Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

JULY 6, 2016

China is in the Early Stages of Customer Experience Discovery. The opportunity to excel in Customer Experience in China is still wide open, however. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

OCTOBER 28, 2014

Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

OCTOBER 21, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Register here.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Beyond Philosophy

AUGUST 18, 2015

The media is the typical culprit for overinflating the minor event in many cases, i.e. Snowmageddon 2015, or winter storm Juno, now simply called the blizzard that wasn’t. . #3 Availability Cascade: Biases form when something minor becomes inflated to the point it becomes something major.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

OCTOBER 21, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Register here.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. According to Forbes.com , PayPal was the vehicle for $180 Billion worth of currencies from 193 countries across the world last year.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. According to Forbes.com , PayPal was the vehicle for $180 Billion worth of currencies from 193 countries across the world last year.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

NOVEMBER 8, 2017

Their conclusion: “On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.”.

Consulting 150

Consulting Consulting B2B Metrics 150

Provide Support

JANUARY 27, 2016

It’s human interaction that lets customers emotionally connect with a company or a brand, — and keeps them coming back. Emotion that comes from the personal relationship between the customer and the company impacts purchase decisions. Your chance to shine and charm your customers.(.). Read more.

B2B 47

B2B Customer emotions Technology Personalization 47

Vonage

MARCH 26, 2018

The ROI of emotive CX. Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). 63% of people said they are more likely to buy from a brand or customer service agent they had a positive emotional connection towards.

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

Pointillist

MAY 23, 2018

Engage leaders throughout the organization, across silos, as key stakeholders and collaborators to identify the most important customer journey(s) to model. Use a journey map to demonstrate the impact of customer emotions on business performance. Handpicked Related Content: How to Build a Customer Journey Map that Works.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90