CEM and Customer Service - Tech Customer Success

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

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

CEM

CEM Customer Experience B2C Customer Loyalty

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

Experience Investigators

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. It’s time to make your case.

Net Promoter Score

Net Promoter Score CEM CX Customer Experience

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

CEM

CEM Touchpoint Customer Service CX

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

Must-Have Customer Experience Management Skills for CX Professionals

Lumoa

SEPTEMBER 8, 2021

To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. All of these contain valuable insights into your customer experience. Recommended reading: Survey Design Best Practices 3.

Customer Experience Management

Customer Experience Management CEM CX Customer Experience

Best Practices for Developing a Customer Experience (CX) Strategy

PeopleMetrics

JUNE 28, 2021

customer experience strategy, customer experience, cx, strategy, customer journey, customer service, customer experience management, cx strategy, customer centricity, customer experience strategy framework, customer experience strategy and design, customer experience objectives, cx best practices, cx strategies, develop customer experience strategy, (..)

CX

CX Customer Experience CEM VOC

The Role of Customer Experience in Telco

Lumoa

JULY 21, 2022

Finally, we’ll share general steps to improve CX within your organization and discuss what the future holds for the telco customer journey in Europe. Telecom Customer Journey and Experience Management Explained. The telecommunications industry is not known for its high-quality customer service.

Customer Experience

Customer Experience CXM CEM Net Promoter Score

How to Become a Customer Experience Manager

Fonolo

MARCH 28, 2023

Responsibilities can include: Managing the overall customer experience: Customer experience managers are responsible for ensuring that all interactions with customers are positive and meet or exceed the customer’s expectations. More than ever, contact centers offer solid career pathways!

Customer Experience Management

Customer Experience Management Customer Experience Contact Center Net Promoter Score

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. Please click here to learn more.

CEM

CEM Customer Retention Customer Experience Management Customer Relationship

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC

VOC CEM Touchpoint Business Administration

Customer Reach – December Newsletter

Taylor Reach Group

DECEMBER 5, 2017

Contact centers, customer service and customer experience: news, views and how to's. Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance. Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance. Newsletter. Continue reading here.

CEM

CEM Contact Center Artificial Intelligence Hospitality

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. That which gets measured (and rewarded) gets done. What do you measure at your organization?

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Satisfaction

How to Set Industry NPS Benchmarks and Why It Matters

Lumoa

APRIL 7, 2022

In contrast, customers state-side are more likely to give the coveted 9 or 10 scores needed to class customers as “promoters.” ” Further evidence of cultural bias is that customers in Japan tend to rate their satisfaction levels lower due to high customer service standards.

NPS

NPS Net Promoter Score CEM Customer Satisfaction

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Net Promoter Score

Net Promoter Score Customer Experience NPS CEM

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

JANUARY 12, 2015

Philosophy #2: Your Customer Experience drives value for your organization. . When an organization focuses on improving the Customer Experience, it drives the value for the organization, reduces the costs associated with customer service, and builds a competitive advantage in today’s global and commoditized marketplace.

Customer Experience

Customer Experience CEM Customer Experience Management Customer Expectations

How to Get People to Do What You Want

Beyond Philosophy

JANUARY 23, 2015

Blogs Leadership CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer experience books customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction customer (..)

CEM

CEM Customer Retention Customer Satisfaction Customer Loyalty

The Always Up-To-Date Guide To CX Events

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM

CEM CX Contact Center Customer Loyalty

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score

Net Promoter Score CEM Social Media Retail

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score

Net Promoter Score CEM Gambling Social Media

Confirmit Voices™ for Financial Services

Confirmit

DECEMBER 4, 2018

A solid Voice of the Customer program will help you understand what customers demand from you and how to meet those demands while helping your organization improve processes to support regulatory compliance. Powering Voice of the Customer Experience Programs.

CEM

CEM Compliance Voice of the Customer Business Growth

How to Win Customers’ Trust Without Spending a Dime

Beyond Philosophy

MARCH 29, 2016

When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. And it turns out that subconscious elements like the quality of a smile can have a dramatic effect on a customer’s experience.

CEM

CEM Start-ups Retail Gaming

The Always Up-To-Date Guide To CX Events

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM

CEM CX Contact Center Customer Loyalty

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What is the focus of the systems in your organization? Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Retention

CX Is Hitting A Brick Wall

Beyond Philosophy

APRIL 7, 2016

During the conversation, this person revealed the fact that he used to be in Customer Service. The rest of the conversation went like this: Me: So, what are you doing differently now that you are in Customer Experience instead of Customer Service? Customer Experience isn’t the same thing as Customer Service.

Net Promoter Score

Net Promoter Score CX CEM Customer Satisfaction

10 Best Customer Experience Management Software Companies 2024

SurveySensum

MARCH 20, 2024

Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution! It includes a variety of factors like customer service interactions and surveys for personalization and user journey optimization. And how to facilitate this?

Customer Experience Management

Customer Experience Management CXM Customer Experience Text Analytics

Seven Useful Tips from Experts to “Close the Loop” Customer Feedback

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Customized Closed-loop Work-Flow for your Business needs. No action on bad experience can affect the bottom line!

Close the Loop

Close the Loop Customer Feedback Net Promoter Score CEM

What Does The Scottish Independence Vote Have to Do with Customer Experience?

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

Net Promoter Score Customer Experience CEM Finance

Stop Making These Mistakes with Your Customer Experience

Beyond Philosophy

MARCH 28, 2016

This better memory is what Customers think of the next time they need something you offer, and it is what brings them back. Not only does an investment in the experience improve the Customer Loyalty, but it also reduces the costs associated with your Customer Service channels. Are you one of them?

Customer Experience

Customer Experience Gambling CEM Start-ups

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score

Net Promoter Score Data Mining CEM Customer Retention

Staying Ahead of the Competition

CX Journey

JANUARY 19, 2017

Take your customer feedback, and do something with it. 5 So Whats: Prioritizing Improvement Opportunities #CX Improvements and the Streetlight Effect CEM Toolbox: Taking Action Innovation is probably one of my favorite topics to write about when it comes to differentiation and staying ahead of the competition.

CEM

CEM Innovation VOC Customer Feedback

Call Center, Contact Center and Customer Experience Events – April 2018

Taylor Reach Group

MARCH 26, 2018

This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. You’ll leave with answered to your top questions.

Contact Center

Contact Center Artificial Intelligence Customer Experience CEM

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” That is to say, Amazon has it—and Bank of America doesn’t. The Top 10 Companies As you can see, Amazon sits at the top. They communicate well.

CEM

CEM Engineering Innovation Customer Experience Management

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 3 Steps to Becoming #1 on Trip Advisor.

Net Promoter Score

Net Promoter Score CEM Outlook Customer Retention

8 Ways to Tell Whether Your CEO Supports You

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. 5 Reasons Your KPIs are Hurting Your Customer Experience. Please click here to learn more.

CEM

CEM Education Sales Customer Experience

Contact Center, Call Center and Customer Experience Events – September 2017

Taylor Reach Group

AUGUST 29, 2017

Customer Engagement Compliance Professional (CECP) 2-day Live Training. Call Centre and Customer Services Summit – September 18 – 19. Employee Engagement + Customer Engagement = Next Generation Loyalty. Operational CEM Accelerator Workshop – Chicago – September 26th. A Brand and Demand Solutions eBroadcast.

Contact Center

Contact Center Customer Experience CEM Compliance

Right or Wrong? Protecting Yourself Against Other Passengers

Beyond Philosophy

SEPTEMBER 23, 2014

In both cases, the police said that it was a “Customer Service” issue. If something as little as legroom disputes have escalated to the point that they can ground a flight, it might be an indication that the Customer Experience needs a little attention. The passenger was arrested in Boston.

CEM

CEM Start-ups Customer Experience Customer Service

How to Win Customers’ Trust Without Spending a Dime

Beyond Philosophy

MARCH 29, 2016

When our consultants stand in the place of customers, they carefully evaluate the subconscious and emotional elements of the customers’ experience as well as the rational and practical ones. And it turns out that subconscious elements like the quality of a smile can have a dramatic effect on a customer’s experience.

CEM

CEM Start-ups Retail Gaming

Hypocrisy revealed of major US company

Beyond Philosophy

APRIL 13, 2016

Consider our Hierarchy of Emotional Value that we developed during research for our Emotional Signature® Tool: It’s clear that I felt disappointed and frustrated by my ISP’s service, two emotions in the Destroying Cluster (at the bottom). So I did what any customer in this emotional state would do: I called their Customer Service.

CEM

CEM Retail Start-ups Customer Experience

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post How to Make or Break Your Customer Experience appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Experience' What is the focus of the systems in your organization?

Customer Experience

Customer Experience CEM Technology Technology

When #CCM and #CX Collide

CX Journey

NOVEMBER 30, 2016

There is a real need to have such a centralized system to (a) map the customer journey, being sure to call out communications along the way, and (b) ensure all communications, regardless of medium, deliver a seamless brand experience for the customer.

CEM

CEM Invoicing Customer Journey Map CX

What is a good Net Promoter Score?

Lumoa

SEPTEMBER 16, 2022

They are mostly available on many Customer Experience Management (CEM) platforms and are open to the public. It means your customers are happy. Take proactive steps to improve your products and services, including training your employees so that they can give better customer service. How good is your score?

Net Promoter Score

Net Promoter Score NPS Social Media Retail

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Experience' We hope to see you at our webinar, “ How to Become TripAdvisor’s No.1

CEM

CEM Outlook Start-ups Customer Experience

CX Is Hitting A Brick Wall

Beyond Philosophy

APRIL 7, 2016

During the conversation, this person revealed the fact that he used to be in Customer Service. The rest of the conversation went like this: Me: So, what are you doing differently now that you are in Customer Experience instead of Customer Service? Customer Experience isn’t the same thing as Customer Service.

Net Promoter Score

Net Promoter Score CX CEM Customer Satisfaction

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here.

Net Promoter Score

Net Promoter Score Social Media CEM Customer Retention

Average Survey Response Rate You Should Aim For

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. We’ll also share the areas of your CEM system you can record and provide general steps to help you benchmark your performance. What Is Your Survey Response Benchmark?

CEM

CEM Net Promoter Score NPS Customer Survey

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

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

Webinars

Trending Sources

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Webinars

Must-Have Customer Experience Management Skills for CX Professionals

Best Practices for Developing a Customer Experience (CX) Strategy

The Role of Customer Experience in Telco

How to Become a Customer Experience Manager

6 Steps to a Great Apology

Build Your VoC Program From Where You Are: Part 1 - Building Phase

Customer Reach – December Newsletter

5 Reasons Your KPIs Are Hurting Your Customer Experience

How to Set Industry NPS Benchmarks and Why It Matters

5 Facts to End the ROI Debate on Customer Experience

Philosophies to Improve Your Customer Experience in 2015

How to Get People to Do What You Want

The Always Up-To-Date Guide To CX Events

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Do You Harness the Power of Habit in Your Marketing Yet?

Confirmit Voices™ for Financial Services

How to Win Customers’ Trust Without Spending a Dime

The Always Up-To-Date Guide To CX Events

How to Make or Break Your Customer Experience

CX Is Hitting A Brick Wall

10 Best Customer Experience Management Software Companies 2024

Seven Useful Tips from Experts to “Close the Loop” Customer Feedback

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Stop Making These Mistakes with Your Customer Experience

4 Ways to Gain Customers’ Trust in Data Security

Staying Ahead of the Competition

Call Center, Contact Center and Customer Experience Events – April 2018

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

8 Ways to Tell Whether Your CEO Supports You

Contact Center, Call Center and Customer Experience Events – September 2017

Right or Wrong? Protecting Yourself Against Other Passengers

How to Win Customers’ Trust Without Spending a Dime

Hypocrisy revealed of major US company

How to Make or Break Your Customer Experience

When #CCM and #CX Collide

What is a good Net Promoter Score?

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

CX Is Hitting A Brick Wall

eBay & PayPal’s Split is Good for Customers

Average Survey Response Rate You Should Aim For

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