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

Beyond Philosophy

FEBRUARY 3, 2015

Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”. Zhecho Dobrev, one of our consultants published his musings on this concept.

CEM 60

CEM Retail Consulting Conference 60

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Do you love CEM as much as we do?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

delighted

AUGUST 30, 2019

Fortunately, an easy-to-use customer experience management (CXM or CEM) platform makes it possible to manage and understand the quality of your brand experience. A good customer experience platform will allow you to get insights for every customer-facing touchpoint you care about.

Customer Experience Management 51

Customer Experience Management Software Customer Experience Management 51

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Do you love CEM as much as we do?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Why Is Customer Experience Management (CEM) So Important? Detractors. What is Net Promoter Score.

Feedback 111

Feedback CEM Net Promoter Score Social Media 111

Beyond Philosophy

JUNE 11, 2015

They are looking for better experiences across channels, as well as reasons to spend; and gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. This trend works well for building more strategic, bonded relationships with customers.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

APRIL 30, 2015

Another study from statista.com indicated that the percentage rose to 42% in lower income groups but only to 37% in higher income brackets. To avoid this situation, organizations need to consider their target Customer’s wants and needs. What makes your target Customer feel elite?

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Beyond Philosophy

JULY 5, 2015

. – Customers are known, but still mostly in the aggregate – Customer service is somewhat more evident (though still viewed as a cost center), with a focus on complaint and problem resolution (but not proactive complaint generation; internal groups tend to point fingers and blame each other for negative customer issues – Measurement is mostly around (..)

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

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. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60