PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. But what does that exactly mean?

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 119

ROI CEM Consulting System 119

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I will start with the first area: People.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

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 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. If you would like to follow Beyond Philosophy click here.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Clarabridge

SEPTEMBER 28, 2015

By Koren Stucki, Vice President CEM Consulting. Response rates for the typical customer survey have been dropping over the past 20 years. That’s frustrating for businesses that want to have a customer focus, because surveys are a great way to get specific, solicited feedback on your brand.

Survey 40

Survey CEM Brands Consulting 40

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. ” The post Why Your Customer-Centric “Breakthrough” Is Not Working appeared first on Customer Experience Consulting. Then we slide right back to where we were before DAY ONE. But all is not lost!

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Wootric CX Blog

JUNE 13, 2019

Customer experience enablement is an holistic approach to improving CX by making foundational changes to both customer-facing and internal processes within a company. It is worth noting that approach is sometimes known as customer experience management (CXM or CEM). Book a consultative demo today.

Customer Experience 69

Customer Experience Communication CEM Data 69

Ian Williams

JUNE 10, 2019

Many of these activities can be IT driven, who as non customer-focused individuals, might not have the interests of the customer at heart. The result can potentially be technology that aims to drive down costs, but which is massively underutilised, as it does not provide customers with a great experience.

Customer Journeys 40

Customer Journeys Customer Experience Self Service Exercises 40

Beyond Philosophy

JUNE 11, 2015

Additionally, and again like Asda, these chains have said they will go back to the basics: clean stores, well-stocked shelves, reduced checkout time, clearly marked sale items, and creation of a more customer-focused culture.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60