Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Data 131

Data CEM Loyalty Consulting 131

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Click here to view SlideShare. Governance in Customer Journey Mapping.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

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 120

Net Promoter Score Customer Experience CEM How To 120

Beyond Philosophy

OCTOBER 8, 2014

What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. They have Customer-centric leadership. PayPal has a perception problem.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

SuiteCX

DECEMBER 22, 2015

Thought Leadership #6: Disruptive competitors will appear when and where you least expect them. Organizationally, CEM teams tend to come from the Marketing and Service departments. Thought Leadership 5. Companies will begin to use CEM to develop new products and services.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Responsetek

MAY 3, 2018

It’s disconcerting for consumers to see a slick, glossy presentation one place and then be met with a clunky, hard-to-navigate brand presentation elsewhere. Today’s consumer has an insatiable appetite for immediate gratification and with that comes the expectation that they can provide feedback to your business in real time.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership Software CEM Insurance 40

Beyond Philosophy

MARCH 16, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. Please click here to learn more. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM CRM Conference Employee Engagement 60

SuiteCX

JUNE 1, 2015

CEM – Customer Experience Management. Head here for our thought leadership on journey mapping best practices. User Experience (UX) UX refers to the design of an experience to deliver the best experience for a consumer to use your product/service. Customer needs, emotions, perceptions.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return. In other words, consumers may shift back and forth from marketing to sales – and at their individual, emotionally driven whim.

Consumers 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

FEBRUARY 24, 2015

As Professor Ryan Hamilton will be going though is our upcoming training event, “ Examining Consumer Psychology: How to Influence Customer Decisions ,” these types of theories and their implications can have a profound influence on consumer behavior. Do you know the psychological cues in your experience?

CEM 60

CEM Social Media Conference Customer Experience Management 60

Beyond Philosophy

JANUARY 23, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

CEM 60

CEM How To eBook Study 60

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I would love to read below in the comments of the irrational things that you do in your day-to-day life. Please click here to learn more. appeared first on Beyond Philosophy.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information.

Consumers 60

Consumers Wireless Banking Leadership 60

Retently

JULY 11, 2018

Customer experience management ( CEM ) is also another way to refer to this methodology. Don’t forget – 89% of consumers get frustrated when they have to keep repeating their problems to numerous representatives. Thought Leadership. In fact, most uses of NPS® nowadays directly refer to NPS2. What Is NPS2?

NPS 68

NPS Net Promoter Score CEM Social Media 68

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t. 4 September 2014. <

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

FEBRUARY 2, 2015

“Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. 16 December 2014. < < [link]. Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Tools 60

Tools Marketing CEM eBook 60

Experience Matters

APRIL 7, 2015

Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices. We are inspired by their innovative work and amazing results! Rant and Rave. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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. For example, YouTube is actively used as a source for consumer content.

Video 60

Video Marketing Social Media Conference 60

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. They are looking for better experiences across channels, as well as reasons to spend; and gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D.,

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Answer Dash

APRIL 17, 2020

Customer experience management, sometimes abbreviated to CEM, is the practice of owning your customer experience and actively working to improve it. CEM means making changes to the way you do things. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Beyond Philosophy

JUNE 2, 2015

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

Customer Centricity 60

Customer Centricity Retail Leadership Customers 60

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer-Centric Culture Leadership and Liaison. Michael Lowenstein, Ph.D., As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. If anything, due to the more critical nature of touch points, performance, brand perception, and relationships in B2B, bonding may well be more important in this arena than in the business-to-consumer world. Michael Lowenstein, Ph.D., appeared first on.

B2C 60

B2C B2B Metrics Analysis 60

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Michael Lowenstein, Ph.D.,

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

JULY 5, 2015

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

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

JUNE 23, 2015

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

Wireless 60

Wireless Marketing Advertising e-support 60

Beyond Philosophy

JUNE 1, 2015

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

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Beyond Philosophy

MAY 12, 2015

Nothing could be further from the truth in both Business-to-Consumer and Business-to-Business situations, we know that Customers are irrational. This fact is why dealing with Customers is so difficult. Most organizations make the mistake thinking Customers are rational beings and only make decisions logically.

System 60

System Consumers Connections Customer Experience 60

Beyond Philosophy

APRIL 30, 2015

Consumers are noticing it and are disappointed. Bottom Line: Reward Programs Need to Be a Great Experience for Customers. It’s tougher than ever to build loyalty. The old way of doing things doesn’t work the way it used to. The good news is they still think loyalty rewards are important–as long as they are the right ones.

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). (Source: Brian Manusama, Gartner.com ). While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Clearly, more Customers want self-service options.

Self Service 60

Self Service Exercises Call Center Analysis 60

Ian Williams

JULY 1, 2015

We might ask ourselves about those customers who ‘game’ offerings, or those dishonest consumers who might steal or attempt to sabotage our businesses. However over the very many decades since these statements came into the public consciousness, they have come under scrutiny. Surely these people are not ‘king’ and ‘always right’?

Course 40

Course Customers Leadership Customer Experience 40

Beyond Philosophy

JULY 14, 2015

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Beyond Philosophy

JUNE 4, 2015

Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too.

Omni-Channel 60

Omni-Channel Sports Retail Video 60

SmartKarrot

JUNE 29, 2022

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. Your organization must have the right tools to succeed in today’s competitive environment. Hold Leaders Accountable for Customer Experience Metrics.

Tips 11

Tips Customer Experience Social Media CEM 11