Beyond Philosophy

FEBRUARY 2, 2015

Having a great song, jingle, or score makes the ad create positive emotions in the minds of your Customers. Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. . <

Tools 60

Tools Marketing CEM eBook 60

Beyond Philosophy

FEBRUARY 3, 2015

When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. Of course, these examples are about the subconscious experience as none of these things make sense.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

JANUARY 28, 2015

There are ways to suggest a better course of action without being as blunt as saying no. In improvisational acting, no is a bad word. One must always say yes to the partner, or the scene can’t progress. The same applies at work. Feel reluctance to share a good idea.

CEM 60

CEM eBook Conference Customer Centricity 60

CloudCherry

AUGUST 9, 2018

A well designed customer journey map and steady feedback stream will provide many data points on potential changes that may improve the customers’ experience, but identifying which changes can influence long-term success is what really matters in the end.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . Collecting data about the customer and about the transaction.

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . Collecting data about the customer and about the transaction.

Communication 40

Communication Net Promoter Score Customer Journeys Effort Score 40

Esteban Kolsky

MARCH 17, 2022

more and more people and companies went online and more transactions where happening between consumers and single-person customers than between businesses. the pendulum swung to the other end (nee customer centricity), and we were (as almost always) caught un-prepared. 46 pages of a CEM primer like was never published before.

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

Esteban Kolsky

MARCH 17, 2022

more and more people and companies went online and more transactions where happening between consumers and single-person customers than between businesses. the pendulum swung to the other end (nee customer centricity), and we were (as almost always) caught un-prepared. 46 pages of a CEM primer like was never published before.

Omni-Channel 78

Omni-Channel CEM CRM B2C 78

Beyond Philosophy

JUNE 1, 2015

Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. That said, there is also lots of commoditization and passivity where these programs are concerned – sort of the “If You Build It, They Will Come” syndrome at work.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

DECEMBER 14, 2015

That may feel squishy to some, but it should be recognized that such organizations have the capacity to become engines of growth and profitability, and many of these companies have done exactly that.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

That may feel squishy to some, but it should be recognized that such organizations have the capacity to become engines of growth and profitability, and many of these companies have done exactly that.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Esteban Kolsky

MAY 17, 2018

some guru comes out with the concept of “experiences” — that’s what we need to do… so we set out to design experiences (also a model where we control what customers do, btw – something that customers don’t want or need. let’s call it — oh, CEM), but we failed. where are you?

Engagement 106

Engagement CEM CRM Strategy 106

Esteban Kolsky

MAY 17, 2018

some guru comes out with the concept of “experiences” — that’s what we need to do… so we set out to design experiences (also a model where we control what customers do, btw – something that customers don’t want or need. let’s call it — oh, CEM), but we failed. where are you?

Engagement 98

Engagement CEM CRM Strategy 98

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? And what about all these other acronyms customer experience experts toss around?

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Beyond Philosophy

DECEMBER 23, 2015

For the CCO, broad background in customer experience optimization transcends the brand-building focus of marketing (the CMO’s role) or IT/operations (frequently the CIO’s role). Customer Insight, Data and Action Generation.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

JUNE 4, 2015

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. Humanistic companies—or firms of endearment (FoEs)—seek to maximize their value to society as a whole, not just to their shareholders.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Gainsight

DECEMBER 23, 2019

While potentially if it’s a lightweight easy UGY may not require as much customer success help. Of course, you wanna always push your employees as far as you can but you don’t wanna stretch them too thin. And you have to get alignment on the CEM otherwise it falters and sputters. ” Something like that.

Customer Success 52

Customer Success How To Customers Sales 52

Ecrion

OCTOBER 14, 2019

We enable providers to harness that power, and grow with an engaged, loyal customer base at their side. So, What is Customer Experience Automation? Many software companies offer solutions for Customer Experience (CX) and/or Customer Experience Management (CEM, CXM). We automate the customer experience.

Customer Experience 49

Customer Experience Customer Journeys Self Service CEM 49