Retently

AUGUST 9, 2018

Why Is Customer Experience Management (CEM) So Important? Besides getting clients to promote your business to others like we’ve just mentioned, improved CEM will also increase your customer retention levels. Don’t forget – CEM is quite crucial when it comes to this. What is Net Promoter Score.

Voice of the Customer 90

Voice of the Customer Customer Feedback CEM Net Promoter Score 90

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. Among my clients, the companies with thriving CX programs and high Net Promoter Scores are going above and beyond the standard practices of gathering feedback by building loop closing into their programs. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do? The Net Promoter Score is often called " The Only Number You Need to Grow ".

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Retently

JULY 11, 2018

With the advent of the Net Promoter Score ®, capturing relevant feedback has never been easier. In case you are not familiar with NPS2, we will further explore this next generation methodology, its main concepts and the factors that determined such Net Promoter Score evolution. What Is NPS2?

NPS 70

NPS Net Promoter Score CEM Social Media 70

Retently

JULY 25, 2018

Don’t worry, though – while customer experience management (CEM) can seem complex and tough to understand, we’ve got you covered with valuable insights from the experts themselves. First, CXM is the same as CEM – it’s just spelled differently. Now, we’re not saying that CEM will be entirely free.

CEM 77

CEM Customer Experience Social Media CXM 77

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. One dissatisfied customer could spread bad reviews online to 100 or more customers on social media. Responding to feedback with an appropriate solution and closing the ticket is what we call to close the loop feedback. Source ). Source ).

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

Beyond Philosophy

JUNE 17, 2015

Without innovative and useful content, not only will Google not reward the site with high search placement, but associated efforts – email campaigns, social media marketing, and search engine optimization – will also fall short. Social media marketing (SMM), in turn, will help enhance search performance for the site.

Social Media 96

Social Media Engineering Gaming Innovation 96

Intercom

JULY 26, 2022

Customer experience impacts customer sentiment, customer loyalty, customer satisfaction (CSAT), Net Promoter Scores (NPS), and it also impacts revenue in a big way. Customer experience management (CXM or CEM) refers to the strategies by which a company improves the customer experience. . These strategies can include: .

Customer Experience 69

Customer Experience CX Omnichannel Social Media 69

Beyond Philosophy

JUNE 11, 2015

Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums. United’s score on the American Customer Satisfaction Index is a full 15 points below the U.S.

Retail 109

Retail Customer Loyalty Social Media Sales 109

Beyond Philosophy

JUNE 4, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept.

Touchpoint 144

Touchpoint Sports Customer Relationship Net Promoter Score 144

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gaming 106

Gaming Retail Net Promoter Score Social Media 106

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Retail 160

Retail Customer Satisfaction Customer Loyalty Customer Service 160