Social Customer Experience Management


If you were born after 1994, you don’t need to Google “ social experience management.”. You are probably managing your own social experience as you read this article. What is Social Customer Experience Management? Who are these vocal customers?

Metrics for Customer Experience Management


Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated.

Reputation Management or Customer Experience Management?

CX Journey

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place.

Breaking Down Silos for Customer Experience Management


Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Use Customer Inputs Everywhere.

The Challenges of Customer Experience Management


Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so passionate about customer experience? Lou Carbone of Experience Engineering taught me about how to engineer clues into an experience to naturally resonate with customers.

Choosing Customer Experience Management Software


To manage customer experiences across the entire customer life cycle, organizations need customer experience management software solutions that help manage content, data and other core services across the marketing, commerce and customer service functions of an organization.

Customer Experience Management Prevents Process Silos


Customer Experience Management Prevents Process Silos Lynn Hunsaker. Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. Manageability. Management’s inside-out thinking.

The Guide to Evaluating Customer Experience Management Software

Wootric CX Blog

These days, customer experience is really what makes great companies stand out from good ones. So, it’s time for you to start measuring and improving customer experience. Names and their acronyms include: Customer experience software (CX).

What is Customer Experience Management?


What is Customer Experience Management – or CEM for short? The customer experience is paramount in any industry. If you don’t have customers, you don’t have a business. But what is customer experience management?

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Customer Experience Management is Essential to Your Business


These are customer comments I found this morning on various retail shopping sites. Managing the Customer Experience. Customer experience today has a lot to do with feelings and emotions. When customers share their story, they’re not just sharing pain points.

Exploring the Elusive ROI of Customer Experience Management


Exploring the Elusive ROI of Customer Experience Management. These promises as stated in the opening paragraph aren't so much about customers' well-being as they are about the company's well-being. Related Articles: Metrics for Customer Experience Management.

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Customer Experience Management Software in Today’s Crazy World


Since I work in marketing technology, I was tasked with comparing the products and stores on my phone as we shopped: the customer experience in the 21st century. The bad kind of customer feedback loop. These other customers had shared their experience.

What Does “Digital First” Mean in Digital Customer Experience Management Today?


We first wrote about what the term “digital first” means in customer communications management (CCM) last year, but we wanted to revisit the idea because the digital customer experience landscape is changing. Customer Experience Customer Communications

Webinar About Best Practices: Customer Experience Management, Technology, Roles and Strategy

Natalie Petouhof

Tweet Is your brand following any of these best practices for customer experience management? Find out more at this webinar on 6 steps to superb customer experience management and here’s the research paper on best practices in customer experience management, technology, roles and the strategy required for success ! Decide Who Will Lead The Experience Management Strategy: A Competitive Advantage.

It Takes Teamwork: Customer Experience Management and the Little Red Hen

Beyond Philosophy

There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Blogs Customer Experience

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It


Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on.

Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer.

CEO’s Guide to Growth through Customer-Centered Management


CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. 3 Putting Customers First: If Not You, Who?

Customer Experience Lessons from a Crew Regatta -

Kristina Evey

Customer Experience Requires Teamwork. There are owners and CEOs, middle management and front line staff. There are so many different ways that each of these positions work into the overall Customer Experience. Customer Experience Management Leadership

8 Communication Tips for B2B Service Organizations

Daniel Group

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals. So, communication matters. That is a common question I hear from service managers and customer experience managers.

Enabling Smarter Engagement Through Personalized Proactive Communication

Rant And Rave

Analysts predict the global Customer Experience Management marketplace to explode to a staggering $33bn by 2025. Customer Experience

12 Principles of Successful #CEM Change Management

CX Journey

Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. Here are the fundamental steps - or pillars - to successful customer experience change management. Communicate. Communicate.

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Customer Experience Best Practices: Change Management (1 of 2)


Before you implement a Voice of the Customer solution , it''s important to set yourself up for success. Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. Build awareness and plan communications.

Customer Experience Best Practices: Change Management (2 of 2)


In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. Balance the customer feedback. Put customer feedback on every agenda.

Delivering actionable CX insights to the business: A Q&A with CX Journey’s Annette Franz

Vision Critical

More and more companies today are investing billions of dollars in customer experience (CX) programs. Executives are evangelizing the importance of delivering a more seamless experience, recognizing that CX is now the new battlefield in business.

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Has Marketing lost its way or is it just changing? A perspective by Bernard Page


Where does Customer Experience (CX) ‘sit’ in an organisation? Among other things, I am the Course Director of Customer Experience Management for the CIM (Chartered Institute of Marketing). My book, ‘Customer What? –

Your Customer Experience MUST Include Empathy - Transforming the Customer Experience

Kristina Evey

Empathy… Empathy Improves the Customer Experience. Customers can buy your stuff somewhere else. And yes, many times it is the customer who fouls things up. Lifeless, automated, and robotic responses kill the Customer Experience.

6 Best Practices for Managing Volunteer Experience Programs for the Nonprofit Sector


When Volunteers Are Treated Like Customers, Everyone Wins. Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. A central element of a true Customer Experience Management (CEM) program is “closing the loop”. 6 Best Practices in Volunteer Experience Management.

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Content Management Strategies (Part 2): Services-Oriented Approach


The Gartner report, “ Content Management for the Digital Era: Rethinking Strategies Beyond 2016 ,” is a strategy planning guide for IT leaders who are responsible for defining content strategies and selecting tools for customer experience management and delivery.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. A channel, to be clear, means a communication vehicle that a customer/member/etc.

Let’s Celebrate Positive Culture and #DreamSmallBiz

Win the Customer

Creating a positive workplace culture is a critical investment that can transform an ordinary organization into a winning customer service experience power that contributes to employee engagement, creates customer loyalty, and cements long-lasting success.

Tips to Improve Customer Service

Kristina Evey

Bottom line, businesses that deliver memorable customer experiences are the ones that become more profitable. Here are this week’s tips to keep you and your teams motivated to connect and work with your customers… Be Truthful.

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How to Improve the Customer Experience: Closing the Loop on Feedback


It's nice to experience such clarity in cause and effect: my taking an action (i.e., In the world of customer experience management , such straightforward scenarios can seem hard to come by. If you feel frozen, act small to improve the customer experience.

Data Management Software for CX and CCM


Data management software helps companies retrieve, manipulate and use data, even data stored in multiple places and in different formats. Customer Experience Customer Communications Data

Gartner on Content Management Strategies Beyond 2016


Gartner’s content and customer communications management (CCM) analysts have been quite busy lately. In the last few articles on our blog, we’ve been going over their recommendations for contextualizing CCM and the customer experience.

Join us at CX Europe 2018 for insight into customer understanding and other key CX priorities

Forrester's Customer Insights

Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide.

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The Best Way to Prepare Your Teams to Improve the Customer Service and Experience - Transforming the Customer Experience

Kristina Evey

Business leaders are really starting to jump on board the Customer Experience Bandwagon. The Customer Experience is no longer just a great idea, it’s now becoming a strategic initiative for more and more companies across the board.

We Don't Need No Stinkin' Change Management

CX Journey

What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. On Wikipedia , change management is defined as: an approach to transitioning individuals, teams, and organizations to a desired future state.

Building Mid-Management Mindshare for Your CX Program


Here are three strategies for ensuring middle managers are CX advocates, too. They have an intrinsic understanding of what it means to be customer-centric in the work they do. Let me be clear: I love working with middle managers and see them as a critical part of the process.

The Psychology of Customer Service Motivation

Win the Customer

How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Everyone does just enough and that’s the problem of customer service experience today. Communication Culture Customer Experience ManagementAnyone can do the bare minimum. Anyone can do enough to satisfy. Too many are content with just enough and lack the […].