Remove CEM Remove Close the Loop Remove Voice of the Customer
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Are You There, Company? It's Me, Your Customer.

PeopleMetrics

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? That’s great!

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. How a CSAT survey can look like. Image by Retently.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Find more sources on how to deal with customer churn here: " How to Reduce Customer Churn: 6 Helpful Tips to Try " by Hubspot, " 6 ways you can improve churn rate and increase revenue " by Kissmetrics, " Tips from 32 CX Pros how to reduce customer churn " by NGData. Do you love CEM as much as we do? Image by Retently.

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Key Differences: Customer Experience Management vs. Customer Relationship Management

SurveySensum

With an ever-growing lineup of tech tools—each with its own acronym—it’s easy to get lost in the sea of customer management solutions. That’s especially true when it comes to Customer Experience Management (CEM) and Customer Relationship Management (CRM). Although they look alike, they have different functions.

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A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Find more sources on how to deal with customer churn here: " How to Reduce Customer Churn: 6 Helpful Tips to Try " by Hubspot, " 6 ways you can improve churn rate and increase revenue " by Kissmetrics, " Tips from 32 CX Pros how to reduce customer churn " by NGData. Do you love CEM as much as we do? Image by Retently.

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Customer Experience Articles

ClearAction

Growing a Customer Care Culture by Hiring Right BKM: Southwest, Nordstrom, Ritz-Carlton. Customer-Centric Culture: Engaging Employees & Customers webcast (22:03). Voice of the Customer. Customer Experience Innovation. Customer Experience Differentiation: Sustainable Profitability webcast (12:09).

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5 Strategies for CX Excellence

PeopleMetrics

Depending on your Customer Lifetime Value (CLV), this can be a complete game changer. You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” This activity alone with make your company 10x more customer-centric.

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