PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); System Harmony. Talk to David.

CEM 84

CEM CRM Customer Relationship Management VOC 84

PeopleMetrics

JANUARY 10, 2018

When Volunteers Are Treated Like Customers, Everyone Wins. Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. Talk to David.

CEM 74

CEM Close the Loop Text Analytics Social Media 74

PeopleMetrics

FEBRUARY 26, 2018

You must confirm that you have heard your customers’ feedback and, if constructive, assure them that you are using their feedback to enhance your quality of service and ultimately, the overall customer experience. Keep a finger on the pulse of your end-user experience. How to get started? Don’t overcomplicate it.

NPS 96

NPS Net Promoter Score B2B CRM 96

PeopleMetrics

MAY 16, 2018

That is an easy approach, but it doesn’t offer enduring value in terms of enabling the organization to make continuous improvement to the customer experience – one customer at a time. This is where having an end-to-end Customer Experience Management (CEM) software platform comes in. Print this article.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

PeopleMetrics

NOVEMBER 2, 2017

This is about delivering a phenomenal customer experience through a thousand "hellos" and not discriminating about who is on the receiving end. They must understand that you cannot prescribe a great customer experience. This story is about much more than a hotel doorman saying “good morning” to people. Talk to David.

Hospitality 91

Hospitality Hospitality Finance Compliance 91