Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences.

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CEM Customer Journeys Conference Customer Centricity 60

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.

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CEM eBook Social Media Customer Centricity 98

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Consider the pay phone. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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.

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CEM Retail Consulting Conference 60

Wootric CX Blog

JUNE 13, 2019

Customer experience enablement is an holistic approach to improving CX by making foundational changes to both customer-facing and internal processes within a company. It is worth noting that approach is sometimes known as customer experience management (CXM or CEM). So many acronyms!

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Customer Experience Communication CEM Data 69

Bob Hayes

APRIL 11, 2016

So, we now have the two pieces of information for each CX touch point: 1) Customer satisfaction (Performance: how well we are serving our customers) and 2) Impact on customer loyalty. descriptive and predictive) to help us know what we need to do to increase customer loyalty. Loyalty Driver Matrix.

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Analytics Loyalty Survey Data 40

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.

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Loyalty Programs Loyalty Airlines Hotels 60

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? Further reading and resources: What is Digital Customer Experience?

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Resources Customer Journeys Customer Experience Net Promoter Score 56

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. 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.

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Chief Customer Officer Omni-Channel Customer Centricity Consulting 60