Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. I realized that four of the attendees were either looking for a new position or gave up looking and started consulting. Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.

Effort Score 60

Effort Score CEM ROI Customer Satisfaction 60

Innovative CX

FEBRUARY 26, 2019

Educational opportunities abound at universities like Rutgers CEM mini-MBA, online courses and webinars. Let’s agree that we are ALL CX practitioners whether we work in a company, an organization, a research firm, an independent consultant or for a vendor or supplier to the industry. What’s in a name? One final thought.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Beyond Philosophy

JANUARY 12, 2015

A Customer Experience is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against Customer expectations across all moments of contact. All attendees will receive a discount code for 50% off the eBook. Didn’t Believe Amazon Was Customer Centric Before? You Will Now.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

ClearAction

FEBRUARY 7, 2016

Integrating Customer-Focus & Measurement in Day-to-Day Business. 51% of companies that are investing at least 10% in customer experience efforts are reaping referral rates of 10% or more; only 22% of companies that are investing less than 1% in CEM achieve referral rates of 10% or more.(3). Measure Customer Value article.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Gainsight

JANUARY 11, 2024

.” While customer education didn’t gain the widespread recognition it deserved until relatively recently, it’s quickly gaining mainstream status, and the role of Customer Education Manager (CEMs) is becoming common. Let’s demystify these roles to answer some fundamental questions: How are CSMs and CEMs different?

CEM 52

CEM Customer Success Management Customers 52

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Resolving Issues = ROI. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

ROI 83

ROI CEM Software Feedback 83

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

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. The problem CX managers face is how to demonstrate ROI. billion in 2014 to $8.39 million to $4,054.9

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

CloudCherry

AUGUST 30, 2018

While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. These changes are frequently led by your CEM. Take it beyond NPS. Gain insights and pivot quickly, if needed.

Strategy 150

Strategy NPS Analytics Analysis 150

CloudCherry

FEBRUARY 20, 2019

As soon as a customer indicates they have an issue, it’s possible to have your CEM create a ticket in your help desk along with any other context they have, like the customer’s past purchasing history and other survey responses. If you pay for expert help, it should only be in a consultative role or doing a bespoke integration.

Strategy 273

Strategy CEM Analysis Self Service 273

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. However, if you want an even bigger ROI and to reduce the chance of churn across all of your customers, implement root cause analysis (RCA) on each and every recover alert.

Analysis 87

Analysis CEM ROI e-support 87

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM 78

CEM ROI Contact Center Survey 78

Experience Matters

APRIL 7, 2015

We help businesses mature their program over time with expert consulting services. We speak, blog, write industry articles, consult with clients and develop methodologies and documentation to improve our client’s VoC/CX practices. Our services team has helped with over 1,000 customer experience management initiatives. Rant and Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? What is the right customer experience data to measure? Focus on high volume sources to demonstrate ROI. Let us show you.

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61

SurveySparrow

OCTOBER 25, 2019

Use customer satisfaction tools to measure how your customers feel at each touchpoint. If you want to have an Omni-channel approach as an important part of your customer experience, then you need to consult with all the stakeholders to discuss how you want the customer experience to be like across all channels. Business results…!

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77