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 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

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

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 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

Provide Support

JANUARY 27, 2016

This great observation was made by our blog reader, Theresa, as she commented on the article 3 Factors Driving Customer Satisfaction the Most in Customer Service. It’s human interaction that lets customers emotionally connect with a company or a brand, — and keeps them coming back. Yes, indeed. Read more.

B2B 47

B2B Customer emotions Technology Personalization 47

Vonage

MARCH 26, 2018

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

Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT. Journey Orchestration.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90