PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. As a Customer Experience Manager at PeopleMetrics, I have the pleasure of working with companies across a range of industries including hospitality, financial services, telecommunications, and aviation. That’s great!

Company 117

Company Net Promoter Score Hospitality CEM 117

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The results of serving that need are typically financial (revenue, profit, funding, paychecks).

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The results of serving that need are typically financial (revenue, profit, funding, paychecks).

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Retently

JULY 11, 2018

With the advent of the Net Promoter Score ®, capturing relevant feedback has never been easier. In case you are not familiar with NPS2, we will further explore this next generation methodology, its main concepts and the factors that determined such Net Promoter Score evolution. What Is NPS2? Smart Loops.

NPS 68

NPS Net Promoter Score CEM Social Media 68

Beyond Philosophy

JUNE 4, 2015

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. The authors compared financial performance of their selections with the 11 public companies identified by Jim Collins in Good to Great as superior in terms of investor return over an extended period of time.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Experience Matters

APRIL 7, 2015

NICE solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. We continually update and optimize our platform by harnessing CEM best practices and the ever-changing needs of our clients. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 29, 2015

This has hurt the company financially, but there is also a ‘long tail’ of negative enterprise reputation and image to be addressed.

Consumers 60

Consumers Wireless Banking Leadership 60

Beyond Philosophy

JUNE 17, 2015

In other words, the resources of time, money, people, and technology have to be accompanied by stated financial objectives and actionable analytics to prove their worth. Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return.

Consumers 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. 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.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

SmartKarrot

JULY 26, 2021

Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES). Have a clear understanding of the different aspects of customer experience that can create value – operational efficiencies, financial returns, and enhanced employee engagement and outcomes.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11

Beyond Philosophy

MAY 20, 2015

Even, however, if companies know how much, and where, to spend on service improvement, they have to be fully assured that customers would see the difference and be willing to reward them, financially, for it.

Consumers 60

Consumers Self Service Study Retail 60