Bold360

AUGUST 18, 2020

COVID-19 and today’s almost fully remote workforce have forced many organizations into “scramble mode” as they’ve rapidly adopted digital-first approaches to employee and customer experience (EX and CX). Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? Trends Shaping Customer Engagement & CEM.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. We can also see what happens when employee’s voices are valued, rewarded, and empowered.

CEM 148

CEM Reference Employee Experience Books 148

CX Journey

DECEMBER 26, 2014

What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. In order to change or adapt, there must be some systematic process in place, a process that gets everyone on board and marching to the same beat; that process is often referred to as change management.

Management 63

Management CEM 2014 Employee Experience 63

Beyond Philosophy

NOVEMBER 6, 2014

Coming up with specific ways that create this experience in all the departments of your organization is how you deliver the experience you designed. This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

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 (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Clarabridge

NOVEMBER 30, 2016

Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. The employee experience.

Customer Experience 74

Customer Experience CEM Employee Experience 2016 74

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.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

JANUARY 28, 2015

Be sure to ask your manager how you are doing and what you can improve at each month’s end. Ask your manager how long your lunch break is. What advice do you have for new employees? Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse! Save the wisecracks for your blog.

CEM 146

CEM Books Webinar Customer Centricity 146

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. The idea came from an employee that had been with the company for a year.

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

OCTOBER 20, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. Now that you have recruited the right people, it is essential that your training builds upon these innate skills to evoke the emotions you want in your experience.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

OCTOBER 29, 2014

By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers. However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

B2B 112

B2B Customer Experience Employee Experience Customers 112

Beyond Philosophy

FEBRUARY 2, 2015

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture 161

Culture Loyalty Employee Experience Customer Experience 161

Clarabridge

NOVEMBER 30, 2016

Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. The employee experience.

Customer Experience 40

Customer Experience CEM Employee Experience 2016 40

Beyond Philosophy

OCTOBER 24, 2014

Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. Ensuring the management doesn’t get in the way. Having all the best systems and procedures in place is an important part of management’s job.

ROI 75

ROI Net Promoter Score CEM 2014 75

Beyond Philosophy

OCTOBER 20, 2014

Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. Now obviously this is easy to do when the toxic employee is brazen about it. It is more complicated, however, when an employee is more secretly toxic. Have you worked with toxic employees?

Culture 117

Culture CEM Employee Experience Reference 117

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. What’s in a Name? As professionals we are passionate about our roles and responsibilities.

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience 122

Customer Experience Innovation Employee Experience Customers 122

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ShepHyken

MAY 20, 2019

The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together. My Comment: We start this week’s roundup with an article that has a focus on the employee experience.

Article 22

Article 2019 Customer Service CEM 22

SurveySensum

APRIL 21, 2023

No integration with Active Directory to manage users. It’s a customer experience management platform that helps companies make customer feedback actionable. Panel Management : This feature allows users to manage, target, and engage with specific respondent groups. Inmoment Contact for details 4.7 (5)

Multi-Channel 52

Multi-Channel 2023 Feedback Social Media 52

SurveySparrow

OCTOBER 12, 2020

We all understand how project management can be a daunting task. And when you have to use a tool that has limited functionality, project management will be a sheer disaster. . If you are using Airtable for project management, then maybe you’re already facing some issues with the app.

CEM 52

CEM Net Promoter Score NPS Customer Relationship Management 52

SurveySparrow

OCTOBER 22, 2020

If management is an art, then product managers are the Picasso of it! Well, a product manager has to manage many aspects as a daily routine. They are responsible for allocating resources, meeting deadlines, evaluating tasks, and managing a team. Product management is all about efficiency and multitasking.

Management 59

Management Net Promoter Score CEM Social Media 59

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices.

White Paper 160

White Paper 2014 2015 2012 160

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 40

2016 Customer Experience CEM 2015 40

Beyond Philosophy

JUNE 1, 2015

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

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Customer Alignment

DECEMBER 18, 2017

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more.

2017 45

2017 2018 Chief Customer Officer NPS 45

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. customerexperience #cx #cem #culture #companyculture. __. They’ve got different management styles. They do different things.

Culture 52

Culture Leadership Measurement CEM 52