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

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Gaming 167

Gaming Customer Experience Customer Service CX 167

VOZIQ

FEBRUARY 18, 2021

According to a case study published by The Wharton School of the University of Pennsylvania in 2013, referrals from existing customers generated higher profit margins, were more loyal to the business and showed more spending. Thus , t his is another lost revenue opportunity with a customer gone. .

Touchpoint 98

Touchpoint Business Growth Sales Customer Relationship 98

VOZIQ

FEBRUARY 11, 2022

Happy customers would want to refer the brand to their contacts as they trust it already and the trust is built over time. According to a 2013 study by The Wharton School of the University of Pennsylvania, referrals from existing customers tend to spend more, generate higher margins, and stay with the company longer.

Customer Acquisition 56

Customer Acquisition AI Gaming Business Growth 56

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. Some organizations are excelling, while others could use some work.

Technology 162

Technology Technology Manufacturing Start-ups 162

PeopleMetrics

FEBRUARY 26, 2018

Your customers who bought your product and solution did so for a reason – because they believed it would add business value to their organization. Your customers who actually use your product and solution every day can help to prove (or disprove) that business value. Keep a finger on the pulse of your end-user experience.

NPS 96

NPS Net Promoter Score B2B CRM 96

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