What is digital customer experience management?
Callminer
AUGUST 3, 2022
Read this blog to learn about prioritizing and optimizing digital customer experience management. CX is one of the most important facets of a company's performance.
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How to Become a Customer Experience Manager
Fonolo
MARCH 28, 2023
Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world.
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The Customer Experience Manager
Uniphore
AUGUST 29, 2017
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More.
Top 20 Customer Service Blogs You Have to Read in 2020
Fonolo
JANUARY 14, 2020
Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.
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22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee
Callminer
MAY 11, 2020
To learn more about how customer service and customer experience managers can best handle disgruntled employees, we reached out to a panel of management professionals and asked them to answer this question: “What’s the best way for customer service / experience managers to handle a disgruntled employee?”.
The Do’s and Don’ts of Customer Experience Management
Uniphore
AUGUST 30, 2017
The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More.
The Importance of Data Analytics in Customer Experience Management
Customer Think
MARCH 9, 2023
With the vast amounts of data that companies collect from various sources, including customer feedback, social media, and website analytics, it has become essential to analyze this data to gain insights into customer behavior, preferences, and needs. And ultimately deliver a consistent customer experience.
Customer Experience Management: What Is It & Why It Matters
Ameyo Callversations
MAY 17, 2022
The process which allows the organizations to capture these customer interactions based on real-time feedback and customer connection is known as customer experience management. This blog will explain everything you need to know about customer experience management and why organizations need to maintain it.
Guest blog: The Ultimate Guide to Launching and Branding a Successful Customer Experience Program
Comm100
JUNE 15, 2022
In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program?
3 Reasons Why Customer Experience Management is So Powerful
PeopleMetrics
MARCH 14, 2016
Customer experience management solutions are powerful tools for any business. Customer experience management solutions help focus your energy. In some cases, companies are tracking customer experience metrics and collecting feedback, but they’re unsure what to do with that data.
The Customer Experience Management Strategy That Wins, and Helps You Win!
Customer Think
FEBRUARY 5, 2023
According to Forrester’s US 2022 Customer Experience (CX) Index rankings, “CX quality fell for 19% of brands in 2022—the highest proportion of brands to drop in one year since the survey’s inception.”
Our Top Ten Customer Experience Blogs of 2015
PeopleMetrics
DECEMBER 18, 2015
In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. If you haven't already, we invite you to subscribe to our blog !
How to Balance Intuition in Customer Experience Management and Sales
PeopleMetrics
JULY 27, 2016
If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. Far away from the customer, it becomes easy to buy into intuition and personal perspective. Thanks for reading! See you soon. Image Credits: Mirror Mirror by Andrew Roberts , CC BY 2.0.
Reputation Management or Customer Experience Management?
CX Journey
SEPTEMBER 16, 2014
Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), In our world, I think we focus mainly on the latter. What''s the point of this post?
It Takes Teamwork: Customer Experience Management and the Little Red Hen
Beyond Philosophy
AUGUST 16, 2016
There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Think of customer experience results as the cornbread.
PeopleMetrics Experience Management Platform Roadmap Preview
PeopleMetrics
FEBRUARY 25, 2021
Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].
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10 Aspirational Customer Experience Quotes from the Pros?
CSAT.AI
JULY 13, 2022
“If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . To deliver a high-touch experience, employees must be treated the way they’re expected to treat customers?:
10 Best Customer Experience Books
Lumoa
MARCH 21, 2023
You read blog posts and research articles if you want to learn more about a specific topic. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 The ability to empathize enables us to see the customer’s world differently.
How the Customer Feedback Management Process Works
PeopleMetrics
JUNE 10, 2021
And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.
5 Secrets Behind World-Class Customer Experience (CX)
PeopleMetrics
APRIL 30, 2021
Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].
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How to Optimize Your Survey with SMS & Video Feedback
PeopleMetrics
OCTOBER 19, 2021
Discover our award-winning Customer Experience (C X) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].
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24 Ways 2024 Customer Experience is Smarter: CX Metrics (Part 2 of 4)
Customer Think
FEBRUARY 1, 2024
In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I continually realize there is still […]
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113 The Personality Of Customer Experience
CX Accelerator
MARCH 14, 2019
The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. Consider now that Forrester's CX Predictions for 2019 report states that up to 89% of CX practitioners do not believe the ROI of CX is well established in their companies. Look again now at the 16 personalities.
Part 1: Using Data from Reports to Improve B2B Customer Support
TeamSupport
AUGUST 24, 2020
Quality data—and the right customer experience management tools–-enable you to view what is actually happening in your support operations, spot trends, and ultimately make good business decisions. This blog series explores how to interpret key data and implement strategies as a result.
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3-Step CX Strategy MID-YEAR Check-in for 2021
PeopleMetrics
AUGUST 24, 2021
CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. In this session, our customer experience management experts walk you through a 3-step customer experience framework (with downloadable PDF!) sessions: [link].
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Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is
PeopleMetrics
JULY 17, 2018
As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).
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Uncover the incredible Impact on ROI of Harnessing Customer emotions
Customer Think
MARCH 12, 2024
Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.
Best Practices for Developing a Customer Experience (CX) Strategy
PeopleMetrics
JUNE 28, 2021
Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Twitter: [link].
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Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging
PeopleMetrics
SEPTEMBER 24, 2018
To learn more about how to get the best of both worlds, contact us: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.
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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
We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management.
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23 Customer Experience Practices You Should Stop in 2023
Customer Think
JANUARY 30, 2023
“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory. But maybe this is the wrong path! If your aim […]
Creating Award Winning Employee Engagement: A Case Study
Beyond Philosophy
DECEMBER 8, 2014
Today, we have a much larger customer base, and we can’t keep doing things the ways we have always done them. I mean there are only 24 hours in a day,” explained Kelly McAteer, Customer Experience Manager for Carter Machinery, in a recent phone call about the award. “We Didn’t Believe Amazon Was Customer Centric Before?
3 Ways to Align Customer Experience & Market Research
PeopleMetrics
NOVEMBER 9, 2021
Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Twitter: [link].
A Bonus Recommendation for Reopening Your VoC Program
PeopleMetrics
JULY 13, 2020
In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys.
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Are you Irrational: 7 Questions to See If You Are Irrational?
Beyond Philosophy
MARCH 12, 2015
For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences. Please click here to learn more.
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The 3 Most Valuable Types of VoC Alerts
PeopleMetrics
MARCH 16, 2020
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. I hope this blog post helps you think about these important issues.
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78 6 Steps to a Great Apology
Beyond Philosophy
MARCH 10, 2015
For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: Apologizing in a Way That Promotes Customer Loyalty. Small Talk and Trust.
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Decoding the Stages of Customer Journey: A Comprehensive Guide
SurveySensum
JANUARY 26, 2024
Develop content like how-to videos, tutorials, guides, etc that help customers in their decision-making process. Address common concerns and provide solutions through blog posts, FAQs, and webinars. Educational Resources : Provides webinars, case studies, and tutorials to help customers deepen their understanding of your product.
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24 Ways 2024 Customer Experience is Smarter: CX Value (Part 1)
Customer Think
JANUARY 20, 2024
In an immature field like Customer Experience Management, there are plenty of new things to discover! When I’m writing, presenting, teaching, and discussing customer experience (CX), I often realize a new CX truth. What do you know today that was unknown to everyone a year ago?
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WATCH NOW: Planning for Customer Experience (CX) in 2021 | PeopleMetrics LIVE!
PeopleMetrics
DECEMBER 17, 2020
Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].
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5 Recommendations for Reopening your VoC Program
PeopleMetrics
JUNE 29, 2020
In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Yes and no).
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10 Most Relevant NPS Software Platforms
Lumoa
JANUARY 11, 2022
Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.
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103 7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
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. How Emotions Generate $$$$.
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122 4 Actions to Exceed Customer Expectations
Beyond Philosophy
NOVEMBER 24, 2014
So I ask you… whose expectations are at the center of your Customer Experience Design today? If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience.
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