Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 18, 2014

Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization. How Can You Tell How Customer Centric Your Marketing Channel Strategy is? How is your organization oriented: around the Customer or your product?

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Interaction Metrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

OCTOBER 28, 2014

Let’s take a closer look at each and what makes them have a Customer Focus. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Area #1: Technology.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 29, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] Well, there you have it! to independence.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 14, 2014

Superior Customer Experiences require a two-way dialogue with your Customers. So when you are communicating with your Customers, listen to what they say about data, their safety, and your marketing efforts. They will tell you what you need to do to keep the relationship strong. Which ones do poorly?

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

FEBRUARY 3, 2015

Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Some markets even use scents to get us to notice different foods in the store. They don’t. Engaging the subconscious shopper is a skill supermarkets are always perfecting.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Setting expectations is a key job of marketers. Disappointment is also not welcome at any time but especially not at Christmas.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

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. RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

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.

Customer retention 95

Customer retention Sales Marketing Scripts 95

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. Every aspect of a company’s offering — customer service, advertising, packaging, billing, products, etc. — They market, and create experiences, within the branded vision.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

AUGUST 10, 2016

58% of Filipinos would rather resolve many of the issues via self-service which was higher than the 54% reported for the global market. When you provide a good or service to your customer, no matter where they are in the world, one of the things they value most is a good Customer Experience. How to Measure Customer Emotions.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

OCTOBER 24, 2014

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 industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

TeleDirect

MARCH 14, 2025

In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates. Advantages of Localized Support Teams: Faster response times for regional customers.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Beyond Philosophy

OCTOBER 6, 2014

Blogs Beyond Philosophy CEO Colin Shaw Customer Behaviour customer centricity customer emotions Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction CX Carnival Market Research Marketing (..)

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

Blogs Beyond Philosophy CEO Colin Shaw Customer Behaviour customer centricity customer emotions Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction CX Carnival Market Research Marketing (..)

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2015

VW marketed the CleanDiesel car models for Audi A3, Jetta, Beetle, Golf, and Passat models to be better for the environment. The Wall Street Journal reported that the US is conducting a criminal probe as well. But the biggest penalty is yet to come. Breaking a Brand Promise Doesn’t Pay. A Brand Promise is at its most basic level a promise.

Banking 406

Banking Consulting Consulting Government 406

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? As you’d expect, it’s all about the data. Powering personalization.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

TechSee

MAY 19, 2021

view of customers by accumulating data from the various touchpoints that a customer may use to contact a company. This data can then be tapped to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Technology 159

Technology Customer Service Technical Support Self service 159

ProProfs Blog

JANUARY 23, 2020

The best way forward is to investigate the financial, predictable, and soft value for customers. ?? Turnover and costs can help you map the financial value of customers. The cost segment again can be subdivided into expenditures in marketing and recruitment expenses. This, in turn, enriches the overall customer experience.

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

Outsource Consultants

FEBRUARY 25, 2025

Through their interactions, they collect valuable information about customer preferences, pain points, and buying behaviors. This data (when properly analyzed) can inform product development, marketing strategies, and overall business decisions. This improves customer retention rates, directly impacting the bottom line.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Hodusoft

DECEMBER 11, 2024

Increase in Customer Retention Can CX enhance customer retention? As per a study by Zendesk, three out of every five business leaders agree that customer service improves customer retention. As per another study organizations that improve CX see a 42 percent increase in customer retention.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. So now what do we do to build Customer Loyalty? In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

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 265

Gamification Big data Personalization Feedback 265

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 257

B2C B2B Metrics Entertainment 257

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. Track all of the important call center metrics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Comm100

DECEMBER 16, 2024

In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated markets. This evolution isnt just about speedits about creating seamless, accessible, and consistent experiences for customers.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

ProProfs Blog

JULY 21, 2020

Th-eir work was published in a paper titled- “ E-Metrics, Business Metrics for the New Economy “ In their customer lifecycle analysis, Jim and Matt stated that Customer Life Cycle starts when you reach your target market and progresses until a loyal customer base is established.

Management 78

Management Customer centricity Marketing Customer retention 78