CEM, Consulting, Customer Engagement and Net Promoter Score

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

But I didn’t need those, nor the “religion” I was accused of fostering before, as during our work we’ve helped a number of success stories, including: A Construction company increased its profits by 50% and moved from 4th to 1st in market share by focusing and improving its customer experience. The Value of Customer Experience, Quantified.

Net Promoter Score

Net Promoter Score ROI Customer Experience Insurance

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

MORE WEBINARS

AI IRL Podcast Episode 15: Understanding the Customer Engagement Maturity Model (part 1)

Bold360

APRIL 17, 2019

This week we spoke with Ross Haskell , Lead Evangelist for Bold360 at LogMeIn and Amber Gregorio , Senior Product Marketing Manager at LogMeIn about a model they’ve developed with Forrester Consulting to help companies understand how they’re doing in terms of customer experience. Enter the Customer Engagement Maturity Model (CEM).

Customer Engagement

Customer Engagement Engagement CEM Net Promoter Score

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Strategy Customer Centricity CEM

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

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

Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail

Retail Net Promoter Score Customer Experience CEM

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score

Net Promoter Score Customer Experience CEM Banking

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Data CEM Customer Retention

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI

ROI Net Promoter Score CEM Conference

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines

Airlines Examples Net Promoter Score CEM

AI IRL Podcast Episode 16: Understanding the Customer Engagement Maturity Model (part 2)

Bold360

APRIL 25, 2019

A recent survey of 450 companies revealed that the higher a company’s customer engagement maturity model, the faster it outpaces its competition across key metrics, with the gap increasing year after year. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement

Customer Engagement CEM Net Promoter Score Engagement

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

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. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Michael Lowenstein, Ph.D.,

Consumers

Consumers Wireless Banking Leadership

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

Beyond Philosophy

JUNE 17, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Consumers

Consumers Connections Social Media Advertising

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification

Gamification Loyalty Programs Loyalty Consumers

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

APRIL 7, 2015

Clarabridge uses industry-specific models and the most precise, accurate Natural Language Processing (NLP) functionality and sentiment analysis to detect emotion, context, and root causes, as well as to predict future customer behaviors. Our services team has helped with over 1,000 customer experience management initiatives.

Groups

Groups Multi-Channel Omni-Channel CEM

Customer Experience Strategy – 30 Ways to go about

SurveySparrow

OCTOBER 25, 2019

It is essential that you provide high-quality customer service at all channels as a bad experience can make them seek greener pastures. The point is that the experience your customers have with you should make them come back to you again and again. Measure customer experience. Better customer engagement.

Omni-Channel

Omni-Channel Strategy Customer Experience Customer Journeys

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

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Financial

Financial Omni-Channel Airlines Multi-Channel

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C

B2C B2B Metrics Analysis

Customer Experience Update

5 Reasons Your KPIs Are Hurting Your Customer Experience

4 Actions to Exceed Customer Expectations

Webinars

Trending Sources

5 Facts to End the ROI Debate on Customer Experience

Webinars

AI IRL Podcast Episode 15: Understanding the Customer Engagement Maturity Model (part 1)

Do You Harness the Power of Habit in Your Marketing Yet?

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

How to Make or Break Your Customer Experience

4 Things We Can All Learn from a Retail Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

4 Ways to Gain Customers’ Trust in Data Security

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

3 Examples of Change for the Better in Airlines

AI IRL Podcast Episode 16: Understanding the Customer Engagement Maturity Model (part 2)

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

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

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

2015 Temkin Group CX Vendor Excellence Award Winners

Customer Experience Strategy – 30 Ways to go about

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

When B2B and B2C Key Performance Metrics Flatline….

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