PeopleMetrics

FEBRUARY 21, 2018

A lot of money and resources are spent on marketing and advertising -- creating wonderful visions within customers’ minds about what an experience with any given brand is going to feel like and look like. Design your customer experience in a way that you can deliver consistently through whatever channel(s) you happen to be in.

Marketing 67

Marketing CEM Advertising Video 67

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. But be strategic about how you do it. Monetary bonus programs.

CEM 61

CEM How To Hotels NPS 61

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62