Retently

OCTOBER 1, 2018

It’s normally used to display it so that every department in your company can easily keep track of the whole customer experience. Using customer journey mapping is paramount, as it lets everyone in your company visualize how someone becomes a client, and gives them a better understanding of how to improve the process.

Customer Journeys 107

Customer Journeys Touchpoint Social Media CEM 107

Beyond Philosophy

JANUARY 12, 2015

You do not deliver the Customer Experience you design; your team delivers the Customer Experience. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Beyond Philosophy

OCTOBER 28, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

MAY 14, 2015

However, even the thought leaders in Customer Experience say consistency is a challenge in message, service and integration for Self-Service Channels. How to Be Consistent with Self-Service Channels. I always say that over 50% of a Customer’s Experience with your organization is how they feel about it.

Self Service 60

Self Service Exercises Analysis Call Center 60

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Enhancing Customer Experience through Excellent Billing Communications.

CEM 40

CEM Case Study e-support Customer Centricity 40