ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Smith+co CX

OCTOBER 20, 2021

The opportunity for Corona was to really stand out through the brand and customer experience against a sea of sameness and dullness in the B2B energy world. Smith+Co began by conducting qualitative and quantitative research (using our proprietary CEM+ Survey) with the loyal customers. What we did.

B2B 36

B2B Customer Experience Marketing CEM 36

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. But what does that exactly mean?

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Customer Experience 136

Customer Experience How To Multi-Channel CEM 136

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ReviewTrackers

AUGUST 6, 2020

As a pioneer in online marketing, I’ve never seen a strategy more all encompassing that produces results like inbound marketing does. Jessica Gagner, Communications & Events Strategy, BioConnect : HubSpot’s inbound certification is a great course. I’m always curious about ways to improve customer experience.

Course 114

Course Marketing Social Media Advertising 114

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Alos, Shulman was instrumental in American Express’ strategy to bring to market new digital payment services. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. Used well, with the right analysis on accurate data, rooted in the customer journey reality; these programmes are a valuable asset. Think Smiling Companies, Happy Customers. Image courtesy of Pixabay

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), While this customer-focused philosophy is evident in our work culture, it’s also at the core of each of our products.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. Then soon enough, we begin resenting that other team – the one who makes our jobs more difficult. Then we slide right back to where we were before DAY ONE. But all is not lost!

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

JULY 30, 2015

Is your Customer Experience an accident? If you enjoyed this post, you might be interested in the following blogs: Are You Deliberate with Your Customer Strategy or Just Taking a Chance. Designing A Customer-Focused Process. Why Most Customer Experience Programs Fail. Are You Inside-Out or Outside-In?

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

Beyond Philosophy

JUNE 11, 2015

From my perspective, the second explanation is good common sense; however, the first statement is really questionable, even counterintuitive if a subordinating goal of loyalty behavior is to help drive customer-centricity. In the U.S., regional supermarket chain Publix has no loyalty program.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Ian Williams

JUNE 10, 2019

Many of these activities can be IT driven, who as non customer-focused individuals, might not have the interests of the customer at heart. The result can potentially be technology that aims to drive down costs, but which is massively underutilised, as it does not provide customers with a great experience.

Customer Journeys 40

Customer Journeys Customer Experience Self Service Exercises 40

ClearAction

JANUARY 14, 2015

This is a larger concern, as customers tend to see a company as a single entity rather than a series of silos. Need for a Customer Experience Management Strategy Model. What's happening in B2B CXM strategy is similar to what's happening in B2C. Customer Experience Management Success Factors. Lack of budget.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Beyond Philosophy

DECEMBER 23, 2015

In this omni-channel world, maintaining proactive and positive relationships with customers, throughout the life cycle, is a key component of the CCO’s role within the enterprise. CCOs, in other words, need to be able to align and innovate engagement and relationship strategies.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60