CEM, Customer Centricity and Employee Experience

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI

ROI CEM Net Promoter Score Customer Experience

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. About the Author.

Employee Experience

Employee Experience Communication CEM e-support

The Employee Experience - Customer Experience Connection

CX Journey

SEPTEMBER 30, 2014

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy. Why Not Do Stay Interviews?

Employee Experience

Employee Experience Connections Customer Experience CEM

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

12 Principles of Successful #CEM Change Management

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. Benefits might include cost savings and other efficiencies.

CEM

CEM Management Government Culture

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.

Strategy

Strategy CEM Touchpoint Customer Centricity

Can your CEM program win customers for life?

Clarabridge

OCTOBER 18, 2016

Your executives may develop a customer-first strategy, but you won’t gain customers for life without your managers. Managers must be modeling, coaching, and rewarding customer-centric behavior from your frontline teams. Your managers also play a key role in getting feedback from employees and customers.

CEM

CEM Leadership Customer Centricity Employee Experience

Putting the Power of Your People to Work for Customer Centricity

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity

Customer Centricity Employee Experience CEM Culture

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

Beyond Philosophy

NOVEMBER 6, 2014

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.

Net Promoter Score

Net Promoter Score Strategy Customer Centricity CEM

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

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8

Banking

Banking Culture Employee Engagement CEM

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score

Net Promoter Score Customer Centricity Social Media CEM

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines

Airlines Examples Net Promoter Score CEM

8 Customer Experience Predictions for 2016

SuiteCX

DECEMBER 22, 2015

Bottom line, companies will need to improve the employee experience in order to improve the customer experience. Customer Experience will become more integrated into an organization’s DNA. Organizationally, CEM teams tend to come from the Marketing and Service departments. Thought Leadership 5.

Customer Experience

Customer Experience CEM Social Media Customer Journeys

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

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score

Net Promoter Score Customer Experience CEM Banking

What's in a Name?

Innovative CX

FEBRUARY 26, 2019

The CX professionals have titles like Customer Insights Analysts; Voice of the Customer Program Manager; VPs, Directors, Managers of Customer Experience; Directors of Market Research; Member or Patient Experience Leader; Employee Experience Adviser, CXO and CX Evangelist to name a few.

CEM

CEM Customer Experience Professionals Course ROI

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. 26 August 2014.

Net Promoter Score

Net Promoter Score ROI Customer Experience Insurance

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

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI

ROI Net Promoter Score CEM Conference

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

JANUARY 28, 2015

The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

CEM

CEM eBook Conference Customer Centricity

2017 the Year of Undelivered Promise

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

Omni-Channel

Omni-Channel Customer Journeys Chief Customer Officer NPS

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

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

The Problem with Self Service

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. People like the convenience of self-service.

Self Service

Self Service Exercises Analysis Call Center