Beyond Philosophy

MARCH 13, 2017

According to a study conducted by the Harvard and University of Pennsylvania business schools, using humor effectively can actually bolster your status at work. Since I work in the customer experience field, I’m always able to find a funny story of a customer’s terrible experience! When you’re giving a speech.

Start-ups 125

Start-ups Customer Experience Customer Experience Management 125

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

PeopleMetrics

MAY 16, 2018

That is an easy approach, but it doesn’t offer enduring value in terms of enabling the organization to make continuous improvement to the customer experience – one customer at a time. This is where having an end-to-end Customer Experience Management (CEM) software platform comes in. Print this article.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

Taylor Reach Group

JANUARY 21, 2019

Prior to relocating to Washington, DC, Rosetta was appointed Chief Customer Service Officer for 5th largest city in the U.S., Philadelphia, Pennsylvania and launched the internationally renowned and multi-awarded Philly311 Contact Center Operations. Media Contact: For more information on The Taylor Reach Group, Inc.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

PeopleMetrics

JANUARY 10, 2018

When Volunteers Are Treated Like Customers, Everyone Wins. Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. Talk to David.

CEM 73

CEM Close the Loop Text Analytics Social Media 73

Qualtrics

JULY 18, 2019

Depending on your business or how and where your customers share feedback, it may be more appropriate to close the loop at or near where they provided feedback in the first place. Don’t underestimate the power of a one-on-one conversation with a customer as a follow-up to feedback. Have a conversation.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

PeopleMetrics

FEBRUARY 26, 2018

You must confirm that you have heard your customers’ feedback and, if constructive, assure them that you are using their feedback to enhance your quality of service and ultimately, the overall customer experience. Keep a finger on the pulse of your end-user experience. How to get started? Don’t overcomplicate it.

NPS 96

NPS Net Promoter Score B2B Construction 96