CEM, Customer Loyalty and Customer Relationship

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

CEM

CEM Customer Experience B2C Customer Experience Management

6 Steps to a Great Apology

Beyond Philosophy

MARCH 10, 2015

The strategy above works great for most businesses to business and business to customer relationships. Most of all, it offers an opportunity for your customer to decide what to do and strengthens the relationship between you…most of the time anyway. Elton John said, “Sorry Seems to Be the Hardest Word.”

CEM

CEM Customer Retention Customer Experience Management Customer Relationship

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. Please click here to learn more.

CEM

CEM CX CRM Customer Experience Management

Webinars

From Start to Scale: Driving Growth Through Seamless Payments Implementation

The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

4 HR Predictions for 2025: Supercharge Your Employee Experience with Internal Communications

MORE WEBINARS

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

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score

Net Promoter Score Customer Experience B2C Social Media

Key Differences: Customer Experience Management vs. Customer Relationship Management

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? 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.

Customer Relationship Management

Customer Relationship Management Customer Experience Management Customer Relationship CXM

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Experience Investigators

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

Net Promoter Score

Net Promoter Score CEM CX Customer Experience

Don’t Talk about Great CX Culture if You Don’t Know MED

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

CX

CX Customer Experience CEM Customer Relationship

3 Strategies for Turning Your Customers Into Promoters

PeopleMetrics

MAY 13, 2021

Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates.

Net Promoter Score

Net Promoter Score CEM NPS Customer Loyalty

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX

eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent).

CX

CX Customer Experience CEM Customer Relationship

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer experience management is sometimes confused with the following concepts. Lynn Hunsaker. Originally published on CustomerThink.

CRM

CRM CEM Non-Profits Customer Experience

The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience

Customer Experience Innovation CEM Customer Relationship

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer experience management is sometimes confused with the following concepts. Lynn Hunsaker. Originally published on CustomerThink.

CRM

CRM CEM Non-Profits Customer Experience

Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars.

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

Customer Experience Maturity Model

Customer Experience Maturity Model B2B CX Customer Experience

How to Set Industry NPS Benchmarks and Why It Matters

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. Second, focus on increasing customer loyalty.

NPS

NPS Net Promoter Score CEM Customer Satisfaction

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

DECEMBER 23, 2015

CCOs must understand marketing, sales, service, brand perceptions, and operations, of course, but their principal goal should be to deepen relationships, establish greater levels of trust, and build stronger customer loyalty behavior. Customer Insight, Data and Action Generation. Customer Relationship-Building.

VOC

VOC Predictive Analytics Customer Loyalty Customer Retention

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

JUNE 23, 2015

For traditional offline companies, the Internet has the potential to ‘commoditize’ their industry or undermine customer relationships. Many brick and mortar CEOs say a key corporate goal is to transition more of their offline customers to online, self-transactional usage.

E-commerce

E-commerce Retail Customer Acquisition Government

Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line

eglobalis

JANUARY 9, 2021

Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.

Technology

Technology Technology CX Customer Experience

3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

JULY 14, 2015

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.

Customer Relationship

Customer Relationship Net Promoter Score Customer Retention Start-ups

Tech Customer Success

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

6 Steps to a Great Apology

Webinars

Trending Sources

7 Signs of Decline for the CX Movement in 2015

Webinars

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

Key Differences: Customer Experience Management vs. Customer Relationship Management

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Don’t Talk about Great CX Culture if You Don’t Know MED

3 Strategies for Turning Your Customers Into Promoters

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX

Customer Care … CRM … Customer Experience — What’s the Difference?

The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

Customer Care … CRM … Customer Experience — What’s the Difference?

Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars.

How to Set Industry NPS Benchmarks and Why It Matters

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

When ‘Push’ Marketing Goes Too Far

Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line

3 Ways to Tell if Your Customer Relationship is All About You

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