CEM, Consulting, Customer Engagement and Customer Satisfaction

How To Evolve Your Customer Engagement Practices To Improve CX, Agent Satisfaction, and Revenue

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. More measurement supports strategy.

Self Service

Self Service Customer Engagement CEM Engagement

AI IRL Podcast Episode 15: Understanding the Customer Engagement Maturity Model (part 1)

Bold360

APRIL 17, 2019

This week we spoke with Ross Haskell , Lead Evangelist for Bold360 at LogMeIn and Amber Gregorio , Senior Product Marketing Manager at LogMeIn about a model they’ve developed with Forrester Consulting to help companies understand how they’re doing in terms of customer experience. Enter the Customer Engagement Maturity Model (CEM).

Customer Engagement

Customer Engagement Engagement CEM Net Promoter Score

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

Webinars

How To Craft Your Perfect Retail Tech Stack

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

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 (..)

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. So, there you have it.

Net Promoter Score

Net Promoter Score ROI Customer Experience Insurance

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

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… 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 (..)

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Strategy Customer Centricity CEM

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Customer Experience How To CEM

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I would love to read below in the comments of the irrational things that you do in your day-to-day life. Please click here to learn more.

CEM

CEM Customer Journeys Conference Customer Centricity

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM

CEM eBook Social Media Customer Centricity

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score

Net Promoter Score Customer Experience CEM Banking

Subconscious Clues That Call People to Action

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”.

CEM

CEM Retail Consulting Conference

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Data CEM Customer Retention

You Can’t Legislate Customer Centricity

Beyond Philosophy

JANUARY 26, 2015

The post You Can’t Legislate Customer Centricity appeared first on Beyond Philosophy.

Customer Centricity

Customer Centricity CEM eBook Government

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI

ROI Net Promoter Score CEM Conference

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines

Airlines Examples Net Promoter Score CEM

Customer Education Managers & Customer Success Managers: Who Does What?

Gainsight

JANUARY 11, 2024

.” While customer education didn’t gain the widespread recognition it deserved until relatively recently, it’s quickly gaining mainstream status, and the role of Customer Education Manager (CEMs) is becoming common. How are CSMs and CEMs the same? How are CSMs and CEMs the same?

CEM

CEM Customer Success Management Customers

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

JULY 5, 2015

. – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer Centricity

Customer Centricity Omni-Channel Company Banking

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

DECEMBER 14, 2015

Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Leadership

Leadership Customer Centricity Airlines Hotels

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

APRIL 7, 2015

Clarabridge uses industry-specific models and the most precise, accurate Natural Language Processing (NLP) functionality and sentiment analysis to detect emotion, context, and root causes, as well as to predict future customer behaviors. Our services team has helped with over 1,000 customer experience management initiatives.

Groups

Groups Multi-Channel Omni-Channel CEM

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Loyalty Programs

Loyalty Programs Loyalty Airlines Hotels

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Leadership

Leadership Customer Centricity Airlines Hotels

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

Beyond Philosophy

JUNE 29, 2015

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Michael Lowenstein, Ph.D.,

Consumers

Consumers Wireless Banking Leadership

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Wireless

Wireless Marketing Advertising e-support

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Beyond Philosophy

JUNE 17, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Consumers

Consumers Connections Social Media Advertising

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer

Chief Customer Officer Omni-Channel Customer Centricity Consulting

Customer Experience Strategy – 30 Ways to go about

SurveySparrow

OCTOBER 25, 2019

Companies with successfully implemented customer experience strategies are found to achieve higher customer satisfaction, increased revenues, and reduced customer churn. A research run by American Express found that around 60% of the customers wouldn’t mind paying more for a better customer experience.

Omni-Channel

Omni-Channel Strategy Customer Experience Customer Journeys

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

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. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Financial

Financial Omni-Channel Airlines Multi-Channel

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

MAY 12, 2015

There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

System

System Consumers Connections Customer Experience

When B2B and B2C Key Performance Metrics Flatline….

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

B2C B2B Metrics Analysis

Customer Experience Update

How To Evolve Your Customer Engagement Practices To Improve CX, Agent Satisfaction, and Revenue

AI IRL Podcast Episode 15: Understanding the Customer Engagement Maturity Model (part 1)

Webinars

Trending Sources

5 Reasons Your KPIs Are Hurting Your Customer Experience

Webinars

4 Actions to Exceed Customer Expectations

5 Facts to End the ROI Debate on Customer Experience

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

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

How to Make or Break Your Customer Experience

Are you Irrational: 7 Questions to See If You Are Irrational?

Don’t Disappoint your Customers this Holiday Season

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Subconscious Clues That Call People to Action

4 Ways to Gain Customers’ Trust in Data Security

You Can’t Legislate Customer Centricity

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

3 Examples of Change for the Better in Airlines

Customer Education Managers & Customer Success Managers: Who Does What?

What Customer-Centric Companies Must Do To Become Customer-Obsessed

The Power of Servant Leadership to Build and Sustain Stakeholder Value

2015 Temkin Group CX Vendor Excellence Award Winners

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

The Power of Servant Leadership to Build and Sustain Stakeholder Value

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

When ‘Push’ Marketing Goes Too Far

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Customer Experience Strategy – 30 Ways to go about

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Why Gut Decisions Are Sometimes Wrong

When B2B and B2C Key Performance Metrics Flatline….

Stay Connected