Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), It is not a strategy on its own that supersedes an overall, umbrella CEM strategy.

Customer Experience Management 65

Customer Experience Management Management CEM Customer Experience 65

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Marketing 67

Marketing CEM 2001 Advertising 67

PeopleMetrics

MAY 24, 2018

Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. P.S. What did you think of this blog post?

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

NOVEMBER 22, 2019

This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Employees see the positive and negative experiences reported by customers, and with so many bright posters lighting up the office, they are excited and informed!

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them?

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

Customer Interactions

JULY 7, 2015

This blog recently examined Bruce Temkins musings on EFM, considered the relevance and longevity of the term and looked at why Fizzback’s next generation solution is at the very frontier of Customer Experience Management (CEM), superceding those to have reigned before it. I’d like to go a little further.

CEM 28

CEM Voice of Customer Customer Experience Management Blog 28

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!

2017 40

2017 Insurance CEM Touchpoint 40

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

DECEMBER 23, 2015

And, where there is a CCO in place and working with other C-suite executives, the authority and scope associated with the position has direct influence over corporate customer experience priorities and application of resources. They are; Customer Experience and Value Optimization.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

SuiteCX

JUNE 1, 2015

We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 Degree View of the Customer refers to the compilation of all the data about a customer in one place. in a single view of the customer experience.

Multi-Channel 40

Multi-Channel Net Promoter Score Reference Social Media 40