Beyond Philosophy

APRIL 17, 2015

In the past couple of years, more organizations have been listening to their Customers. More have realized that the best way to decide what to do to make a Customer’s Experience better is to figure out what your Customers expect, what they appreciate, and what they want to avoid. Please click here to learn more.

VOE 148

VOE VOC CX CEM 148

Experience Investigators

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. It’s time to make your case.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Beyond Philosophy

MARCH 28, 2016

We often say an experience is a blend of an organization’s rational performance, the senses stimulated, and the emotions evoked that are intuitively measured against Customer expectations across all moments of contact. Mistake #4: Not getting the employees on board with your Customer Experience improvement program.

Customer Experience 113

Customer Experience Gambling CEM Start-ups 113

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Do you love CEM as much as we do?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

CX Journey

SEPTEMBER 16, 2014

Reputation management is an important tool in our customer experience management (CEM) coffer, but I''ve heard some companies say it''s the only tool they need to listen and to improve the customer experience. It is not a strategy on its own that supersedes an overall, umbrella CEM strategy. This is erroneous thinking.

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

Lumoa

JULY 21, 2022

Not only this, but as more professionals switched to a remote setup, telecom providers were also expected to bolster security and set better performance standards, all while creating a superb experience each step of the way. As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

Customer Experience 88

Customer Experience CXM CEM Net Promoter Score 88

Retently

JULY 25, 2018

Companies that provide poor customer service can lose up to $75 billion – all because their clients don’t get the satisfaction and experience they want, which is usually because no company department is assigned to manage this business aspect. Unhappy Customers Shouldn’t Be Underestimated. “If

CEM 76

CEM Customer Experience Social Media CXM 76

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. How are CSMs and CEMs the same? How are CSMs and CEMs the same?

Education 52

Education CEM Customer-Centric Organization Sales 52

PeopleMetrics

MAY 16, 2018

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. Utilize CEM software.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

CX Journey

NOVEMBER 30, 2016

Image courtesy of GMC Software What are you doing to bring your customer communications into the 21st century and into alignment with customer expectations?

CEM 64

CEM Invoicing Customer Journey Map CX 64

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Understand customer expectations. No action on bad experience can affect the bottom line!

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

SurveySensum

OCTOBER 2, 2024

Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them. That’s especially true when it comes to Customer Experience Management (CEM) and Customer Relationship Management (CRM).

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Do you love CEM as much as we do?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Beyond Philosophy

APRIL 30, 2015

This loyalty program disappointment is further compounded by the effect that most Customers expect their loyalty rewards. Is it a discount your Customers expect (and don’t appreciate) or does it feel like an exclusive award not everyone can get? Take a look at your loyalty program. Does it feel elite?

Customer Loyalty 117

Customer Loyalty Customer Expectations Customer Experience CEM 117

Intercom

JULY 26, 2022

Once these changes are in place, companies will more often than not recoup costs through revenue growth and customer retention. What is customer experience management? Customer experience management (CXM or CEM) refers to the strategies by which a company improves the customer experience. . Product improvements .

Customer Experience 69

Customer Experience CX Omnichannel Social Media 69

Beyond Philosophy

JUNE 4, 2015

Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed. Starbucks might make more money selling Pepsi, but they don’t. In his 2010 book, Marketing 3.0:

Touchpoint 144

Touchpoint Sports Customer Relationship Net Promoter Score 144

SurveySensum

MARCH 20, 2024

If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

PeopleMetrics

JUNE 29, 2020

Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC 120

VOC CEM NPS Business Administration 120