Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy. Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers.

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Customer Experience Best Practices Now and Into the Future

ResponseTek

CEM goes mainstream with this article from The Seattle Times as they share how customer experience management tactics can be applied outside of the CEM profession to improve all professional relationships and interactions. Read the article to find out how you can apply your CEM skills in order to improve your work relationships. This month we’ve continued to focus on mobile and general industry best practices.

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Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know

Clarabridge

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization.

New CEM HA Suite Provides Holistic Customer Experience Management

Customer Input

Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules. Blog Customer input Journal CRM Customer Experience Software

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.

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

How to Calculate the ROI of CX for Your Business

ResponseTek

CEM CEM Metrics NPS How to calculate ROI from CX industry trends CX revenue CX ROI customer experience ROI of CXGetting Buy-In with Generic Stats Doesn’t Work.

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CX, ROI and Reality: The Numbers Are Real, and So Are the People

ResponseTek

Best Practices CEM Voice of Customer Customer Experience ROI CX Airlines CX Revenu CX ROI How to Create ROI from CXIn our last article, “ How to Calculate the ROI of CX for Your Business ,” we discussed the gains brands stood to make industry by industry with good customer experience. The estimations that experts like Forrester and Temkin put forth seem larger than life once calculated, but they are very legitimate.

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58 Customer Experience Quotes From 52 Weeks of Podcasts - Frank Reactions

Tema Frank

B2B Blog Customer Service / Customer Experience Frank Reactions Podcast Internet Marketing Interview Highlights Process Sales #cx cem change employees hr leadership management quotesAnother Inspiring Year of Customer Experience Interviews. Check out some of the best quotes, and share them with your friends. Happy New Year! 58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions from Tema Frank. There’s a surprise offer on the last slide).

How to Reduce Churn: Frontline Transformation

ResponseTek

CEM Best Practices Thought LeadershipLast week, we opened the discussion on the most effective ways to address and reduce churn. In our last post we talked about using real-time insight from customer feedback as a key pillar.

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there.

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This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times! - Frank Reactions

Tema Frank

Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Shows Social Media #cx airlines cem customer service Dave Carroll United United Breaks Guitars viralUnited Airlines Paid a Big Price For This Customer Service Screw-Up!

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Create Magic Moments for Your Customers: Shep Hyken Talks Customer Service - Frank Reactions

Tema Frank

Blog Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Shows Strategies #cx cem customer service Hyken interview ShepCustomer service & customer experience expert, Shep Hyken, tells a story in today’s interview of walking into a hotel.

Good CEM Design Avoids Data Dump Dashboards

MaritzCX

How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems.

10 Survey Best Practices and Tips to Increase Response Rates (Part 1)

ResponseTek

Best Practices CEM Voice of Customer Collection Survey Fatigue Survey Tips SurveyingThese days, most customers’ inboxes are filled to the brim with emails requesting their feedback, making the feedback survey somewhat of a hard sell. That being said, surveys are still one of the most effective methods for attaining data from consumers and can be extremely valuable when aligned with strategy, analysis and research.

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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Who owns the customer?

Ian Williams

Branding Customer Experience cem cex customer experience cxJust over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was to argue that customers experience the business cross-functionally, and as such can be influenced by all or any of the functions of the organisation.

Don’t Make This Customer Experience Metrics Mistake! - Frank Reactions

Tema Frank

Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Process Retail Shows #cx cem ClearAction customer experience metrics Lynn Hunsaker metricsAre you sick of having customer service employees beg you to give them a perfect 10 in the follow-up surveys? I kind of feel sorry for them: they tell you that if they don’t get a 10 they’ll be penalized. … Continue Reading → The post Don’t Make This Customer Experience Metrics Mistake!

14 Omens of a Brewing Customer Experience Problem - Frank Reactions

Tema Frank

Blog Book: PeopleShock Customer Service / Customer Experience Process Sales Social Media #cx cem ceo customer experience data leadershipSometimes it’s obvious to everyone in your organization that you’ve got a customer service problem, but not always. And unhappy customers don’t always tell you; they may just silently slink off to a competitor.

Why I Suffered Through A Website Redesign (and You Should, too!)

Beyond Philosophy

Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research The end of 2014 was really busy.

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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.

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally.

4 Actions to Exceed Customer Expectations

Beyond Philosophy

Blogs 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 management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership

Do you know where your data is?

SuiteCX

CX (customer experience) and CEM (customer experience management) practitioners require actionable data to understand, interact with, and plan to change the experience of the customer. So where do CX and CEM professionals get actionable data to make intelligent decisions?

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How to Create a Balanced Survey

MaritzCX

It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case.

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Good CEM Design Avoids Data Dump Dashboards

MaritzCX

How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea. View Article

Is Your Customer Experience Accidental?

Beyond Philosophy

Customer Experience Customer Loyalty Customer Satisfaction Emotional Experience Experience Design Uncategorized CEM Customer experience customer experiencesMost Customer Experiences are accidents—and unfortunately, they are not always happy ones.

How Wearables Can Improve the Customer Experience

ENGAGE.cx

Customer Experience Featured CEM customer experience customer-centric CXWearable devices have a unique spectrum of capabilities that can be leveraged by retailers as the technology trend grows in the coming years.

Understanding Customer Survey Data: Descriptive, Predictive and Prescriptive Analytics to Improve Customer Loyalty

Bob Hayes

Analytics Customer Experience Management analytics CEM customer experience customer surveysCustomer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty.

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.

The customer is always right, but…

Ian Williams

Customer Centricity Customer Experience Customer Satisfaction cem customer experience cx the customer is always rightThe customer is king! The customer is always right! But are they? For many, these statements are as relevant now as they ever have been. At the end of the day, ‘the customer’ is where the business gets its money from. Nobody put it better than Sam Walton, who said: “There is only one boss. The customer.

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!

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

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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4 Critical Customer Experience Predictions for 2017

ResponseTek

Best Practices CEM Industry News Thought LeadershipCX Predictions for 2017 are exciting and herald in a year of mobile dominance, employee engagement, predictive technology and the even bigger growth of Big Data. A must-read list for any CX professional, these 4 topics can help you lay the foundation for this year’s strategies: 1) Mobile Becomes a Monolith. Remember the days when phones were used for just calling and talking to people?

5 Must-Haves in your Customer Experience Management Platform

Clarabridge

There are two things to keep in mind about customer experience management (CEM): It is very important, and it is very hard to get right. Here are five things to look for when you are choosing a CEM platform to help you manage the customer experience.

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The 6 Key Customer Experience Mistakes Companies Make

Waypoint Group

Lessons Learned News Voice of Customer (VoC) B2B CEM strategy surveys voice of customerThe 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change.

6 Steps to a Great Apology

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Everyone makes mistakes.

The VOC, CRM, & CEM Convergence

MaritzCX

At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too

The VOC, CRM, & CEM Convergence

MaritzCX

At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too

Step 2 to 'CEM Greatness': Everyone Counts

Customer Interactions

Back in February I blogged about Fizzback’s '5 Steps to 'CEM Greatness'' and how our methodology helps business to create the complete Customer Experience Management (CEM) Solution, capturing the Voice of the Customer and enabling the previously silent majority be heard.