Trending Sources

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

The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on 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.

Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know

Clarabridge

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization. To learn more about building a CEM program, read our eBook: Building a Customer Experience-Focused Organization. Educate and build an internal community.

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New CEM HA Suite Provides Holistic Customer Experience Management

Customer Input

Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules. Blog Customer input Journal CRM Customer Experience Software

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Can your CEM program win customers for life?

Clarabridge

That’s how you use your CEM program to win customers for life. The post Can your CEM program win customers for life? Customer Experience CEM Programs Customer Engagement employee experienceEvery company’s customer experience team is going to have different goals. Can your customer experience management program possibly retain customers for life? Empower your managers.

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58 Customer Experience Quotes From 52 Weeks of Podcasts - Frank Reactions

Tema Frank

B2B Blog Customer Service / Customer Experience Frank Reactions Podcast Internet Marketing Interview Highlights Process Sales #cx cem change employees hr leadership management quotesAnother Inspiring Year of Customer Experience Interviews. Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank. There’s a surprise offer on the last slide). This collection includes quotes from people like: Jay Baer. Jeanne Bliss. Kerry Bodine. Pat Flynn. Lynn Hunsaker. Shep Hyken.

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A Simple CEM Challenge

MaritzCX

As CEM professionals, market researchers, and data scientists we sometimes get caught up and enamored with the powerful analytics that are at our disposal. We can quickly run advanced multivariate, Bayesian, neural network, machine learning algorithms, and thousands of other advanced analytical techniques with the click of a few buttons to instantaneously reduce millions of. View Article

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10 Survey Best Practices and Tips to Increase Response Rates (Part 1)

ResponseTek

Best Practices CEM Voice of Customer Collection Survey Fatigue Survey Tips SurveyingThese days, most customers’ inboxes are filled to the brim with emails requesting their feedback, making the feedback survey somewhat of a hard sell. That being said, surveys are still one of the most effective methods for attaining data from consumers and can be extremely valuable when aligned with strategy, analysis and research. To help your brand increase survey response rates, and the accuracy of the responses, we’ve compiled a list of tips and best practices – here’s Part 1, tips 1 through 5: 1.

Journey Mapping: What Is It Good For? Absolutely Anything!

Forrester

Just as the light-bulb moment can be different for each person, the insights they deem most valuable can vary and include: Read more Categories: CEM. CEM Customer Experience Customer Experience Forum customer experience journey mapping customer journey journey mapping I recently had the pleasure of facilitating three customer journey mapping workshops for clients. For me, the most rewarding part of these workshops is when, all of a sudden, you see the light bulb go on for the participants. Customer Experience Forum. customer experience journey mapping. customer journey.

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CX Q & A with Gartner's Software Advice Expert Craig Borowski

Satmetrix

CX CEM software adviceIn his recently published report on customer experience, “ 4 Steps to Avoid ‘Analysis Paralysis’ and Improve Customer Experience,” Craig Borowski describes some of the challenges that companies face in getting their CX program up and running and provides advice on how to tackle those challenges.

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Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. I’d love to hear your examples in the comments below.

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This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times! - Frank Reactions

Tema Frank

Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Shows Social Media #cx airlines cem customer service Dave Carroll United United Breaks Guitars viralUnited Airlines Paid a Big Price For This Customer Service Screw-Up! If you haven’t heard Dave Carroll’s United Breaks Guitars song, start here: I’m one of a great many speakers who use this video to show how NOT to handle a customer … Continue Reading → The post This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times! appeared first on Frank Reactions.

Create Magic Moments for Your Customers: Shep Hyken Talks Customer Service - Frank Reactions

Tema Frank

Blog Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Shows Strategies #cx cem customer service Hyken interview ShepCustomer service & customer experience expert, Shep Hyken, tells a story in today’s interview of walking into a hotel. Instead of having a square of chocolate waiting for him on his pillow, this hotel gave him a full chocolate bar … Continue Reading → The post Create Magic Moments for Your Customers: Shep Hyken Talks Customer Service appeared first on Frank Reactions.

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Who owns the customer?

Ian Williams

Branding Customer Experience cem cex customer experience cxJust over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was to argue that customers experience the business cross-functionally, and as such can be influenced by all or any of the functions of the organisation. Where should they sit? Which departments should they belong to? Should they be centralised or decentralised? Bingo!

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Good CEM Design Avoids Data Dump Dashboards

MaritzCX

How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea. View Article

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14 Omens of a Brewing Customer Experience Problem - Frank Reactions

Tema Frank

Blog Book: PeopleShock Customer Service / Customer Experience Process Sales Social Media #cx cem ceo customer experience data leadershipSometimes it’s obvious to everyone in your organization that you’ve got a customer service problem, but not always. And unhappy customers don’t always tell you; they may just silently slink off to a competitor. Customer Experience Early Warning System There are … Continue Reading → The post 14 Omens of a Brewing Customer Experience Problem appeared first on Frank Reactions.

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Why I Suffered Through A Website Redesign (and You Should, too!)

Beyond Philosophy

Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. The truth, however, was I couldn’t afford to put it off any longer.

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

Beyond Philosophy

“ 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. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in. Habits and Marketing.

How to Create a Balanced Survey

MaritzCX

It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case. Companies do not consciously ignore customers in the survey process. Rather it’s more often a matter of doing what has come to be. View Article

Don’t Make This Customer Experience Metrics Mistake! - Frank Reactions

Tema Frank

Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Process Retail Shows #cx cem ClearAction customer experience metrics Lynn Hunsaker metricsAre you sick of having customer service employees beg you to give them a perfect 10 in the follow-up surveys? I kind of feel sorry for them: they tell you that if they don’t get a 10 they’ll be penalized. … Continue Reading → The post Don’t Make This Customer Experience Metrics Mistake! appeared first on Frank Reactions.

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. They are all working to improve their Customer Experience. You’ll do more harm than good. “I

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4 Actions to Exceed Customer Expectations

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership I meet many organizations that say they want to exceed Customer expectations at every moment of contact. Roy H.

4 Critical Customer Experience Predictions for 2017

ResponseTek

Best Practices CEM Industry News Thought LeadershipCX Predictions for 2017 are exciting and herald in a year of mobile dominance, employee engagement, predictive technology and the even bigger growth of Big Data. A must-read list for any CX professional, these 4 topics can help you lay the foundation for this year’s strategies: 1) Mobile Becomes a Monolith. Remember the days when phones were used for just calling and talking to people? Well, in our current era, they are now used more for data than calling. According to Forrester Research, Inc., 4) Big Data Continues to Grow.

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Is Your Customer Experience Accidental?

Beyond Philosophy

Customer Experience Customer Loyalty Customer Satisfaction Emotional Experience Experience Design Uncategorized CEM Customer experience customer experiencesMost Customer Experiences are accidents—and unfortunately, they are not always happy ones. The message you send will communicate how you are as an organization. What do I mean by this? Convicted without a trial. I kick off my shoes.

Good CEM Design Avoids Data Dump Dashboards

MaritzCX

How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea. View Article

CEM 2

How Wearables Can Improve the Customer Experience

ENGAGE.cx

Customer Experience Featured CEM customer experience customer-centric CXWearable devices have a unique spectrum of capabilities that can be leveraged by retailers as the technology trend grows in the coming years. Technology has also accelerated the customer expectation of ‘specialness’. Customer’s are creating videos, selfies and audio showcasing their perspective, lifestyle and aesthetic.

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4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? It’s not hard to determine where these opposing viewpoints originate.

Understanding Customer Survey Data: Descriptive, Predictive and Prescriptive Analytics to Improve Customer Loyalty

Bob Hayes

Analytics Customer Experience Management analytics CEM customer experience customer surveysCustomer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. This method, referred to as Loyalty Driver Analysis, is a business intelligence solution that distills the customer feedback data into meaningful information. Figure 1. Example.

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. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX.

CEM in Telecoms Global Summit Launches 2017 Agenda

CSM Magazine

CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download! To find out about other speakers and quantitative case studies on show at CEM in Telecoms Global Summit go to www.customerexperienceevent.com or for further information you can call +44 (0) 20 7368 9809.

CEM 1

The customer is always right, but…

Ian Williams

Customer Centricity Customer Experience Customer Satisfaction cem customer experience cx the customer is always rightThe customer is king! The customer is always right! But are they? For many, these statements are as relevant now as they ever have been. At the end of the day, ‘the customer’ is where the business gets its money from. Nobody put it better than Sam Walton, who said: “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”. Surely these people are not ‘king’ and ‘always right’?

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3 Examples of Change for the Better in Airlines

Beyond Philosophy

Blogs Customer Retention CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience industry Customer Loyalty Customer Management Customer Mirrors customer satisfaction Emotional Experience employee engagement Employee Experience Events & News Net Promoter Score subconscious experience There have been many great stories in the past couple of months about airlines doing what was right by their Customers. I love this example.

The 6 Key Customer Experience Mistakes Companies Make

Waypoint Group

Lessons Learned News Voice of Customer (VoC) B2B CEM strategy surveys voice of customerThe 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. Only looking in the light.

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. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

5 Must-Haves in your Customer Experience Management Platform

Clarabridge

There are two things to keep in mind about customer experience management (CEM): It is very important, and it is very hard to get right. CEM is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle. By Fabrice Martin, VP of Product Management. Collects All Feedback.

6 Steps to a Great Apology

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. We all make mistakes. What should you do when this happens? Apologize.

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Do you know where your data is?

SuiteCX

CX (customer experience) and CEM (customer experience management) practitioners require actionable data to understand, interact with, and plan to change the experience of the customer. So where do CX and CEM professionals get actionable data to make intelligent decisions? Typically, personas are considered aspirational and segments attributed by CX/CEM professionals. NPS/CSAT.

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Step 2 to 'CEM Greatness': Everyone Counts

Customer Interactions

Back in February I blogged about Fizzback’s '5 Steps to 'CEM Greatness'' and how our methodology helps business to create the complete Customer Experience Management (CEM) Solution, capturing the Voice of the Customer and enabling the previously silent majority be heard. Recently in a follow-up post I looked at the first of these steps, March to the Beat. This week I will continue the series by looking in more detail at the second step:Everyone Counts

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