Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. INTRODUCTION. Goal Settings on All Levels.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Experience Matters

APRIL 7, 2015

The ability to provide real-time guidance based on the customer journey transactions and interactions and address personalized customer needs, improving customer loyalty. It’s the first trait we look for when hiring and it’s ingrained in our company culture. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. There isn’t one single natural language, or until now we haven’t seen a machine-based learning solution that can work with real nuance, context identified or cultural difference. Think Smiling Companies, Happy Customers.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45