CEM, Customer Engagement, Customer Service and Employee Engagement

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

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. Most brands and corporations get by on transactional approaches to customer relationships.

CEM

CEM Omni-Channel Training Customer Experience

Customer Engagement Manager: Roles & Responsibilities

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. .

Customer Engagement

Customer Engagement Engagement CEM Management

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Net Promoter Score

Net Promoter Score ROI Customer Experience Insurance

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Customer Experience How To CEM

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Strategy Customer Centricity CEM

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score

Net Promoter Score Customer Journeys Customer Experience Omni-Channel

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 3 Steps to Becoming #1 on Trip Advisor.

ROI

ROI Net Promoter Score CEM Conference

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score

Net Promoter Score Customer Experience CEM Banking

Top 12 Airtable Alternatives

SurveySparrow

OCTOBER 12, 2020

Employee engagement. This no-code platform has some advanced features like NPS Survey , Employee Engagement Surveys , 360 degree feedback tool, etc. Airtable CRM vs SurveySparrow CEM. In comparison, CEM or Customer Experience Management manages the entire journey experience of a customer within the company. .

CEM

CEM Net Promoter Score CRM NPS

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. R eal-Time Web Unique Features. Qualtrics.

Groups

Groups Multi-Channel Omni-Channel CEM

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

JUNE 2, 2015

Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success.

Customer Centricity

Customer Centricity Retail Leadership Training

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification

Gamification Loyalty Programs Loyalty Consumers

What Is Customer Experience Management

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized.

Customer Experience Management

Customer Experience Management Customer Experience Management Multi-Channel

What Is Customer Experience Management

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized.

Customer Experience Management

Customer Experience Management Customer Experience Management Multi-Channel

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

Most brands and corporations slide by on fairly macro, passive, and transactional approaches to customer relationships. These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. These companies are also invariably quite disciplined and proactive.

Financial

Financial Omni-Channel Airlines Multi-Channel

Customer Experience Update

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Customer Engagement Manager: Roles & Responsibilities

Webinars

Trending Sources

5 Reasons Your KPIs Are Hurting Your Customer Experience

Webinars

Do You Harness the Power of Habit in Your Marketing Yet?

5 Facts to End the ROI Debate on Customer Experience

How to Make or Break Your Customer Experience

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Top 12 Airtable Alternatives

2015 Temkin Group CX Vendor Excellence Award Winners

Like Just About All of Their Customers… I LOVE Wegmans!!!

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

What Is Customer Experience Management

What Is Customer Experience Management

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Stay Connected