Remove CEM Remove Consumers Remove Customer Engagement Remove Loyalty
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Takeaways from CEM Asia 2018: Quantifying the Impact of CX

CloudCherry

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? At Pizza Hut, they’ve long known that speed and taste were big drivers of customer loyalty (“I’ve yet to meet a hot pizza I didn’t like” states Vipul).

CEM 170
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Takeaways from CEM Asia 2018: Quantifying the Impact of CX

CloudCherry

On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? At Pizza Hut, they’ve long known that speed and taste were big drivers of customer loyalty (“I’ve yet to meet a hot pizza I didn’t like” states Vipul).

CEM 150
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What is Customer Engagement Marketing?

Oracle

But, what if brands didn’t have to rely so heavily on a mass message, and instead tried personalizing their approach to individual consumers? Enter customer engagement marketing (CEM). What is CEM? ” So, how does a business begin to create a CEM strategy ? .” That’s CEM.”

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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns. Increased sales.

ROI 256
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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns. Increased sales.

ROI 225
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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. All employees have the responsibility of providing customer value.

CEM 156
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Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160