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. General

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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

CEM 200
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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

CEM 200

CEM Benchmark – 2014 Customer Experience in Action Study

Strativity

The results of Strativity’s 2014 Customer Experiences in Action Study provide insight into the characteristics of a successful customer-centric company, including five core customer experience components on which companies must focus to become customer-centric. The post CEM Benchmark – 2014 Customer Experience in Action Study appeared first on Strativity.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. 26 August 2014. < 26 August 2014. < 24 April 2014. 26 August 2014. < 26 August 2014. 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.

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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.

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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.

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. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience Management Market Research Marketing Moment Mapping Naive to Natural Net Promoter Score Patient Satisfaction Social Media telecoms Thought Leadership

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

Beyond Philosophy

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion. Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born.

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

19 August 2014. < 19 August 2014. < Has it happened to you that you went to the supermarket thinking you’ll be in and out quickly and spend half an hour choosing a wine? Or that you buy a dress, shirt, shoes and only an hour later you already feel sorry about that? This latter one is called “Buyer’s remorse”. That post-purchase anxiety about a decision is a common affliction for Customers.

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5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. It’s a simple concept, really. Simple yes… but is it happening? Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Focusing on rewarding these, however, is not conducive to Customer Centricity.

How to Make or Break Your Customer Experience

Beyond Philosophy

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business. Overlook this, however, and you are not likely to end up with the Customer focus you seek.

We Don't Need No Stinkin' Change Management

CX Journey

It appeared on their blog on July 17, 2014. The best way to approach both your customer experience management (CEM) strategy and how you will improve the experience as a result of listening to customers is to have a clearly-defined approach in place. As you start to think about the strategies and steps involved in CEM, you realize that it is a change management process in and of itself. Image courtesy of nanagyei I originally wrote today''s post for Intradiem.

Reputation Management or Customer Experience Management?

CX Journey

Reputation management is an important tool in our customer experience management (CEM) coffer, but I''ve heard some companies say it''s the only tool they need to listen and to improve the customer experience. Reputation management falls into the category of listening tools at your disposal for your CEM strategy, right next to surveys and other customer listening methods. It is not a strategy on its own that supersedes an overall, umbrella CEM strategy.

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? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

Blogs Customer Emotions 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 books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction Social Media

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Discovering What Customers Don’t Know Themselves

Beyond Philosophy

9 May 2014. 20 August 2014. < < [link] > The post Discovering What Customers Don’t Know Themselves appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here?

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3 Steps to Becoming #1 on Trip Advisor

Beyond Philosophy

UK Attraction ” on Thursday, October 30th 2014. Follow Colin Shaw on Twitter @ColinShaw_CX The post 3 Steps to Becoming #1 on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal.

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Why Most Customer Experience Programs Fail

Beyond Philosophy

Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause.

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

Beyond Philosophy

appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.

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

Beyond Philosophy

Attraction ” on Thursday, October 30th, 2014. Attraction” on Thursday, October 30th, 2014. The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years. Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. That being said; he admits they might have done some things differently.

How Sports Results Affect Our Decision Making

Beyond Philosophy

Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil. The post How Sports Results Affect Our Decision Making appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example.

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

Beyond Philosophy

If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX The post Employee Culture: Why Amazon is on Top and Bank of America Isn’t appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t.

How to Make or Break Your Customer Experience

Beyond Philosophy

Follow Colin Shaw on Twitter @ColinShaw_CX The post How to Make or Break Your Customer Experience appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

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

Beyond Philosophy

Attraction ” on Thursday, October 30th, 2014. Attraction ” on Thursday, October 30th, 2014. Follow Colin Shaw on Twitter @ColinShaw_CX The post Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years.

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Right or Wrong? Protecting Yourself Against Other Passengers

Beyond Philosophy

Protecting Yourself Against Other Passengers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight.

4 Ways to Get Customers to do What You Want

Beyond Philosophy

www.psychology.today.com 1 August 2014. 10 August 2014. link] The post 4 Ways to Get Customers to do What You Want appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Clearly the trick is to make them want to do what you want them to do. Sometimes people just need to be encouraged in the right direction.

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

The post 4 Ways to Gain Customers’ Trust in Data Security appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. 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?

Are you Prejudiced?

Beyond Philosophy

appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.

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Do You Have a Secretly Toxic Employee Problem?

Beyond Philosophy

appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience.

Putting the Power of Your People to Work for Customer Centricity

Beyond Philosophy

Follow Colin Shaw on Twitter @ColinShaw_CX The post Putting the Power of Your People to Work for Customer Centricity appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. 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.

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! Download the agenda to view more details on how: Liberty Global have been transforming the organisation since 2014 with a cross-border Voice of the Customer program.

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eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many!

What’s the CX buzz this week? (19th May, 2014)

Customer Interactions

In addition to posts on the customer experience and customer service, we added some picks on CRM effectiveness and CEM. For this week’s edition of CX Buzz, we thought it would be interesting to add a little more variety to our selections. The content within our picks are (as always) very insightful. You’ll definitely be able to use some of the insights in your next team meeting. Don’t forget to share the knowledge with other CX professionals!

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The Employee Experience - Customer Experience Connection

CX Journey

Define Your Employee-Centric Culture Putting Employee More First This Trumps Customer Experience CEM Toolbox: Employee Experience Does "Employees More First" Disparage Customers? 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.

The Problem with Self Service

Beyond Philosophy

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well.

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