CEM, Connections, Customer Centricity and Leadership

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI

ROI CEM Net Promoter Score Customer Experience

CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM

CEM CRM Customer Relationship Management Customer relationships

12 Principles of Successful #CEM Change Management

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. If company leadership isn't on board with the change, then forget it; it won't happen.

CEM

CEM Management Government Culture

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

MORE WEBINARS

Why Your Customer-Centric “Breakthrough” Is Not Working

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity

Customer Centricity Customer Journeys Culture Training

Putting the Power of Your People to Work for Customer Centricity

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity

Customer Centricity Employee Experience CEM Culture

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. People don’t just want connection now, they need it. Employees need to hear from leadership more than ever. Even if they can only see each other on Zoom! About the Author.

Employee Experience

Employee Experience Communication CEM e-support

Three Customer Experience Details Most C-Suite Leaders Overlook

Experience Investigators by 360Connext

OCTOBER 9, 2019

Another way we don’t really talk about CX is when we talk all about the Customer Experience Management (CEM) platform. The head of Customer Experience is really supposed to be the person who understands the CRM or CEM system the best. Are you, as a leader, using the right language around customer experience?

Customer Experience

Customer Experience CEM Net Promoter Score Customer Journeys

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score

Net Promoter Score Customer Experience How To CEM

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Retail

Retail Net Promoter Score Customer Experience CEM

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score

Net Promoter Score Customer Centricity Social Media CEM

Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation

eglobalis

OCTOBER 1, 2017

Over the past several years, the field of customer experience management has matured, we are seeing more and more companies recognize its importance as a key ingredient in building and maintaining customer loyalty, retention, engagement, measuring with the right KPIs and metrics. Events connecting CX and the Global Industry Experts

Customer Experience Professionals

Customer Experience Professionals CEM Customer Experience Customer Experience Management

3 Steps to Becoming #1 on Trip Advisor

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. He has supported it with his actions.

Leadership

Leadership CEM Sports Hotels

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. Please click here to learn more. appeared first on Beyond Philosophy.

CEM

CEM Customer Journeys Conference Customer Centricity

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Net Promoter Score

Net Promoter Score Customer Journeys Customer Experience Omni-Channel

What Can We Learn from Restaurants and Casinos?

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. Do you know the psychological cues in your experience?

CEM

CEM Social Media Customer Experience Management Conference

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences. The post When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King! Michael Lowenstein, Ph.D.,

Consumers

Consumers Connections Social Media Advertising

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score

Net Promoter Score Customer Journeys Omni-Channel Customer Experience

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. Michael Lowenstein, Ph.D.,

Video

Video Marketing Social Media Conference

10 Tips for Improving Enterprise Customer Experience

SmartKarrot

JUNE 29, 2022

Try to connect directly with them via social media platforms, surveys, blogs, and more to find out what they need. Your customer experience needs to be more than just an afterthought. Here are ten tips for improving enterprise customer experience: 1. Invest in Customer-Centric Technologies.

Tips

Tips Customer Experience Social Media CEM

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score

Net Promoter Score Customer Journeys Omni-Channel Customer Experience

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Beyond Philosophy

JUNE 11, 2015

From my perspective, the second explanation is good common sense; however, the first statement is really questionable, even counterintuitive if a subordinating goal of loyalty behavior is to help drive customer-centricity. They build genuine passion for, and bonding with, the brand by creating a more human, emotional connection.

Loyalty Programs

Loyalty Programs Loyalty Airlines Retail

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. Michael Lowenstein, Ph.D.,

Consumers

Consumers Wireless Banking Leadership

8 Customer Experience Predictions for 2016

SuiteCX

DECEMBER 22, 2015

Thought Leadership #6: Disruptive competitors will appear when and where you least expect them. Customer Experience will expand to focus on employee engagement. Social media lets you connect with friends to get the “inside scoop.” Customer Experience will become more integrated into an organization’s DNA.

Customer Experience

Customer Experience CEM Social Media Customer Journeys

Governance in Customer Journey Mapping

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Click here to view SlideShare.

Customer Journeys

Customer Journeys Government CEM Omni-Channel

Building Loyalty Doesn’t Need a Card

Beyond Philosophy

APRIL 30, 2015

These are considered experiential because they create an emotional connection with your Customers, creating connections between your brand with their interests and passions. How the Customer feels about the experiential rewards is as important as the reward itself, at least as far as creating loyalty.

Loyalty

Loyalty Rewards Programs Loyalty Programs Study

How to Build a Culture of Customer Experience Management

Answer Dash

APRIL 17, 2020

What is customer experience management? Customer experience management, sometimes abbreviated to CEM, is the practice of owning your customer experience and actively working to improve it. It involves research to discover who your customers are, what they need, and where their pain points lie.

Customer Experience Management

Customer Experience Management Culture Customer Experience Management

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

APRIL 7, 2015

Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. Clarabridge is the only platform that can easily connect to all sources of customer feedback and analyze it in aggregate. ResponseTek.

Groups

Groups Multi-Channel Omni-Channel CEM

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

Financial

Financial Omni-Channel Airlines Multi-Channel

The Employee Experience - Customer Experience Connection

CX Journey

SEPTEMBER 30, 2014

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy. Why Not Do Stay Interviews?

Employee Experience

Employee Experience Connections Customer Experience CEM

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

MAY 12, 2015

As a result, it is always looking to connect situations to make a coherent interpretation. This connection is jumping to conclusions, or what we romantically refer to as “your Gut telling you something.”. Your intuition is your System One at work. It’s up to System Two to come in and confirm these conclusions.

System

System Consumers Connections Customer Experience

Customer Experience Update

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

CEMs vs. CRMs (And Why You Need Both)

Webinars

Trending Sources

12 Principles of Successful #CEM Change Management

Webinars

Why Your Customer-Centric “Breakthrough” Is Not Working

Putting the Power of Your People to Work for Customer Centricity

Best Practices in Communications to Improve Employee Experience

Three Customer Experience Details Most C-Suite Leaders Overlook

How to Make or Break Your Customer Experience

4 Things We Can All Learn from a Retail Customer Experience

eBay & PayPal’s Split is Good for Customers

Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation

3 Steps to Becoming #1 on Trip Advisor

Are you Irrational: 7 Questions to See If You Are Irrational?

A to Z Guide to Customer Experience Definitions and Terms (Updated)

What Can We Learn from Restaurants and Casinos?

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Customer Experience Strategy: An A to Z Glossary

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

10 Tips for Improving Enterprise Customer Experience

A to Z Guide to Customer Experience Definitions and Terms

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

8 Customer Experience Predictions for 2016

Governance in Customer Journey Mapping

Building Loyalty Doesn’t Need a Card

How to Build a Culture of Customer Experience Management

2015 Temkin Group CX Vendor Excellence Award Winners

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

The Employee Experience - Customer Experience Connection

Why Gut Decisions Are Sometimes Wrong

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