Customer Input

APRIL 1, 2012

Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.

CEM 55

CEM Customer Experience Management Customer Experience Management 55

Uniphore

AUGUST 30, 2017

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More.

Customer Experience Management 60

Customer Experience Management CEM Management Customer Experience 60

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

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement 210

Measurement CEM Telecommunications 2001 210

PeopleMetrics

JUNE 10, 2021

And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

Feedback 71

Feedback Management CEM Customer Centricity 71

PeopleMetrics

FEBRUARY 25, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

PeopleMetrics

JUNE 28, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

Customer Input

APRIL 1, 2012

Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.

CEM 40

CEM Customer Experience Management Customer Experience Management 40

PeopleMetrics

JULY 13, 2020

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys.

CEM 71

CEM 2001 Social Media Blog 71

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Apologizing in a Way That Promotes Customer Loyalty.

CEM 142

CEM Books Customer Retention Customer Experience Management 142

Strativity

JULY 18, 2014

In this on-demand Human Captial Institute webcast, Lior Arussy explores why you need to move from change management to cause management, and why it is imperative that you present a challenge as an opportunity to make a difference. . 6 World Cup Lessons Applicable to Every Customer Relationship . WHAT’S NEW. .

CEM 40

CEM 2014 Customer Experience Workshop 40

PeopleMetrics

AUGUST 31, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. P.S. What did you think of this blog post? Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint 2001 117

Beyond Philosophy

MARCH 16, 2015

Customers deserve better. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more. How Emotions Generate $$$$.

2015 122

2015 CEM 2002 Books 122

Customer Interactions

JULY 7, 2015

Back in February I blogged about Fizzback’s '5 Steps to 'CEM Greatness'' and how our methodology helps business to create the complete Customer Experience Management (CEM) Solution, capturing the Voice of the Customer and enabling the previously silent majority be heard.

CEM 28

CEM Customer Experience Management Blog Management 28

PeopleMetrics

NOVEMBER 9, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Marketing 71

Marketing Customer Experience CEM Download 71

Customer Interactions

JULY 7, 2015

Creating the ultimate Customer Experience Management (CEM) solution is a task which Fizzback prides itself on and in the coming weeks and months the Fizzback Blog will look into the 5 keys parts as outlined in the previous post “The 5 Steps to CEM Greatness”.

CEM 28

CEM Customer Experience Management Blog Management 28

Beyond Philosophy

NOVEMBER 24, 2014

So I ask you… whose expectations are at the center of your Customer Experience Design today? If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . If you enjoyed this post, you might be interested in the following blogs: Tricks or Treasure? An Inside Look at the Casino Experience.

CEM 122

CEM Books Social Media Customer Experience Management 122

Bob Hayes

FEBRUARY 2, 2015

Customer Experience Leaders Outperform Customer Experience Laggards. In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. Customer satisfaction is important for business success.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Yes and no). Sean holds a Ph.D.

CEM 121

CEM NPS 2001 Hotels 121

Beyond Philosophy

JANUARY 16, 2015

If you enjoyed this post, you might be interested in the following blogs: Apple’s Customer Experience Geniuses: Finding New Way to Facilitate Empathy. Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research'

CEM 152

CEM Webinar 2014 User Experience 152

Beyond Philosophy

JANUARY 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. Read more about the book and register for the webinar, here. You Will Now.

2015 163

2015 Customer Experience CEM Webinar 163

Beyond Philosophy

NOVEMBER 10, 2014

As long as your philosophy is rooted in the transactional goals of your company and not on the emotional experience you provide your Customer, you will continue to lack a Customer-focus in your organization. If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. In this blog post, we are focusing on the internal help you will need. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

PeopleMetrics

JULY 29, 2020

And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. In this blog post, I'm going to tell you 3 surefire ways to write a really bad survey. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Make the survey too long.

Net Promoter Score 71

Net Promoter Score CEM 2001 Hotels 71

Beyond Philosophy

FEBRUARY 2, 2015

If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Read more about the book and register for the webinar, here.

Marketing 166

Marketing CEM 2014 Books 166

Customer Enthusiast

NOVEMBER 26, 2017

And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Customer experience (CX) is the product of any interaction between an organization and a customer. Don’t settle for ordinary.

Customer Experience 53

Customer Experience CEM Hotels Lifetime Customer 53

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. Read more about the book and register for the webinar, here.

CEM 126

CEM Books Webinar Leadership 126

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

Beyond Philosophy

NOVEMBER 6, 2014

Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. What’s your Customer Strategy for your Customer Experience? Putting the Power of Your People To Work for Customer Centricity.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. Be sure to ask your manager how you are doing and what you can improve at each month’s end. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Hiring Customer Ready Employees. Remember no one likes a smart arse!

CEM 146

CEM Books Webinar Customer Centricity 146

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

NPS 82

NPS Measurement CEM 2001 82

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. That’s the focus of this blog post. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Understanding the various touchpoints (e.g., The most common channels.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

PeopleMetrics

JANUARY 10, 2018

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. A central element of a true Customer Experience Management (CEM) program is “closing the loop”.

CEM 74

CEM Management Feedback Customer Experience Management 74

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54