PeopleMetrics

JANUARY 10, 2018

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. A central element of a true Customer Experience Management (CEM) program is “closing the loop”.

CEM 74

CEM Close the Loop Text Analytics Social Media 74

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 163

Net Promoter Score CEM Social Media Retail 163

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 167

Net Promoter Score CEM Gambling Social Media 167

Beyond Philosophy

NOVEMBER 4, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience Real Estate 148

PeopleMetrics

MARCH 21, 2018

Today, the internet and social media and sites likes Yelp, Twitter, Facebook and TripAdvisor now allow people to provide feedback on their terms, on their time, and share it publicly. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM 82

CEM Business Administration Machine Learning Social Media 82

Lumoa

SEPTEMBER 16, 2022

In a recent study , at least 49% of consumers are now saying that they are willing to talk about their positive experiences on social media compared to the 30% of those who will post something negative. There were previously 45% of people sharing negative feedback on social media and only 32% sharing positive feedback.

Net Promoter Score 83

Net Promoter Score NPS Social Media Retail 83

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. One dissatisfied customer could spread bad reviews online to 100 or more customers on social media. Responding to feedback with an appropriate solution and closing the ticket is what we call to close the loop feedback. Source ).

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

CX Journey

SEPTEMBER 16, 2014

This is great for customers, but some companies aren''t thrilled with these review sites or with social media; they often don''t have the staff to manage it all, and they don''t want their dirty laundry aired in public to millions of people. It is not a strategy on its own that supersedes an overall, umbrella CEM strategy.

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 98

CEM Social Media Customer Retention Customer Satisfaction 98

Beyond Philosophy

JUNE 17, 2015

Without innovative and useful content, not only will Google not reward the site with high search placement, but associated efforts – email campaigns, social media marketing, and search engine optimization – will also fall short. Social media marketing (SMM), in turn, will help enhance search performance for the site.

Social Media 96

Social Media Engineering Gaming Innovation 96

SurveySensum

MARCH 20, 2024

This CEM tool empowers businesses to effectively manage and enhance their customer experience in an all-in-one platform. Best Features: It allows businesses to manage customer interactions from various channels, including email, chat, phone, and social media, all in one unified platform.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

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 110

Net Promoter Score Social Media CEM Customer Retention 110

Beyond Philosophy

OCTOBER 20, 2014

In addition, they have regular access to social media and can contribute to its content. Follow Colin Shaw on Twitter @ColinShaw_CX The post Putting the Power of Your People to Work for Customer Centricity appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

CEM 114

CEM Customer-Centric Organization Social Media Customer Experience 114

ClearAction

FEBRUARY 7, 2016

Customer Experience Management Using Social Media BKM: Wells Fargo. Customer Experience Social Media Conversations BKM: Dell. The Art of Listening, to Improve Customer Experience article. Please Give Us a Highly Satisfied Rating article. Customer Experience Data: Untapped Gold Mines BKM: Cisco.

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

Lumoa

FEBRUARY 9, 2023

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer. Social Media You might be wondering why social media is on the list. It’s simple.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Beyond Philosophy

OCTOBER 3, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$ Union Street Guest House Commits The Worst Social Media Blunder EVER! I am sure you’ll have a great time! If you would like to follow Beyond Philosophy click here.

CEM 154

CEM Sports Social Media Customer Loyalty 154

SurveySensum

APRIL 21, 2023

It’s a customer experience management (CEM) platform that helps businesses enhance their customer experience and drive growth. Best Features: Multi-Channel Feedback Collection: Medallia enables users to collect input from email, social media, web, in-app, messaging, and other connected devices. Request a Demo 11.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

Social Media 92

Social Media Engineering Sales CX 92

ClearAction

AUGUST 24, 2008

This approach to VOC and CEM has certainly been eye-opening! Related articles: Customer Experience Social Media Conversations. They’re at the heart of our thinking. Heck, I can hardly write a sentence that sidesteps a metaphor. Does your company tap into a wealth of insights via metaphors?

Customer Experience 87

Customer Experience CEM Voice of the Customer VOC 87

Beyond Philosophy

JUNE 11, 2015

Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums. And, none of this has helped the airline industry’s image and reputation.

Retail 109

Retail Customer Loyalty Social Media Sales 109

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do? social media You might be wondering why social media is on the list.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Do you love CEM as much as we do? social media You might be wondering why social media is on the list.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Intercom

JULY 26, 2022

Customer experience management (CXM or CEM) refers to the strategies by which a company improves the customer experience. . Examples include web and mobile applications, platforms, social channels, and any other digitally-connected interfaces, such as voice-activated or IoT devices. What is customer experience management?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

PeopleMetrics

MARCH 1, 2018

"Moments of truth" are those touchpoints where if you don't do them well, the customer is not only never coming back, but they’re probably going on TripAdvisor or some other social media site, writing about their negative experience, and letting the world know about it. This is not good. How does this tie back to predicting revenue?

CX 97

CX CEM Finance Touchpoint 97

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices.

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery.

Retail 160

Retail Customer Satisfaction Customer Loyalty Net Promoter Score 160

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gaming 106

Gaming Retail Net Promoter Score Social Media 106

Beyond Philosophy

JUNE 2, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate.

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. This could mean calling to listen to the customer’s story, sending an email or handwritten thank you note, or even reaching out on social media. You are actively listening to your customers and have an impressive 20% survey response rate. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

SurveySensum

JANUARY 27, 2022

A customer experience software or customer experience management software (CEM) helps you manage your organization’s interactions with your current and potential customers efficiently. With CX software, you can easily gather feedback and manage your presence across multiple channels like in-app, email, social media, website, etc.

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Non-Profits 84

Non-Profits Retail Entertainment Sales 84

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Contact the author, Lynn Hunsaker , to find out how to customize these insights to your situation.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Beyond Philosophy

JUNE 4, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept.

Touchpoint 144

Touchpoint Sports Net Promoter Score Customer Relationship 144

Beyond Philosophy

JUNE 4, 2015

Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too.

E-commerce 141

E-commerce Sports Retail Omnichannel 141

Beyond Philosophy

DECEMBER 23, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 102

B2C B2B Entertainment Customer Acquisition 102