PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

NPS 70

NPS Net Promoter Score CEM Metrics 70

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. As CEO, he guides the company’s vision and strategy.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. Net Promoter Score (NPS) is used to determine how likely you are to recommend a product or service to one of your friends or family.

Net Promoter Score 60

Net Promoter Score NPS CEM Conference 60

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. Net Promoter Score (NPS) is used to determine how likely you are to recommend a product or service to one of your friends or family.

Net Promoter Score 60

Net Promoter Score NPS CEM Conference 60

Beyond Philosophy

NOVEMBER 4, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 14, 2014

To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX. View our books on Customer Experience here.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

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 120

Net Promoter Score Customer Experience How To CEM 120

Bold360

APRIL 25, 2019

This week we continue our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement 40

Customer Engagement CEM Net Promoter Score Engagement 40

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. Schedule a call with an expert CX consultant to make this work for your business. Responding to feedback with an appropriate solution and closing the ticket is what we call to close the loop feedback. No action on bad experience can affect the bottom line!

Feedback 74

Feedback Tips Net Promoter Score CEM 74

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. When I started consulting back in 2002, no one knew what Customer Experience was. Join Beyond Philosophy for the Certified Advanced CEM Training.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. When I started consulting back in 2002, no one knew what Customer Experience was. Join Beyond Philosophy for the Certified Advanced CEM Training.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

MARCH 5, 2015

View our books on Customer Experience here. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

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 40

Customer Engagement Engagement CEM Net Promoter Score 40

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. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

OCTOBER 25, 2019

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. CEM tools are part of every business that desires growth. Measure customer experience. Business results…!

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Beyond Philosophy

JUNE 29, 2015

Michael Lowenstein, Ph.D., 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.

Consumers 60

Consumers Wireless Banking Leadership 60

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 60

B2C B2B Metrics Analysis 60

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 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Beyond Philosophy

JUNE 11, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. 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?

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 4, 2015

Michael Lowenstein, Ph.D., 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.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

SmartKarrot

JULY 26, 2021

Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES). Customer Experience Director Customer Experience Manager Customer Experience Consultant Customer Experience Specialist Customer Experience Agent Customer Experience Advocate.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11