CEM, Customer Centricity, Customer Experience Management and Leadership

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI

ROI CEM Net Promoter Score Customer Experience

The Role of a Customer Experience Manager: Exploring the Power of CX

SurveySparrow

JUNE 30, 2023

Here comes the customer experience manager —a talented individual who turns interactions into priceless memories. In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact.

Customer Experience Management

Customer Experience Management Net Promoter Score Customer Experience Management

CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); System Harmony.

CEM

CEM Customer Relationship Management Customer Relationships Customer Experience Management

Can your CEM program win customers for life?

Clarabridge

OCTOBER 18, 2016

Every company’s customer experience team is going to have different goals. Most of them, however, have this one thing in common: they want to keep their customers around as long as possible. Can your customer experience management program possibly retain customers for life? Lisa holds a B.A.

CEM

CEM Leadership Webinar Customer Centricity

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Employees need to hear from leadership more than ever. Use these tips to foster better communication and create a positive employee experience in difficult times.

Employee Experience

Employee Experience Communication CEM 2001

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. What might have been enough last year, is not enough this year.

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession. Michael Lowenstein, Ph.D.,

Customer Centricity

Customer Centricity Banking Airlines Customers

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences. Please click here to learn more.

CEM

CEM Customer Centricity Customer Experience Management Customer Retention

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. Most organizations attack the symptom not the cause.

Customer Experience

Customer Experience Net Promoter Score Customer Centricity CEM

Three Customer Experience Details Most C-Suite Leaders Overlook

Experience Investigators by 360Connext

OCTOBER 9, 2019

Focusing on the Customer Experience Management platform, not how it’s used. Another way we don’t really talk about CX is when we talk all about the Customer Experience Management (CEM) platform. These types of organizations see their number one priority as serving the customers they have.

Customer Experience

Customer Experience CEM Net Promoter Score Culture

What Can We Learn from Restaurants and Casinos?

Beyond Philosophy

FEBRUARY 24, 2015

Do you know the psychological cues in your experience? For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . An Inside Look at the Casino Experience. Recognizing the Subconscious Experience.

CEM

CEM Books Social Media Customer Experience Management

12 Principles of Successful #CEM Change Management

CX Journey

JANUARY 31, 2018

John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Here are the fundamental steps - or pillars - to successful customer experience change management. Customers’ needs change.

CEM

CEM Management Government Culture

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Our focus today: Systems.

Net Promoter Score

Net Promoter Score Customer Experience Customer Centricity CEM

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score

Net Promoter Score Customer Centricity Social Media CEM

Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Introducing your company to the best experts and CX and CEM Leaders.

Customer Experience Professionals

Customer Experience Professionals CEM Customer Experience Events

How to Get People to Do What You Want

Beyond Philosophy

JANUARY 23, 2015

The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

CEM

CEM Books Webinar Leadership

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience

Retail

Retail Net Promoter Score Customer Experience CEM

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score

Net Promoter Score Customer Experience CEM Banking

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

JUNE 2, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate.

2005

2005 Customer Centricity Magazine Retail

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition

Definition Net Promoter Score Customer Experience B2C

How to Build a Culture of Customer Experience Management

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. What is customer experience management?

Customer Experience Management

Customer Experience Management Culture Customer Experience Management

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. Michael Lowenstein, Ph.D.,

Magazine

Magazine Marketing Social Media Consumers

10 Tips for Improving Enterprise Customer Experience

SmartKarrot

JUNE 29, 2022

Here are ten tips for improving enterprise customer experience: 1. Invest in Customer-Centric Technologies. If you are not using a customer experience management (CEM) platform, you are missing out on a wealth of information and opportunities to improve your customer experience.

Customer Experience

Customer Experience Social Media CEM B2B

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Michael Lowenstein, Ph.D.,

Wireless

Wireless E Commerce Marketing Advertising

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Consumers

Consumers Connections Social Media Advertising

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score

Net Promoter Score Customer Experience CEM B2C

Strativity Group Announces Next Customer Experience Management Certification Program – Fall 2014

Strativity

JULY 16, 2014

Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., For professionals who are seeking a strategic framework for implementation, the program provides participants with a foundation in Customer Experience and CEM with a focus on: .

2014

2014 Customer Experience Management CEM Customer Experience

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D.,

Loyalty Programs

Loyalty Programs Loyalty Airlines Hotels

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition

Definition Net Promoter Score Customer Experience CEM

The Problem with Self Service

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. People like the convenience of self-service.

White Paper

White Paper 2014 2015 2012

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Consumers

Consumers 2012 2011 2010

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer

Chief Customer Officer Customer Centricity Consulting Loyalty

Building Loyalty Doesn’t Need a Card

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. So now what do we do to build Customer Loyalty? In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits.

Loyalty

Loyalty Rewards Programs Loyalty Programs 2010

8 Customer Experience Predictions for 2016

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1.

2016

2016 Customer Experience CEM 2015

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. ResponseTek.

2015

2015 Multi-Channel 2014 CEM

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

JUNE 4, 2015

Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Mobile Experience: Harness the Power of Your Mobile Channel to Increase Traffic in Retail Stores. The Mobile Age.

E Commerce

E Commerce Sports Retail Omnichannel

Customer Experience (CX): Frequently Asked Questions

SmartKarrot

JULY 26, 2021

Just like how the sales and marketing departments are most effective when they work together, the customer experience is something that the entire organization has to work together for. CX has to start from the top – it is a leadership responsibility. How to measure customer experience?

Customer Experience

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

MAY 12, 2015

There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

2002

2002 Books Events Reference

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

The Role of a Customer Experience Manager: Exploring the Power of CX

Trending Sources

CEMs vs. CRMs (And Why You Need Both)

Can your CEM program win customers for life?

Best Practices in Communications to Improve Employee Experience

4 Actions to Exceed Customer Expectations

What Customer-Centric Companies Must Do To Become Customer-Obsessed

5 Reasons Your KPIs Are Hurting Your Customer Experience

Are you Irrational: 7 Questions to See If You Are Irrational?

Why Most Customer Experience Programs Fail

Three Customer Experience Details Most C-Suite Leaders Overlook

What Can We Learn from Restaurants and Casinos?

12 Principles of Successful #CEM Change Management

How to Make or Break Your Customer Experience

eBay & PayPal’s Split is Good for Customers

Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation

How to Get People to Do What You Want

4 Things We Can All Learn from a Retail Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Like Just About All of Their Customers… I LOVE Wegmans!!!

A to Z Guide to Customer Experience Definitions and Terms (Updated)

How to Build a Culture of Customer Experience Management

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

10 Tips for Improving Enterprise Customer Experience

When ‘Push’ Marketing Goes Too Far

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Customer Experience Strategy: An A to Z Glossary

Strativity Group Announces Next Customer Experience Management Certification Program – Fall 2014

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

A to Z Guide to Customer Experience Definitions and Terms

The Problem with Self Service

Would Consumers (Really) Spend More For Better Service?

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Building Loyalty Doesn’t Need a Card

8 Customer Experience Predictions for 2016

2015 Temkin Group CX Vendor Excellence Award Winners

3 Ways to Use Mobile To Your Advantage

Customer Experience (CX): Frequently Asked Questions

Why Gut Decisions Are Sometimes Wrong

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