Clarabridge

MAY 9, 2018

Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. These two took attendees through best practices for establishing a successful CEM program.

CEM 40

CEM Roadmap Contact Center Conference 40

Beyond Philosophy

MARCH 5, 2015

Customers don’t like to be late, but they like to be lied to even less, so this kind of honesty and open communication strengthens the relationship because Customers know that Southwest is going to tell them the truth. Most importantly, however, they are honest and public about their problem. JetBlue Will Automatically Check You in.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

JANUARY 28, 2015

Is paperwork how he communicates or email? Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. Familiarize yourself with how your boss works. Does she like you to set appointments or drop by the office?

CEM 60

CEM eBook Conference Customer Centricity 60

Responsetek

MAY 4, 2018

Economists have long taught us that choice confers on us freedom, personal responsibility, self-determination and autonomy. This ultimately made it more likely that action was taken to communicate with a match, leading to a satisfying long term relationship, rather than dismissing options on the smallest of criteria.

CEM 40

CEM Consumers Brands Automotive 40

Beyond Philosophy

DECEMBER 22, 2015

Estimates are that 9 out of 10 organizations are now utilizing content in their marketing programs, devoting one-quarter, or more, of their marketing budgets to this component of communication. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

Video 60

Video Marketing Social Media Conference 60

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.

CEM 40

CEM Case Study e-support Study 40

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer Sensitivity. Customer Focus. Multiple sources of data are used to develop insights.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

JUNE 11, 2015

It enables companies to more effectively communicate with customers, socially engage with them, and generate additional insight on their evolving needs and wants. Studies have shown that gamification can lead to a 100% to 150% increase in engagement, as measured by such as involvements as online community activities.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 29, 2015

Successful organizations have either evolved to do this as part of their operational and shared values DNA , or they have begun to recognize the importance of image and social responsibility in their communication programs, by placing customers’ interests ahead of the enterprise’s.

Consumers 60

Consumers Wireless Banking Leadership 60

Waypoint Group

MAY 18, 2016

We’ve all seen the insidious effect of terrible feedback spread through conferences, competitors, and colleagues, it can destroy any good feeling a company had and it must be a point of focus. You may have customers who are coming to you with their issues which is great, but those who aren’t can cause unknown damage. Recognize the whole.

Company 40

Company Customer Experience Survey B2B 40

Beyond Philosophy

JUNE 23, 2015

For websites favoring incentive devices like sweepstakes and frontal assault “push” email programs to attract potential customers, personalized communication is the perhaps the best opportunity to demonstrate ongoing interest in customers—especially new ones.

Wireless 60

Wireless Marketing Advertising e-support 60

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. 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.

Self Service 60

Self Service Exercises Analysis Call Center 60

Beyond Philosophy

DECEMBER 14, 2015

Today, though many enterprise leaders still believe in, and practice, a paradigm which depends on controlled communication and power rather than mutually beneficial agreements, Greenleaf strongly believed otherwise.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

JUNE 17, 2015

For marketing planners, it’s a reality that SEO, PPC, SMM, and email must interconnect and mesh; but even the most well-designed communication plan will not yield desired results without innovation and good management So, yes, there’s a lot of Cirque de Soliel-level juggling skill required to make these content programs successful.

Consumers 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

AUGUST 13, 2015

Today, though many enterprise leaders still believe in, and practice, a paradigm which depends on controlled communication and power rather than mutually beneficial agreements, Greenleaf strongly believed otherwise.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Experience Matters

APRIL 7, 2015

The Confirmit Community Conferences held in Orlando, San Francisco, Oslo and London last year brought together industry leaders and heroes from ViaSat Inc., and Harvard Business Publishing, were honored at the conferences 2014. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Is communication, and are marketing efforts, omni-channel, micro-segmented and even personalized? So, is your company ‘human’?

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

JUNE 20, 2015

The study revealed that an overwhelming 75% of the company’s customers were communicating to others about the organization through offline and online channels. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

B2C 60

B2C B2B Metrics Analysis 60