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. You want to fix it, FAST. I have a graphic that might help.

CEM 98

CEM eBook Social Media Customer Centricity 98

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. They don’t.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

JANUARY 28, 2015

Be sure to ask your manager how you are doing and what you can improve at each month’s end. There are ways to suggest a better course of action without being as blunt as saying no. Ask your manager how long your lunch break is. Do things to help your colleagues; don’t try and score points off them. Request feedback.

CEM 60

CEM eBook Conference Customer Centricity 60

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

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

you see, CRM was never about the customer (although it had that in the name) but about how the company managed the customers. thus, sales functions were about pipelines and managing salespeople who entered data about companies (not necessarily people – more focused on titles and positions). tsk-tsk-tsk. tsk-tsk-tsk.

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Do they manage conflict? Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Do they manage conflict? Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Esteban Kolsky

MARCH 17, 2022

you see, CRM was never about the customer (although it had that in the name) but about how the company managed the customers. thus, sales functions were about pipelines and managing salespeople who entered data about companies (not necessarily people – more focused on titles and positions). tsk-tsk-tsk. tsk-tsk-tsk.

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

Esteban Kolsky

MAY 17, 2018

that stuff is simple – and so are customer interface strategies. problem is that we get so seduced by the concept of “controlling” customer interactions better than we often forget what we are trying to do. let’s call it — oh, CEM), but we failed. what do you think? where do you fit? where are you?

Engagement 106

Engagement CEM CRM Strategy 106

Esteban Kolsky

MAY 17, 2018

that stuff is simple – and so are customer interface strategies. problem is that we get so seduced by the concept of “controlling” customer interactions better than we often forget what we are trying to do. let’s call it — oh, CEM), but we failed. what do you think? where do you fit? 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

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Insight, Data and Action Generation. Customer Journey Management and Lifecycle Strategic Consultation.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Gainsight

DECEMBER 23, 2019

CS: So April is a veteran in the customer success space and has over 10 years of experience in SaaS companies. She was most recently customer success head at BetterWorks where she led services, customer support management, ops, and training team. How big is your revenue base that you’re managing?

Customer Success 52

Customer Success How To Customers Sales 52

Ecrion

OCTOBER 14, 2019

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. Of course, not everything can be automated—we focus on what can. We do exactly what it says.

Customer Experience 49

Customer Experience Customer Journeys Self Service CEM 49