CEM and Consulting - Customer Experience Update

10 Problems with Your Current CX Strategy

CloudCherry

FEBRUARY 20, 2019

As soon as a customer indicates they have an issue, it’s possible to have your CEM create a ticket in your help desk along with any other context they have, like the customer’s past purchasing history and other survey responses. If you pay for expert help, it should only be in a consultative role or doing a bespoke integration.

Strategy

Strategy CEM Analysis Self Service

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Strategy

Strategy CEM Touchpoint Customer Centricity

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

The Case FOR Customer Experience as a Business Strategy

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Strategy

Strategy CEM Customer Experience Banking

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

What is Customer Engagement Marketing?

Oracle

APRIL 3, 2019

Enter customer engagement marketing (CEM). What is CEM? In an interview for this article, Paul Miser, CEO & Co-Founder, Chinatown Bureau, a digital strategy consulting agency, suggests that this approach helps brands fulfill customer expectations, too. ” So, how does a business begin to create a CEM strategy ?

Customer Engagement

Customer Engagement CEM Engagement Marketing

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score Strategy Customer Centricity CEM

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM

CEM Customer Service Touchpoint Exercises

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.

Net Promoter Score

Net Promoter Score ROI Customer Experience Insurance

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

NOVEMBER 4, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail

Retail Net Promoter Score Customer Experience CEM

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer Experience

Customer Experience Net Promoter Score Customer Centricity CEM

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

Discovering What Customers Don’t Know Themselves

Beyond Philosophy

SEPTEMBER 9, 2014

< [link] > The post Discovering What Customers Don’t Know Themselves appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. “These Hilarious Charts Will Show You Exactly Why Correlation Doesn’t Mean Causation.” www.businessinsider.com. 9 May 2014. 20 August 2014. <

Hotels

Hotels CEM Analysis Customers

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

FEBRUARY 5, 2015

The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy.

CEM

CEM Omni-Channel Training Customer Experience

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

B2C

B2C B2B CEM Airlines

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

SEPTEMBER 11, 2014

Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Blogs Employee Experience'

Banking

Banking Culture Employee Engagement CEM

How CloudCherry help Credit Unions deliver amazing Member Experiences

CloudCherry

DECEMBER 1, 2018

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. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change.

Customer Journeys

Customer Journeys CEM Net Promoter Score Touchpoint

How CloudCherry help Credit Unions deliver amazing Member Experiences

CloudCherry

OCTOBER 19, 2018

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. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change.

Customer Journeys

Customer Journeys CEM Net Promoter Score Touchpoint

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Employee Experience

Employee Experience Communication CEM e-support

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

Beyond Philosophy

OCTOBER 29, 2014

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

Net Promoter Score

Net Promoter Score Customer Experience CEM Banking

How Sports Results Affect Our Decision Making

Beyond Philosophy

SEPTEMBER 26, 2014

The post How Sports Results Affect Our Decision Making appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Register today for this fantastic webinar presented by Bob Downie, Chief Executive, the Royal Yacht Britannia, who will tell you how. Blogs Customer Analysis'

Sports

Sports CEM Consulting Consumers

Right or Wrong? Protecting Yourself Against Other Passengers

Beyond Philosophy

SEPTEMBER 23, 2014

Protecting Yourself Against Other Passengers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX The post Right or Wrong?

Airlines

Airlines CEM Consulting Customer Experience

Forget About the Wow. What Should You Fix NOW?

Experience Investigators by 360Connext

JANUARY 8, 2018

appeared first on Customer Experience Consulting. This post was written for and a version originally appeared on the CallidusCloud CX blog. The post Forget About the Wow. What Should You Fix NOW?

Customer Journeys

Customer Journeys Airlines Social Media Banking

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM

CEM NPS Hotels Survey

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

The post 4 Ways to Gain Customers’ Trust in Data Security appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. View our books on Customer Experience here. Blogs Thought Leadership'

Data

Data CEM Loyalty Consulting

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Measurement

Measurement CEM Touchpoint Video

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post How to Make or Break Your Customer Experience appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Colin is an international author of four best-selling books and an engaging keynote speaker. Blogs Customer Experience'

Customer Experience

Customer Experience How To Multi-Channel CEM

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

Beyond Philosophy

OCTOBER 31, 2014

appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes. The post What Does The Scottish Independence Vote Have to Do with Customer Experience? Blogs Customer Experience'

Customer Experience

Customer Experience Banking CEM Policies

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Customer Experience CEM How To

4 Ways to Get Customers to do What You Want

Beyond Philosophy

SEPTEMBER 19, 2014

link] The post 4 Ways to Get Customers to do What You Want appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. “How to Get People to Do What You Want.” www.psychology.today.com 1 August 2014. 10 August 2014. Blogs Expert''s Insights'

Airlines

Airlines CEM Consulting Video

3 Steps to Becoming #1 on Trip Advisor

Beyond Philosophy

OCTOBER 3, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post 3 Steps to Becoming #1 on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here.

Leadership

Leadership CEM Sports Hotels

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM

CEM Software Feedback Call Center

An Overview of Customer Experience

InMoment XI

AUGUST 9, 2024

Customer experience can also be referred to as customer experience management (CXM or CEM). Watermark Consulting. Why is Customer Experience Important? Did you know that 86% of consumers are willing to pay more for a product or service if they have a great customer experience? 6 Things Customer-Centric Companies Do Differently.

Customer Experience

Customer Experience Customer Journeys Effort Score Net Promoter Score

C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme

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. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.

CEM

CEM Case Study e-support Study

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

NPS

NPS Measurement CEM Survey

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Touchpoint

Touchpoint Feedback CEM Customer Experience

Are you Prejudiced?

Beyond Philosophy

SEPTEMBER 17, 2014

I use stories all the time when I am consulting with clients on Customer Experiences. appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. They are important to your organization to help create an emotional relationship with your brand. Blogs Customer Emotions'

CEM

CEM Groups Consulting Sports

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Experience'

ROI

ROI CEM Consulting System

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

NOVEMBER 4, 2014

. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. 19 August 2014. < < [link].

CEM

CEM Conference Customer Centricity Consumers

3 Predictive Strategies to Drive Revenue and Impact the Bottom Line

CloudCherry

AUGUST 30, 2018

These changes are frequently led by your CEM. Typically, customer experience analysis has been farmed out to consulting firms and data analysts. To get this level of information out of consultants would take months. The insights from predictive analytics are only valuable if they are put into action.

Strategy

Strategy NPS Analytics Analysis

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

ROI

ROI CEM Software Customer Experience Management

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX. View our books on Customer Experience here.

Net Promoter Score

Net Promoter Score Data CEM Customer Retention

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Analysis

Analysis CEM ROI e-support

Do You Have a Secretly Toxic Employee Problem?

Beyond Philosophy

OCTOBER 20, 2014

appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX The post Do You Have a Secretly Toxic Employee Problem? Blogs Employee Experience Thought Leadership'

Culture

Culture CEM Effort Score Employee Experience

10 Problems with Your Current CX Strategy

5 Strategies for CX Excellence

Trending Sources

4 Actions to Exceed Customer Expectations

The Case FOR Customer Experience as a Business Strategy

Do You Harness the Power of Habit in Your Marketing Yet?

What is Customer Engagement Marketing?

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

5 Facts to End the ROI Debate on Customer Experience

4 Things We Can All Learn from a Retail Customer Experience

Why Most Customer Experience Programs Fail

5 Reasons Your KPIs Are Hurting Your Customer Experience

Discovering What Customers Don’t Know Themselves

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

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

How CloudCherry help Credit Unions deliver amazing Member Experiences

How CloudCherry help Credit Unions deliver amazing Member Experiences

Best Practices in Communications to Improve Employee Experience

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

How Sports Results Affect Our Decision Making

Right or Wrong? Protecting Yourself Against Other Passengers

Forget About the Wow. What Should You Fix NOW?

5 Recommendations for Reopening your VoC Program

4 Ways to Gain Customers’ Trust in Data Security

CX Secrets: Not measuring CX is like not counting your money

How to Make or Break Your Customer Experience

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

How to Make or Break Your Customer Experience

4 Ways to Get Customers to do What You Want

3 Steps to Becoming #1 on Trip Advisor

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

An Overview of Customer Experience

C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Are you Prejudiced?

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

How is Your Business Dealing with the Paradox of Choice?

3 Predictive Strategies to Drive Revenue and Impact the Bottom Line

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

4 Ways to Gain Customers’ Trust in Data Security

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Do You Have a Secretly Toxic Employee Problem?

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