ViiBE Blog

AUGUST 17, 2021

What's the meaning of customer experience management (CEM)? Customer experience management (CEM) stands for efforts organizations takes to make the customer experience and customer journey as seamless and resolute as possible. CEM can sustainably turn your customers into brand ambassadors.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

PeopleMetrics

MAY 13, 2021

Download the chart from this video. ? ? ?. In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters. PeopleMetrics LIVE!

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

PeopleMetrics

JUNE 28, 2021

Download the chart from this video. ? ? ?. In this session, customer experience experts walk you through a best practices framework for developing your customer experience strategy around shared goals, survey design, data accessibility and more. Watch on YouTube. ? ? ?. TRANSCRIPT: [COMING SOON]. ? ? ?. PeopleMetrics LIVE!

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

PeopleMetrics

NOVEMBER 9, 2021

Download the chart from this video. ? ? ?. We share how you can mix your market research and customer experience initiatives to get the most out of your budget and get actionable learnings from the data you collect. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Marketing 71

Marketing Customer Experience CEM Feedback 71

PeopleMetrics

AUGUST 31, 2018

Experiencing the service by watching videos on YouTube, downloading music, etc. ( He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Calling the company’s 800 number to ask questions (CS). Going back to the website to purchase ( not CS).

CEM 117

CEM Touchpoint Customer Service Exercises 117

PeopleMetrics

FEBRUARY 2, 2018

Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! Download the video transcript here. When the book is out, we'll also be doing a video about each one of the 40 lessons. Sean holds a Ph.D.

CEM 70

CEM Video Measurement Software 70

PeopleMetrics

MARCH 26, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold. Touchpoints vary. More #CXSecrets.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

PeopleMetrics

MARCH 12, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die! Why internal benchmarking? More #CXSecrets. The 40 Lessons That Turn Customer Feedback into Gold.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

PeopleMetrics

FEBRUARY 21, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! When advertising doesn't align with experience. More #CXSecrets. The 40 Lessons That Turn Customer Feedback into Gold.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

MARCH 7, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! Many titles, same job. CX leaders today hold many different titles. More #CXSecrets.

System 76

System Feedback CEM Management 76

PeopleMetrics

MARCH 21, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Thanks for joining us for another edition of #CXSecrets , a video series capturing bonus material from my book Listen or Die: 40 Lessons That Turn Customer Feedback into Gold. There has been a power shift. I’ve been in this business for a long time.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

FEBRUARY 12, 2018

Watch this edition of CX Secrets above , or click here to download the video transcript. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die! Visit our YouTube channel to see all of the videos in the series.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

Ecrion

JULY 8, 2019

Features of Interactive Document Software Unlike standard PDF, interactive PDF gives users more interactive elements including; Video files- this feature allows you to insert videos in your document. Make use of editing controls to customize the videos to match your brand colors and style.

User Experience 61

User Experience Interaction Software CEM 61

Beyond Philosophy

NOVEMBER 11, 2014

Check out the video: I really love this video as it just shows the extent to which we are driven on autopilot by our habits (literally in this case). We know that we are, in the well-worn phrase, ‘creatures of habit.’

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Strativity

SEPTEMBER 15, 2014

CEM Certification – October 21 – 23, 2014. . . Strativity would like to cordially invite you to attend our Customer Experience Management (CEM) Certification program. . CEM Certification . CEM Certification. Techniques that will elevate your customer journey mapping to the next level . ? Featured Event. .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Beyond Philosophy

DECEMBER 22, 2015

The element of content getting the most attention – and the greatest year-to-year rate of increase – is video marketing, aka rich video. Cisco anticipates that video will represent 70% of consumer Internet traffic by 2017, up from 57% now. And, video is an excellent, highly productive marketing tool. Why and how?

Video 60

Video Marketing Social Media Conference 60

CSM Magazine

FEBRUARY 22, 2022

Customer experience management (CEM) consists of managing all these interactions to insure that customers’ perceptions are positive and consistent over time, leading them to remain loyal to your brand. This includes everything from filing tickets to better facilitating remote access.

Tools 52

Tools Company Customer Experience Self Service 52

Beyond Philosophy

SEPTEMBER 19, 2014

If you are an airline that wants to put the fun back in flying for customers, add jokes to your safety videos to get people to watch them again and have good feelings associated with your brand. 5 Ways to Make a Great Impression on Your New Customer Airline Safety Videos: Changing Customer Behavior—for the Better! 10 August 2014.

Airlines 118

Airlines CEM Consulting Video 118

Beyond Philosophy

NOVEMBER 4, 2014

BusinessInsider.com just posted a great video that demonstrates this concept. We are naturally predisposed to follow a racetrack course of the supermarket. That means that our subconscious mind automatically sends us up and down the aisles at the grocery store. If you would like to follow Beyond Philosophy click here.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Esteban Kolsky

MARCH 14, 2022

i am not going to talk about that, gave you hints during the process as i was writing In a CX Minute last year, and if you really want to know where we ended up – here is a link to a good video good friend and CMO to SAP CX (and the stars) Sameer Patel put together with the message. how is CX today different from CEM 10-20 years ago?

CRM 60

CRM Guidelines CEM Metrics 60

Esteban Kolsky

MARCH 14, 2022

i am not going to talk about that, gave you hints during the process as i was writing In a CX Minute last year, and if you really want to know where we ended up – here is a link to a good video good friend and CMO to SAP CX (and the stars) Sameer Patel put together with the message. how is CX today different from CEM 10-20 years ago?

CRM 60

CRM Guidelines CEM Metrics 60

Beyond Philosophy

OCTOBER 29, 2014

Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. So, for my ending I want to leave you with John Oliver’s video on Scottish Independence : Why did I include that?

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

MARCH 29, 2016

The researchers set up a trust game, where half of the study’s participants recorded short videos asking another participant to trust them and send them money. The ‘senders’ viewed the videos and decided whether to send money, and how much. Can you tell a genuine smile from a forced one?

How To 60

How To CEM Video Customer Service Representative 60

Beyond Philosophy

MARCH 29, 2016

The researchers set up a trust game, where half of the study’s participants recorded short videos asking another participant to trust them and send them money. The ‘senders’ viewed the videos and decided whether to send money, and how much. Can you tell a genuine smile from a forced one?

How To 60

How To CEM Video Customer Service Representative 60

CX Journey

SEPTEMBER 10, 2015

View this short video , which explains the concept. Without video, coach feedback, or seeing with one’s own eyes, they still have a high degree of awareness as to their entire body position. Great athletes have great proprioception. Great customer experience athletes have great “social proprioception.” He spent 2.5

Training 80

Training Customer Experience CEM Customer Experience Management 80

Beyond Philosophy

OCTOBER 31, 2014

Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. So, for my ending I want to leave you with John Oliver’s video on Scottish Independence : Why did I include that? If there ever was a good ending, then John Oliver knows it.

Customer Experience 152

Customer Experience Banking CEM Policies 152

Experience Investigators by 360Connext

JANUARY 8, 2018

Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). It may not be a HUGE deal yet, but it could become one later. Airlines have long practiced “re-accommodating” ticketed passengers. Ask your front-line folks. What would THEY change about the customer experience?

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Lumoa

FEBRUARY 9, 2023

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer. It involves leveraging customer feedback, reviews, videos, and other customer-created content to create an authentic customer experience.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

SEPTEMBER 17, 2014

There are some points he makes in the video that I think warrant a closer look, particularly as they relate to Customer Experience. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Psychologist Paul Bloom discusses our natural prejudice in his TED talk, “Can Prejudice Ever be a Good Thing?”

CEM 120

CEM Groups Consulting Sports 120

Gainsight

JANUARY 11, 2024

.” While customer education didn’t gain the widespread recognition it deserved until relatively recently, it’s quickly gaining mainstream status, and the role of Customer Education Manager (CEMs) is becoming common. Let’s demystify these roles to answer some fundamental questions: How are CSMs and CEMs different?

CEM 52

CEM Customer Success Management Customers 52

Call Experts

JULY 28, 2022

Some contact center can handle many channels, including telephone, email, social media, and video. Customer experience management ( CEM ) software help contact centers collect and analyze data about their customers. In addition, a high-quality contact center can boost brand awareness and help customers make purchasing decisions.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

Experience Investigators by 360Connext

MARCH 12, 2018

The internal communications team sends a video of the speech to employees all over the globe. They can finally fix those issues they see. Department leaders begin to envision ways they can improve their customer’s experience. This is it, people. We have lift-off. And people start talking about ways to focus on customers.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

SurveySensum

APRIL 21, 2023

Inability to capture video responses All of these drawbacks have led users to look for an alternative to Formstack Forms. It’s a customer experience management (CEM) platform that helps businesses enhance their customer experience and drive growth. Lacks the ability to duplicate forms and ensures all rules copy into duplicate.

Survey 52

Survey Multi-Channel Analysis Tools 52

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do? Check the video below from UX Mastery to understand the basics of customer journey mapping.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SurveySparrow

OCTOBER 12, 2020

From content management, presentation, collaboration, to video conferencing Google Workspace will fulfil your businesses day-to-day activities. Video conferencing. Airtable CRM vs SurveySparrow CEM. In comparison, CEM or Customer Experience Management manages the entire journey experience of a customer within the company. .

CEM 52

CEM Net Promoter Score CRM NPS 52

Esteban Kolsky

MARCH 17, 2022

Ed approached me to write about this newfangled idea that was emerging at the time: CEM (customer experience management). 46 pages of a CEM primer like was never published before. Ed approached me to write about this newfangled idea that was emerging at the time: CEM (customer experience management). and we did. and we did.

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

PeopleMetrics

MARCH 1, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die!

Measurement 97

Measurement CEM Touchpoint Video 97