CEM Course Customer Centricity Management 
CX Journey
JANUARY 31, 2018
Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Customers’ needs change.
SurveySensum
MARCH 20, 2024
If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!
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Beyond Philosophy
FEBRUARY 5, 2015
How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.
Experience Investigators by 360Connext
OCTOBER 9, 2019
Focusing on the Customer Experience Management platform, not how it’s used. Another way we don’t really talk about CX is when we talk all about the Customer Experience Management (CEM) platform. Of course not. Of course, it’s not just the business leadership that gets this language wrong.
Beyond Philosophy
NOVEMBER 11, 2014
They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.
Beyond Philosophy
NOVEMBER 4, 2014
One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. We are naturally predisposed to follow a racetrack course of the supermarket. How you can apply it to your business: Depending on what you have available you can arrange the same racetrack course.
Beyond Philosophy
DECEMBER 23, 2014
A customer is hopping mad and in your face. I wish it were as simple as just asking your Customers what they want and getting the real answer. It isn’t of course, because sometimes the Customer might not even know. Institute a Customer-Centric focus, not an operational focus. You want to fix it, FAST.
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