PeopleMetrics

JULY 13, 2020

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys.

CEM 71

CEM Video Social Media Survey 71

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

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. Journey Strategy, Mapping & Management tools help create, deploy, and manage journey maps to understand, align around, and improve CX. Tool Audiences.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

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. Customer Experience Management Certification. . . . July 2014 News . . Webcast.

CEM 40

CEM Customer Experience Conference Employee Engagement 40

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. They might not be not what your management would like them to be. Sometimes this can be a tough sell to your senior management. NO, YOU DON’T. Please don’t fall into that trap.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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

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

Beyond Philosophy

NOVEMBER 6, 2014

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

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

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

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. Sean holds a Ph.D.

CEM 82

CEM Telecommunications Software Analytics 82

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. Is this reflected by senior management?

Strategy 138

Strategy CEM Customer Experience Banking 138

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. 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. That is to say, Amazon has it—and Bank of America doesn’t. They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

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. One of the businesses was transactional and the other was subscription based.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 60

CEM CRM Conference Employee Engagement 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. This warning is part of the company’s social responsibility.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

PeopleMetrics

MAY 24, 2018

Bruce Temkin , Managing Partner, Temkin Group. Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

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

OCTOBER 6, 2014

Do you have a person or team of people responsible for managing the Customer Experience for your organization? How involved is senior management in your Customer Experience details? This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. Why or why not?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

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. Please click here to learn more. Small Talk and Trust.

CEM 60

CEM Policies Customer Retention Conference 60

Beyond Philosophy

OCTOBER 29, 2014

By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. 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.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

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 24, 2014

Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job. Too many times, management creates hurdles to this and upsets the Experience along the way. Colin is an international author of four best-selling books and an engaging keynote speaker.

ROI 74

ROI Net Promoter Score CEM Conference 74

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. I will start with the first area: People.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

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. Enter to Win a Free Workshop on Customer Experience Management .

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. Also, it helps you improve all touchpoints. How to Identify Customer Touch Points.

Customer Journeys 107

Customer Journeys Touchpoint Social Media How To 107

Strativity

SEPTEMBER 15, 2014

CEM Certification – October 21 – 23, 2014. . . Are you a practitioner managing, leading, or championing customer experience in your organization? Strativity would like to cordially invite you to attend our Customer Experience Management (CEM) Certification program. . CEM Certification . On-Demand .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

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

FEBRUARY 24, 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: Tricks or Treasure? The Relationship Between Customer Experience Management and Sales.

CEM 60

CEM Social Media Customer Experience Management Conference 60

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

OCTOBER 20, 2014

They are not on board with management’s vision for the future. They don’t engage with the vision or feel any ownership in its deployment. For Customer-facing employees, it is important to hire those with a high EQ (emotional intelligence), so that they can use those skills to manage the situations to the outcome you want.

Culture 117

Culture CEM Effort Score Employee Experience 117

Beyond Philosophy

FEBRUARY 3, 2015

Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Engaging the subconscious shopper is a skill supermarkets are always perfecting. Colin is an international author of four best-selling books and an engaging keynote speaker. They don’t.

CEM 60

CEM Retail Consulting Conference 60

CX Journey

SEPTEMBER 10, 2015

See our blog about Grandiose CX Delusional Disorder , a similar affliction. Hold that thought and engage me in the concept of “social proprioception.” What I notice here is how engaged these trainers are with their clients. Know that you can be fully engaged with your clients AND fully engaged with your surroundings.

Training 80

Training Customer Experience CEM Customer Experience Management 80

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. Be sure to ask your manager how you are doing and what you can improve at each month’s end. Ask your manager how long your lunch break is. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Remember no one likes a smart arse!

CEM 60

CEM eBook Conference Customer Centricity 60