Experience Investigators

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. Without action , customer experience becomes a nice platitude, but not a path to greater success. That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

PeopleMetrics

MARCH 10, 2015

The key is to see the forest for the trees, and to remember your ultimate goals of customer acquisition and retention. Don’t get so lost in process that you lose sight of what the customer wants or feels. Improving customer experience will involve constant listening to your customers, and adjusting to their evolving needs.

Customer Experience 109

Customer Experience Retail Customer Acquisition Start-ups 109

SugarCRM

JUNE 16, 2021

Branding mindfulness : It may seem small but branding consistency helps to solidify your customer perception during interactions. Brands that have a consistent image are perceived as more together by customers. Metrics matter : Customer experience management is mostly based on customer feedback.

Customer Service 26

Customer Service Customer Experience Predictive Analytics Customer Acquisition 26

SurveySensum

MAY 19, 2023

Referrals : Loyal customers, and promoters, are more likely to recommend the bank to their peers or friends. Therefore, this is a cost-effective strategy to acquire new customers. Feedback and Improvement: Loyal customers tend to provide more actionable feedback. When Should You Launch Your NPS Surveys in Banks?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Qualtrics

APRIL 22, 2019

D&B’s VP of Customer Insights, Rachel Richter, spoke at the X4 Summit in Salt Lake City, and explained how the company was making data more usable for its sales teams. D&B’s insights team set out to do 3 things to support customer acquisition and retention: Create a customer feedback lifecycle.

Sales 34

Sales Customer Experience Predictive Analytics Customer Acquisition 34