Experience Investigators

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? CEM is no different, but tracking metrics alone is not a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

JULY 17, 2023

Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Nike also took this strategy seriously and created a community among sneakerheads and sports enthusiasts.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Decathlon, a renowned sporting goods retailer, excels in this area. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase. Nike also took this strategy seriously and created a community among sneakerheads and sports enthusiasts.

Retail 52

Retail Customer Experience Sports Touchpoint 52

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Matt Dixon, Keynote Speaker and Author, Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group @matthewxdixon | blog “I see the end of the traditional customer survey as we know it.

CX 129

CX Customer Experience Education Machine Learning 129

Comm100

SEPTEMBER 7, 2017

If a customer didn’t know what to order, I would use my knowledge of our menu items and the customer’s needs (I would ask them what they were in the mood for) in order to make a satisfactory recommendation. It shows what exactly they are committing to bringing to the team, and delivering to your customers.

Sports 46

Sports Customer Service Start-ups Construction 46

Lumoa

OCTOBER 31, 2018

Three words: voice of customer. With any changes and enhancement to the product or service, it’s critical to keep a finger on the pulse of the customer. Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64