Retently

OCTOBER 1, 2018

Using customer journey mapping is paramount, as it lets everyone in your company visualize how someone becomes a client, and gives them a better understanding of how to improve the process. SuiteCX – A very user-friendly CEM platform that comes equipped with ready-to-go customer journey mapping visualization templates.

Customer Journeys 93

Customer Journeys Touchpoint Social Media How To 93

Beyond Philosophy

JANUARY 12, 2015

Making sure that your employees believe in your brand promise, are trained properly on how to deliver it, and are invested in its success enough to do what it takes to achieve it is critical to having a Customer Experience that surprises and delights customers. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Beyond Philosophy

OCTOBER 28, 2014

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 136

Customer Experience How To Multi-Channel CEM 136

Beyond Philosophy

OCTOBER 28, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

NOVEMBER 24, 2014

Let’s take a closer look at each of these and how the most Customer-centric organizations use them to exceed Customer Expectations: Managing: Decisions about how to manage the emotional expectations of the Customer must be made, including which ones are most important and how this will be exceeded.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Strativity

JUNE 16, 2015

. . June 2015 News & Insights. . . In the latest CX Pulse study conducted by Strativity Group, responses indicate that, while many of us are creating maps and intend to keep them up-to-date, few actually assign ownership to touchpoints or know how to update the maps over time. . . . . September 17, 2015 – New Jersey.

Customer Journeys 40

Customer Journeys CEM Conference Touchpoint 40

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110