Bold360

APRIL 30, 2019

If you want a competitive edge that widens every year, it is time to upgrade your customer engagement maturity model. This week we conclude our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting.

Customer Engagement 40

Customer Engagement CEM Engagement Self Service 40

Strativity

JULY 18, 2014

Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. HCI Employee Engagement Conference. . . . July 2014 News . . Webcast. .

CEM 40

CEM Customer Experience Conference Employee Engagement 40

Bold360

APRIL 17, 2019

The rapid expansion of engagement channels, and the expectation of personalized journeys is forcing many companies to break out of their traditional siloed approach and shift to a customer-centered strategy. So, instead they decided to take a closer look at digital engagement, and how it impacts company strategies and results.

Customer Engagement 40

Customer Engagement Engagement CEM Net Promoter Score 40

Customer Interactions

JULY 7, 2015

It’s been too long since I blogged on one of the steps to ‘CEM Greatness’ so I thought that this week it was time to give the topic some deserved attention. Engage with customers as close as possible to the point of experience. This step has two very important meanings: 1.

CEM 28

CEM Engagement Customer Experience Customers 28

Beyond Philosophy

NOVEMBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? Colin is an international author of four best-selling books and an engaging keynote speaker. Furthermore, your organization’s business goals are met—and exceeded!

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Colin is an international author of four best-selling books and an engaging keynote speaker. That which gets measured (and rewarded) gets done. What do you measure at your organization?

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

SmartKarrot

JULY 27, 2022

Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. . Customer engagement managers are responsible for building healthy relationships with customers. It covers –. contact-form-7].

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

SuiteCX

FEBRUARY 18, 2020

CX and customer engagement are now standard to the thinking of “CRM” companies. Eighty percent of all submissions for a recent ZD net report focused their efforts on proving customer experience and customer engagement, not CRM. The CEM Solution Ecosystem. It permeated everything they wrote and all that they offered.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

PeopleMetrics

DECEMBER 27, 2019

In this blog post, we are focusing on the internal help you will need. Legal will also come into play if you decide to engage with a third-party partner. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The Information Technology (IT) Department.

CEM 82

CEM Telecommunications Software Analytics 82

Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Colin is an international author of four best-selling books and an engaging keynote speaker. What’s your Customer Strategy for your Customer Experience? Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. How big is the risk represented by the way we currently engage with customers?

Strategy 138

Strategy CEM Customer Experience Banking 138

Beyond Philosophy

NOVEMBER 4, 2014

In my post, “ Engaging the Subconscious Shopper ,” I mention a Nielson report that reports that milk drives consumers to the store 59% of the time. If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. Divide and conquer.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. These are the results of meticulous planning and execution by customer experience managers (CEMs). product, marketing, and sales) to address customer concerns.

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well. You Will Now.

Banking 138

Banking Culture Employee Engagement CEM 138

Esteban Kolsky

MARCH 14, 2022

new blog, new posts, and many more to come. how is CX today different from CEM 10-20 years ago? i promise you i won’t bore you with 30-page blog posts or thesis-length treatises, if you promise (pinky-swear) to contribute and comment and play along. why a project? you get the point. how do we ensure success?

CRM 60

CRM Guidelines CEM Metrics 60

Esteban Kolsky

MARCH 14, 2022

new blog, new posts, and many more to come. how is CX today different from CEM 10-20 years ago? i promise you i won’t bore you with 30-page blog posts or thesis-length treatises, if you promise (pinky-swear) to contribute and comment and play along. why a project? you get the point. how do we ensure success?

CRM 60

CRM Guidelines CEM Metrics 60

Beyond Philosophy

MARCH 16, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience. Customers deserve better.

CEM 60

CEM CRM Conference Employee Engagement 60

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Colin is an international author of four best-selling books and an engaging keynote speaker. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

PeopleMetrics

MAY 24, 2018

Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

Beyond Philosophy

OCTOBER 14, 2014

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? Listen to your customers and engage with them. This warning is part of the company’s social responsibility.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Avaya

JULY 19, 2017

The customer left excited about the team engagement solution Avaya Equinox™ Experience (including what Avaya Equinox does to enhance conferencing) and the Avaya Breeze™ Platform for fast applications development. IAmAvaya #ProudAvayan #Cloud #UCaaS #CCaaS #SaaS #UCOMS #CEM.

System 68

System CEM Conference Meeting 68

Beyond Philosophy

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Apologizing in a Way That Promotes Customer Loyalty. I’d be interested to hear your insight in the comments below.

CEM 60

CEM Policies Customer Retention Conference 60

Beyond Philosophy

DECEMBER 23, 2014

I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience.

CEM 98

CEM eBook Social Media Customer Centricity 98

Beyond Philosophy

MARCH 12, 2015

Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

OCTOBER 14, 2014

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? Listen to your customers and engage with them. Blogs Thought Leadership' View our books on Customer Experience here.

Data 131

Data CEM Loyalty Consulting 131

Customer Enthusiast

NOVEMBER 26, 2017

And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Customer experience management (CEM) is the art and science of coaxing lifetime customer loyalty from daily transactions. Don’t settle for ordinary.

Customer Experience 53

Customer Experience CEM Lifetime Customer Hotels 53

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha! – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Strativity

JUNE 10, 2014

Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to enter to win a free Strativity CEM workshop for up to 40 people.

CEM 52

CEM Culture CRM Innovation 52

Retently

OCTOBER 1, 2018

According to our findings, these are the most common and popular ones: Clarabridge – A useful CEM (Customer Experience Management) platform that can help you improve the customer journey with relevant feedback. Smaply – A CEM software that uses maps and graphical tools to make the customer journey more visible and easy to act on.

Customer Journeys 93

Customer Journeys Touchpoint Social Media How To 93

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need. Blogs Employee Experience Thought Leadership'

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Colin is an international author of four best-selling books and an engaging keynote speaker. Should 4% of Customers Dictate Strategy?

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

JANUARY 26, 2015

If you enjoyed this post, you might be interested in the following blogs: The Draining of Target’s Emotional Bank Account. Colin is an international author of four best-selling books and an engaging keynote speaker. Read more about the book and register for the webinar, here. 4 Ways to Gain Customers’ Trust in Data Security.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Beyond Philosophy

SEPTEMBER 19, 2014

If you enjoyed this post, you might be interested in the following blogs: What Story Are You Telling Your Customers Today? Colin is an international author of four best-selling books and an engaging keynote speaker. Blogs Expert''s Insights' What are your suggestions to getting people to do what you want? 10 August 2014.

Airlines 118

Airlines CEM Consulting Video 118

Beyond Philosophy

SEPTEMBER 9, 2014

Colin is an international author of four bestselling books and an engaging keynote speaker. < [link] > The post Discovering What Customers Don’t Know Themselves appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Analysis Customer Experience' 20 August 2014. <

Hotels 161

Hotels CEM Analysis Customers 161

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. Colin is an international author of four best-selling books and an engaging keynote speaker. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction” on Thursday, October 30th, 2014.

ROI 74

ROI Net Promoter Score CEM Conference 74