Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Roadmap 108

Roadmap Management CEM Software 108

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. INTRODUCTION.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important?

NPS 208

NPS Net Promoter Score Industry How To 208

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

Experience Investigators by 360Connext

OCTOBER 9, 2019

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? This person did not have Customer Experience in their title. Leaders today are charged with big, bold initiatives like “Cultural Transformation” without a playbook or even a proper goal.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

Lumoa

SEPTEMBER 16, 2022

NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Recent findings show that NPS is one of the top 3 customer experience metrics used by CX programs. That is why you need to take note of the factors: Customer zone of tolerance.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

Ian Williams

JUNE 10, 2019

Is the problem Customer Experience itself or the way in which it’s being done? . In part 1 we look at company culture. . Bob goes as far as to claim that 93% of Customer Experience ‘initiatives’ are failing. It is very difficult to argue against the principle of Customer Experience Management.

CEM 40

CEM Customer Experience Culture Customer Experience Management 40

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 60

CEM Omni-Channel Training Customer Experience 60

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM Case Study e-support Study 40

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. What is Guest Experience? A positive guest experience involves going beyond basic customer service.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Research in employee e xperience shows that passionate, enthusiastic employees provide a better customer experience. Even if they can only see each other on Zoom!

Employee Experience 116

Employee Experience Communication CEM e-support 116

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this make doing business with us easier for customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

Strativity

JULY 18, 2014

Accelerate Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. . . July 2014 News . .

CEM 40

CEM Customer Experience Conference Employee Engagement 40

PeopleMetrics

JUNE 8, 2020

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. You should leverage positive customer feedback as well! You’re basically connecting the customer experience with employee engagement. Pay It Forward. Conclusion.

CEM 78

CEM Infographics Employee Engagement Culture 78

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Indeed, CEM encompasses all of these practices, and more.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

SuiteCX

JANUARY 16, 2017

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience. Often company structure and culture play a big role in determining how hard/easy it is to dig out the data. So where do CX and CEM professionals get actionable data to make intelligent decisions?

CEM 100

CEM Data Groups Interaction 100

SuiteCX

JANUARY 16, 2017

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience. Often company structure and culture play a big role in determining how hard/easy it is to dig out the data. So where do CX and CEM professionals get actionable data to make intelligent decisions?

CEM 100

CEM Data Groups Interaction 100

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Indeed, CEM encompasses all of these practices, and more.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Seeing the Full Picture.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Ian Williams

JUNE 10, 2019

Is the problem Customer Experience itself or the way in which it’s being done? In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. . CET vs. CEM. One key consideration is the lack of differentiation between transformation & management.

CEM 40

CEM Customer Experience Consulting System 40

SurveySparrow

JULY 31, 2023

Did you know that companies that prioritize the voice of their customers can achieve a 10 times higher customer satisfaction rate compared to their counterparts? Customer feedback holds the key to enhancing your brand’s reputation and fostering long-term loyalty. The answer lies in the realm of voice of customer analytics.

Analytics 52

Analytics Social Media CEM Effort Score 52

Clarabridge

AUGUST 26, 2015

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization. If you missed our webinars with GE and Verizon, you can find them here: GE webinar and Verizon webinar.

CEM 40

CEM Tips Healthcare eBook 40

Ian Williams

JUNE 10, 2019

Is the problem Customer Experience itself or the way in which it’s being done? Leadership The CEO must 100% buy-into Customer Experience with her/ his heart and soul, and must have the complete backing of a strong senior management team. Customer experience has to be consistent for it to work.

CEM 49

CEM Customer Experience Leadership Consulting 49

CX Journey

DECEMBER 26, 2014

What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. Why is change management important? Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things.

Management 158

Management CEM Culture Employee Experience 158

Retently

JULY 25, 2018

Companies that provide poor customer service can lose up to $75 billion – all because their clients don’t get the satisfaction and experience they want, which is usually because no company department is assigned to manage this business aspect. Customers Are More Than a Source of Income. “It

CEM 97

CEM Customer Experience Social Media NPS 97

Customer Interactions

JULY 7, 2015

Often we’ll be helping a client who has just started using the NICE Fizzback solution to take things to the next level and make Customer Experience Management (CEM) an integral component of their organisational culture.

Culture 28

Culture Customer Centricity CEM Engagement 28

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? What is the right customer experience data to measure? Focus on sources along the customer journey.

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61

Strativity

SEPTEMBER 15, 2014

Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? CEM Certification – October 21 – 23, 2014. . . CEM Certification . CEM Certification. London, UK .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

PeopleMetrics

MAY 4, 2020

Recover alerts immediately identify the customers who have had a recent poor experience. Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. Alert Management. Why follow up?

Management 78

Management CEM Hotels Customer Centricity 78

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Strativity

JUNE 10, 2014

Webcast: Accelerating Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees.

CEM 52

CEM Culture CRM Innovation 52

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CEM 60

CEM CRM Conference Employee Engagement 60