Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. Do you love CEM as much as we do?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. What's the meaning of customer experience management (CEM)? Customer experience management (CEM) stands for efforts organizations takes to make the customer experience and customer journey as seamless and resolute as possible. What is the purpose of customer experience management? Customer experience. Share on email.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Beyond Philosophy

NOVEMBER 10, 2014

A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. . < < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. 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. Hiring Customer-Ready Employees.

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

SurveySparrow

OCTOBER 12, 2020

Still, recently a lot of users are complaining about Airtable (we’ve covered the reasons in the later parts of our blog, stick to the end to know more). Airtable CRM vs SurveySparrow CEM. In comparison, CEM or Customer Experience Management manages the entire journey experience of a customer within the company. .

CEM 52

CEM Net Promoter Score NPS Customer Relationship Management 52

Beyond Philosophy

NOVEMBER 4, 2014

Please share your insight in the comments below. If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Use this information to create a great experience for your customers and your bottom line. Engaging the Subconscious Shopper. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad. What is the focus of the systems in your organization? 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. Do you love CEM as much as we do?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? If you enjoyed this post, you might be interested in the following blogs: Small Talk and Trust. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. NPS allows you to draw insights by comparing promoters, passives, and detractors. Are promoters more likely to buy your new product or expand their relationship with you? P.S. What did you think of this blog post?

NPS 70

NPS Net Promoter Score CEM 2001 70

PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. P.S. What did you think of this blog post?

Net Promoter Score 70

Net Promoter Score CEM 2001 Hotels 70

Beyond Philosophy

JULY 14, 2015

I wrote a blog a while back about some friends who only called me when they wanted something. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

OCTOBER 8, 2014

I’d be interested to hear your insight in the comments below. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Do you think the split will be good or bad for Paypal?

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Bold360

APRIL 25, 2019

This week we continue our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement 40

Customer Engagement CEM Net Promoter Score Engagement 40

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. P.S. What did you think of this blog post?

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

Bold360

APRIL 17, 2019

The Customer Engagement Maturity (CEM) Model Assessment tool tells businesses how they stack up against over 450 other organizations from around the globe. Enter the Customer Engagement Maturity Model (CEM). Are data insights shared across departments and teams? The Genesis of the Maturity Model. Assess your organization.

Customer Engagement 40

Customer Engagement Engagement CEM Net Promoter Score 40

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

JUNE 11, 2015

It enables companies to more effectively communicate with customers, socially engage with them, and generate additional insight on their evolving needs and wants. His full descriptions can be seen in this blog: [link]. This trend works well for building more strategic, bonded relationships with customers.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Consumers 160

Consumers 2012 2011 2010 160

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

JUNE 20, 2015

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.) Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. The first, a B2C example, involves a major player in the cable television industry.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Beyond Philosophy

JUNE 29, 2015

This is the proverbial tip of the iceberg for how insights from private online customer communities can be leveraged, and how communication with customers can be enhanced. Domino’s learned from its community that providing a movie makes a great accompaniment to a pizza delivered to customers’ homes; and, in the U.K,

Consumers 102

Consumers Wireless Banking 2013 102

Beyond Philosophy

JUNE 11, 2015

Alex Chrusczcz, Asda’s Head of Insights and Pricing, offers explanations of how the organization is endeavoring to build customer loyalty behavior ( [link] ): “Aspire to treat customers equally or you’ll create a fractured brand and shopping experience.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

JUNE 17, 2015

What doesn’t work – indeed, has never worked – is self-serving, thinly-veiled brand promotional material masquerading as content. This isn’t objective news or original insights. Contently has also identified what content techniques believe will not work going forward.

Consumers 96

Consumers Connections Social Media Advertising 96