CEM Consulting Management Net Promoter Score 
Beyond Philosophy
NOVEMBER 10, 2014
There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).
Beyond Philosophy
NOVEMBER 24, 2014
Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. They might not be not what your management would like them to be. Sometimes this can be a tough sell to your senior management. NO, YOU DON’T. Please don’t fall into that trap.
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Beyond Philosophy
NOVEMBER 10, 2014
Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. The Value of Customer Experience, Quantified.
CloudCherry
DECEMBER 1, 2018
Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it.
CloudCherry
OCTOBER 19, 2018
Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it.
Beyond Philosophy
NOVEMBER 11, 2014
Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)
Beyond Philosophy
NOVEMBER 6, 2014
This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. Coming up with specific ways that create this experience in all the departments of your organization is how you deliver the experience you designed.
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