Customer Experience Management, Customer Retention and Leadership

Customer Experience Management

Customer Retention

Leadership

Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy

Strategy Customer Experience Net Promoter Score Customer Centricity

6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

NOVEMBER 8, 2018

The churn or retention rate are usually used to understand the connection between the customer experience management and its monetary value. Three Customer experience Metrics The Customer Experience Metrics are the KPIs the business follows that involve customers’ input.

Metrics

Metrics Net Promoter Score Customer Experience Effort Score

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Future-Proofing Enterprise Commerce: Why Extensibility Wins with Shopify

Making the Moment: The Art of Creating Events That Drive Results

Beyond the Buzz: How to Turn Marketing Trends into Revenue-Driving Strategies

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Trending Sources

Customer Experience ROI: Tying CX Investments to Business Success

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts.

ROI

ROI Customer Experience Customer Journeys Effort Score

Webinars

Future-Proofing Enterprise Commerce: Why Extensibility Wins with Shopify

Making the Moment: The Art of Creating Events That Drive Results

Beyond the Buzz: How to Turn Marketing Trends into Revenue-Driving Strategies

MORE WEBINARS

An Article On Customer Experience That Actually Makes Sense

GetFeedback

MAY 9, 2019

This means building trust with your customer, understanding their needs, and adapting to nurture that bond. In other words, treat your customer like a person and not a persona. What is customer experience management (CXM)? . This term is often used interchangeably with customer experience program.

Customer Experience

Customer Experience Customer Journeys Effort Score Metrics

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Net Promoter Score

Net Promoter Score Customer Journeys Customer Experience Omni-Channel

SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.

Customer Experience

Customer Experience Chief Customer Officer B2B Conference

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI

ROI CEM Net Promoter Score Customer Experience

Managing Customer Experience Like a Pro: Inside a CX Manager’s Daily Workflow

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Ecommerce

Ecommerce Self Service Management Customer Experience

12 Principles of Successful #CEM Change Management

CX Journey

JANUARY 31, 2018

John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Here are the fundamental steps - or pillars - to successful customer experience change management. Customers’ needs change.

CEM

CEM Management Government Culture

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

Blogs Beyond Philosophy CEO Colin Shaw Customer Behaviour customer centricity customer emotions Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction CX Carnival Market Research Marketing (..)

Customer Experience

Customer Experience Net Promoter Score Customer Centricity CEM

Ep 1: Inside CX by Lumoa – Linking Customer Experience with Business Outcomes

Lumoa

APRIL 14, 2021

And that kind of started my huge, sort of enthusiasm minute when it comes to customer experience, and customer experience management. So you have worked at Nokia and Microsoft working with customer experience. So the leadership and the rest of the organization should understand: What drives it?

Customer Experience

Customer Experience Metrics Net Promoter Score Financial

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experien

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

eBay & PayPal’s Split is Good for Customers

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

CX in 2025: Six trends you can’t ignore

customer sure

JANUARY 20, 2025

Whatever your marketing slogans, whatever posters you put on the office wall, customers can tell very easily whether the organisation and its people genuinely care about them, or whether its just lip service. The second is to measure how satisfied customers are with the ease and speed of getting issues resolved. Thats simply not true.

Trends 62

Trends Net Promoter Score Analysis ROI 62

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Purposeful Leadership: Leaders operate consistently with a clear set of values. So let’s start! It's simple.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Break Down #CX Barriers with Storytelling

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. there was a company that was losing employees, customers and, ultimately, money. at the end. So, imagine if you will.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

Revolutionizing customer engagement: Why marketers need AI chatbots now

BirdEye

MARCH 6, 2025

From cutting costs to streamlining operations and improving customer retention , there are multiple reasons why they matter to businesses of all sizes. Heres how they can help: Reducing costs while boosting efficiency AI chatbots can cut customer service costs by up to 30%.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

The Role of a Customer Experience Manager: Exploring the Power of CX

SurveySparrow

JUNE 30, 2023

Here comes the customer experience manager —a talented individual who turns interactions into priceless memories. In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact.

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experien

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

The definitive guide to customer experience management (CXM)

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Customer Experience + Marketing: Pro’s & Con’s

ClearAction

MAY 29, 2016

There’s a big difference between distinct transaction experiences and the cumulative customer life cycle experience. The end-to-end customer experience is affected by the entire value chain across the company. How Marketing Can Excel in Customer Experience Management.

Customer Experience 97

Customer Experience Marketing Chief Customer Officer Social Media 97

5 Ways to Make Marketing More Strategic

ClearAction

FEBRUARY 27, 2016

As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Customer Retention Begins with Trust.

Marketing 98

Marketing Metrics Connections Customer Retention 98

The definitive guide to customer experience management (CXM)

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Customer Experience: The Keystone for Business Success

ImprintCX Articles

NOVEMBER 12, 2024

Customer experience is often considered the cornerstone of a successful business strategy, but collaboration itself may be the keystone holding this strategy together. CX-led collaboration drives: Improved Customer Retention : Data from Forrester shows that CX-driven collaboration can improve customer retention rates by up to 50%.

Customer Experience 52

Customer Experience Chief Customer Officer Competitive Advantage Customer Retention 52

The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Is Home Delivery the Right Marketing Strategy?

Beyond Philosophy

NOVEMBER 3, 2014

Blogs Customer Experience Beyond Philosophy customer behavior customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors custome

Marketing 88

Marketing Strategy Retail Transportation 88

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Putting the Power of Your People to Work

Beyond Philosophy

OCTOBER 21, 2014

Blogs Customer Behaviour customer emotions Customer experience customer experience books customer experience management customer experiences Customer Loyalty Customer Mirrors customer retention customer satisfaction customer service n2n Naive to Natural Social Media Thought Leadership'

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

How to Predict Customer Churn—And What to Do About It

Totango

SEPTEMBER 1, 2020

It is important to establish acceptable product usage rates for each stage of the customer journey and then act to provide additional growth whenever these rates are low. Ensure Customers See Value. Get to know members of your customer’s organization at all, from key champions to users to executive sponsors.

Net Promoter Score 111

Net Promoter Score How To NPS Effort Score 111

Customer-Centricity! Oh, I’m Doing that Already!

Doug Leather

APRIL 30, 2014

I only wish that people would stop making bold statements that they’re never going to deliver upon, unless they develop a REAL understanding of their current reality, a REAL understanding of the reality to which they aspire, and REAL capacity for change.

Customer Centricity 49

Customer Centricity Competitive Advantage Customer Relationship Management Leadership 49

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

eBay & PayPal’s Split is Good for Customers

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 60

Net Promoter Score Customer Centricity Social Media Leadership 60

eBay & PayPal’s Split is Good for Customers

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 60

Net Promoter Score Customer Centricity Social Media Leadership 60

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Purposeful Leadership: Leaders operate consistently with a clear set of values. So let’s start! It's simple.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

When Customers Complain, Make Lemonade

ClearAction

AUGUST 23, 2008

Related articles: Customer Experience Insights by Stepping Into Your Customers’ Shoes. Customer Retention Begins with Trust. Payoff for Coordinating Customer Experience Management Company. Customer Experience Management Prevents Hassles.

Competitive Advantage 62

Competitive Advantage Customer Retention Customer Experience Management Leadership 62

6 Steps to a Great Apology

Beyond Philosophy

MARCH 10, 2015

Honesty is the best policy, and the only policy that gives you a chance for Customer retention. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake?

CEM 60

CEM Policies Customer Retention Conference 60

How to Get People to Do What You Want

Beyond Philosophy

JANUARY 23, 2015

The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

CEM 60

CEM How To eBook Study 60

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

MARCH 16, 2015

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

CEM 60

CEM CRM Conference Employee Engagement 60

Customer-Centric Transformation a no-brainer: Check out why!

Doug Leather

MARCH 19, 2014

Most shareholders and investors want confidence that leadership is able to grow a company organically. That means that the organisation will have developed capabilities to Acquire customers, to Retain them and keep them buying from the business, to grow them and to get them to buy more from the business.

Customer Centricity 51

Customer Centricity Competitive Advantage Leadership Customer Relationship Management 51

Omnichannel marketing 101: Here’s what a winning strategy looks like

BirdEye

MARCH 3, 2025

For businesses, this approach increases engagement, improves the customer journey, boosts conversions, and builds stronger brand affinity, leading to higher sales and long-term customer retention. This requires strong leadership, teamwork, change management, and the right technology.

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

Putting the Power of Your People to Work

Beyond Philosophy

OCTOBER 21, 2014

Blogs Customer Behaviour customer emotions Customer experience customer experience books customer experience management customer experiences Customer Loyalty Customer Mirrors customer retention customer satisfaction customer service n2n Naive to Natural Social Media Thought Leadership'

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

ijgolding

NOVEMBER 22, 2017

I can confirm that customers are most definitely NOT always right – but this ‘story’ is a brilliant example of their being two sides to any story – in this case, who was right and who was wrong? To me, one of the fundamental basics when it comes to good customer experience management, is communication.

Travel 379

Travel Customers Social Media Banking 379

What Can We Learn from Restaurants and Casinos?

Beyond Philosophy

FEBRUARY 24, 2015

Do you know the psychological cues in your experience? For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . An Inside Look at the Casino Experience. Recognizing the Subconscious Experience.

CEM 60

CEM Social Media Conference Customer Experience Management 60

Crafting and Cascading a Customer Experience Strategy Across Global Organizations

6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Webinars

Trending Sources

Customer Experience ROI: Tying CX Investments to Business Success

Webinars

An Article On Customer Experience That Actually Makes Sense

A to Z Guide to Customer Experience Definitions and Terms (Updated)

SaaS Customer Experience Starts in the C-Suite

Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World

Managing Customer Experience Like a Pro: Inside a CX Manager’s Daily Workflow

12 Principles of Successful #CEM Change Management

Why Most Customer Experience Programs Fail

Ep 1: Inside CX by Lumoa – Linking Customer Experience with Business Outcomes

5 Reasons Your KPIs Are Hurting Your Customer Experience

eBay & PayPal’s Split is Good for Customers

CX in 2025: Six trends you can’t ignore

Customer Experience Strategy: An A to Z Glossary

Break Down #CX Barriers with Storytelling

Revolutionizing customer engagement: Why marketers need AI chatbots now

The Role of a Customer Experience Manager: Exploring the Power of CX

How to Make or Break Your Customer Experience

The definitive guide to customer experience management (CXM)

Customer Experience + Marketing: Pro’s & Con’s

5 Ways to Make Marketing More Strategic

The definitive guide to customer experience management (CXM)

Customer Experience: The Keystone for Business Success

The Ultimate Guide: How to Build a Customer Experience Department

Is Home Delivery the Right Marketing Strategy?

Customer Experience Influencers You Must Follow – Part 2

Putting the Power of Your People to Work

CEMs vs. CRMs (And Why You Need Both)

How to Predict Customer Churn—And What to Do About It

Customer-Centricity! Oh, I’m Doing that Already!

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

eBay & PayPal’s Split is Good for Customers

eBay & PayPal’s Split is Good for Customers

A to Z Guide to Customer Experience Definitions and Terms

When Customers Complain, Make Lemonade

6 Steps to a Great Apology

How to Get People to Do What You Want

7 Signs of Decline for the CX Movement in 2015

Customer-Centric Transformation a no-brainer: Check out why!

Omnichannel marketing 101: Here’s what a winning strategy looks like

Putting the Power of Your People to Work

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

What Can We Learn from Restaurants and Casinos?

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