Beyond Philosophy

OCTOBER 28, 2014

There are four common Systems areas that apply to this concept: Technology, Call Routing and Answering Customer Identification, and Mobility. Area #1: Technology When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs.

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

Beyond Philosophy

JUNE 4, 2015

If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! To that end here are 3 tips for using the Omni Channel Approach and Mobile Technology to your advantage: 1. DICK’S Sporting Goods use technology to their advantage. Are you reading this on a mobile device? Meld the Worlds.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. Finally – the digital and technology ‘transformation’ of 2017 which was going to improve customers’ experiences forever. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer NPS 45

ENGAGE.cx

JULY 9, 2015

The constantly evolving technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. They forgo the midnight cruise (it was too expensive) and book an ecotour instead.

Customer Experience 66

Customer Experience Hotels 2014 2025 66

Chattermill

NOVEMBER 4, 2018

It’s the technology behind driverless cars, enabling them to spot the difference between a pedestrian and a lamppost. The technology works to highlight fundamental topics affecting customer loyalty, such as product attributes, online experiences and customer support. Keep Learning. Ultimate Guide to Net Promoter Score. Sam Frampton.

Social Media 76

Social Media Net Promoter Score Feedback CEM 76

ENGAGE.cx

JULY 9, 2015

The constantly evolving customer experience technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Pretty wild, huh?

Customer Experience 40

Customer Experience Hotels 2014 2025 40

Wootric

JUNE 13, 2019

It is worth noting that approach is sometimes known as customer experience management (CXM or CEM). In a literal sense, this may mean making it easier for your various teams to interact with each other (whether physically or via technology). Book a consultative demo today. So many acronyms!

Customer Experience 69

Customer Experience Communication CEM B2B 69

Beyond Philosophy

MAY 20, 2015

For several years, up through its purchase by Oracle in 2012, RightNow Technologies commissioned a study (conducted by Harris Interactive), where they stated that great customer service (which they labeled as experience) influences downstream purchasing decisions – at least in online retail.

Consumers 160

Consumers 2012 2011 2010 160

delighted

JULY 19, 2019

E-Book: Rising to the top with digital customer experience. Customer Experience Management (CEM or CXM). Technologies: The tools used to record customer interactions and analyze them for constant improvement. The digital customer experience specifically must be considered when tackling customer experience management as a whole.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Beyond Philosophy

JUNE 2, 2015

They offer new technologies, such as the interactive recipe and shopping list feature on their web site, and an iPhone app that helps shoppers organize their purchase list on an aisle by aisle basis in the store – all to enhance the shopping experience. They were one of the first chains to purchase from local vendors.

2005 97

2005 Customer Centricity Magazine Retail 97

Smith+co CX

SEPTEMBER 26, 2013

So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience? For more on designing your customer experience, take a look at our CEM guide. 2) Put yourself in your customers’ shoes.

Hotels 34

Hotels Customer Experience CEM 2011 34

Beyond Philosophy

JUNE 11, 2015

Be pragmatic in terms of technology and analytics. If you have someone paying one price and another customer with a coupon paying a different price, the perception of the brand is becoming fractured. Make sure it’s consistent.”. “Be They aren’t a silver bullet. Use these tools and combine them with the experience of your team.”.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Gainsight

DECEMBER 23, 2019

Prior to that, Adam held executive roles at Yesmail for over nine years, heading customer experience, product dev, and technology services teams. So, we would do some analysis on segmentation and understand how big that book is versus what we’re seeing as far as the loss to understand where we put our focus.

Customer Success 52

Customer Success Customers Sales Metrics 52