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 Customer Relationship Management Customer Relationships Customer Experience Management 84

GetFeedback

MAY 9, 2019

This means building trust with your customer, understanding their needs, and adapting to nurture that bond. In other words, treat your customer like a person and not a persona. What is customer experience management (CXM)? . This term is often used interchangeably with customer experience program.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

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. Bruce Temkin , Managing Partner, Temkin Group.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

FEBRUARY 21, 2018

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Marketing 67

Marketing CEM 2001 Advertising 67

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Lumoa

JANUARY 19, 2023

Here’s an example of how a startup’s customer experience department might be structured. They have responsibilities of both people management and project management. They also monitor customer behavior and trends in order to inform product decisions and track changes in customer sentiment over time.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Beyond Philosophy

JUNE 1, 2023

Suppose you come in with a new lens and context framed around Customer Experience. Management may not be able to understand your context. They see changing the experience as something that will cost them money. Our job is to get that insight into the organization to improve the experience.

Call Center 78

Call Center 2001 Retail Workshop 78

ClearAction

SEPTEMBER 3, 2018

Offer the customer an opportunity to weigh-in on the issue they contacted customer care about, in addition to the transaction itself, and you’ll likely glean great insights about policies, processes, handoffs, business models and solution design. Time from originator’s post to solution post.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

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

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Customers want you to know them. Bell, Customer Loyalty Keynote Speaker, Trainer, Author.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. Get started for free today. .

Measurement 85

Measurement Customer Experience Net Promoter Score Effort Score 85

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

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

CX Journey

OCTOBER 7, 2014

The map is created from the customer''s viewpoint, not yours. But it is the backbone of your customer experience management efforts. The journey map looks at each and every step a customer takes in order to achieve some task, i.e., calling support, ordering a product, etc., with the company.

Customer Journey Mapping 65

Customer Journey Mapping Touchpoint Customer Journey Voice of Customer 65

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Additionally, customer experience design can be used to identify customer pain points and customer service issues that need to be addressed in order to improve customer satisfaction.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

inmoment

SEPTEMBER 6, 2018

This simply is not an effective process; in order to get a complete picture of their customers touchpoints, organizations need to de-silo their data. . Many of our clients import data into the InMoment system and pair it up with voice of customer feedback. This capability would simply not be possible with siloed data.

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Journey Mapping 58

Customer Journey Mapping Communication Customer Centricity Customer Journey 58

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Qualtrics

JANUARY 22, 2019

This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on creating a world-class customer experience, empowering employees to take action, elevating the voice of the customer and so much more.

Voice of Customer 33

Voice of Customer Hotels 2007 Call Center 33

CX Journey

MAY 12, 2015

It appeared on their blog on November 20, 2014. In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience : Centralize, Analyze, Socialize, Strategize, and Operationalize. Why use storytelling in your customer experience management strategy?

E-support 66

E-support 2014 Connections Metrics 66

Lumoa

JANUARY 11, 2022

Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place. And without great analytics, you would not understand your data.

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

PeopleMetrics

APRIL 9, 2018

Market research and customer experience programs go about gathering these insights in different ways, of course, but here are PeopleMetrics, we have seen the two fields starting to converge within Voice of Customer programs. The single source of truth. Unanswered questions. Convergence!

2001 70

2001 CEM Marketing Voice of Customer 70

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Thomas is the Head of Customer Service at the International Baccalaureate.

2020 132

2020 Customer Experience Magazine Consulting 132

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Start learning how to your improve customer retention strategy and find 22 new ideas from this amazing blog. It's simple.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

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

PeopleMetrics

MAY 16, 2018

A faster and cheaper alternative that offers enduring value is to invite your customers to audit your quality system for themselves utilizing Customer Experience Management (CEM) software – a robust platform to create, distribute and analyze surveys yourself. P.S. What did you think of this blog post?

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience E-support 48

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Start learning how to your improve customer retention strategy and find 22 new ideas from this amazing blog. It's simple.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. No matter how good your offering is, if your customer experience is sloppy, it will immediately turn away your paying customers. Businesses should refine the customer experience at each opportunity.

B2B 52

B2B Customer Experience B2C Social Media 52

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Pink Guava

OCTOBER 31, 2018

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer.

Customer Experience 45

Customer Experience Metrics Measurement Definition 45

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Totango

SEPTEMBER 1, 2020

Net promoter scores (NPS) can reveal a customer’s current opinion of your product. A simple ranking of a customer’s likelihood to recommend your product to their peers at that moment in time, this Voice of Customer information is unique in its source and a potential direct call for assistance from your customer.

Net Promoter Score 104

Net Promoter Score NPS Seminar ROI 104

Lumoa

OCTOBER 12, 2020

This is why more and more companies with successful CX and voice of customer programs have turned to the front lines, using text feedback from on the ground individuals that interact with your customers every day through support conversations or through responding to online reviews.

Feedback 83

Feedback NPS Customer Centricity Roadmap 83

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016.

2015 97

2015 Multi-Channel 2014 CEM 97

SuiteCX

JUNE 1, 2015

It seeks to understand the customer’s point of view and then to design interactions and experiences that make it easy for them to accomplish their objectives. CEM – Customer Experience Management. CX – Customer Experience.

Multi-Channel 40

Multi-Channel Net Promoter Score Reference Social Media 40