Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

eglobalis

SEPTEMBER 19, 2024

Challenge: If employees don’t see the value of their contributions, their engagement drops, and innovation suffers, leading to diminished customer experiences. Transparent Leadership to Build Trust Transparent leadership is essential for building trust during transformation efforts.

Customer Experience 233

Customer Experience Leadership Innovation Roadmap 233

eglobalis

OCTOBER 1, 2017

Over the past several years, the field of customer experience management has matured, we are seeing more and more companies recognize its importance as a key ingredient in building and maintaining customer loyalty, retention, engagement, measuring with the right KPIs and metrics. Sponsorship and engagement in global events.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience Customer Experience Management 154

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. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Clarabridge

OCTOBER 18, 2016

Your executives may develop a customer-first strategy, but you won’t gain customers for life without your managers. Managers must be modeling, coaching, and rewarding customer-centric behavior from your frontline teams. Your managers also play a key role in getting feedback from employees and customers.

CEM 65

CEM Leadership Customer Centricity Employee Experience 65

Beyond Philosophy

NOVEMBER 4, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

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. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

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. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. About the Author.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. He has supported it with his actions.

Leadership 154

Leadership CEM Sports Hotels 154

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 110

Net Promoter Score Customer Centricity Social Media CEM 110

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 140

Net Promoter Score Customer Experience CEM Banking 140

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. Governance in Customer Journey Mapping. Click here to view SlideShare.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

MyCustomer

FEBRUARY 23, 2017

Assessing the customer-centricity of your leaders.

Customer Centricity 47

Customer Centricity CEM Leadership Loyalty 47

SuiteCX

DECEMBER 22, 2015

Thought Leadership #6: Disruptive competitors will appear when and where you least expect them. Customer Experience will expand to focus on employee engagement. Bottom line, companies will need to improve the employee experience in order to improve the customer experience. Thought Leadership 5.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

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 60

Customer Centricity Omni-Channel Company Banking 60

Experience Investigators by 360Connext

OCTOBER 9, 2019

Another way we don’t really talk about CX is when we talk all about the Customer Experience Management (CEM) platform. The head of Customer Experience is really supposed to be the person who understands the CRM or CEM system the best. Are you, as a leader, using the right language around customer experience?

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

Beyond Philosophy

JANUARY 23, 2015

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

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . Do you know the psychological cues in your experience? I would be interested to hear about these in your comments below. Please click here to learn more.

CEM 60

CEM Social Media Customer Experience Management Conference 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. Customer Engagement. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. Who is a Customer Experience Manager? “Customer experience is the new marketing.”

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

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 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

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.

Customer Centricity 60

Customer Centricity Retail Leadership Customers 60

Answer Dash

APRIL 17, 2020

What is customer experience management? Customer experience management, sometimes abbreviated to CEM, is the practice of owning your customer experience and actively working to improve it. It involves research to discover who your customers are, what they need, and where their pain points lie.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Innovative CX

FEBRUARY 26, 2019

Recognizing this role as an integral part of an organization’s leadership will create laser-like focus on and commitment to both the customer and the employee experience. Educational opportunities abound at universities like Rutgers CEM mini-MBA, online courses and webinars. What’s in a name? What’s in a name? One final thought.

CEM 40

CEM Customer Experience Professionals Course ROI 40

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.,

Video 60

Video Marketing Social Media Conference 60

Beyond Philosophy

JUNE 11, 2015

From my perspective, the second explanation is good common sense; however, the first statement is really questionable, even counterintuitive if a subordinating goal of loyalty behavior is to help drive customer-centricity. In the U.S., regional supermarket chain Publix has no loyalty program. The post Loyalty Programs!?!

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

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. Register here today! Mobile Experience: Harness the Power of Your Mobile Channel to Increase Traffic in Retail Stores. The Mobile Age.

Omni-Channel 60

Omni-Channel Sports Retail Video 60

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) The first, a B2C example, involves a major player in the cable television industry.

B2C 60

B2C B2B Metrics Analysis 60

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 60

Wireless Marketing Advertising e-support 60

Beyond Philosophy

JUNE 29, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. Michael Lowenstein, Ph.D.,

Consumers 60

Consumers Wireless Banking Leadership 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

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 60

Consumers Connections Social Media Advertising 60