value delivery, as well as the functional. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. Web-based survey invitations were sent to the company’s current customers.

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

Beyond Philosophy

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. sorry for the rest of you that don’t have a Wegmans nearby), has succeeded in creating an almost cult-like bond with its customers. Wegmans invests a tremendous amount in employee training.

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

Beyond Philosophy

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested.

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

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Most brands and corporations get by on transactional approaches to customer relationships. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Beyond Philosophy

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. and making a true emotional connection. Blogs Customer Experience

How Not To Engage Employees: Telecoms Lead The Way Again

Beyond Philosophy

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. How to Measure Customer Emotions.

Beware: Are YOU on Your Employee’s Naughty List?

Beyond Philosophy

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. That’s right, your employees.

Be Warned! Technology Isn’t Everything

Beyond Philosophy

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Hesse didn’t talk about customer emotions.

Teams Score Big With Fans And Franchises!

Beyond Philosophy

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Employee Engagement: Your employees are people, and likely support the same team or local causes. However, emotions work the other way, too.

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience?

Customer Experience Challenges According to 15 CX Experts

Lumoa

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. What are, in your opinion, the top challenges in customer experience that companies should be aware of now?

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

Pointillist

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I’ve also seen it start from HR because more and more companies are realizing that employee experience drives customer experience. Blog customer experience