Customer Think

MAY 8, 2023

Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks. Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC).

Data Mining 78

Data Mining CXM VOC Education 78

Beyond Philosophy

OCTOBER 14, 2014

At the same time that concerns about the safety of our data exist, we see great new applications of data mining that make our lives better. Netflix and Amazon continue to perfect their suggestions to suit the interests and previous selections by their customer, creating value to their loyal customers.

Net Promoter Score 102

Net Promoter Score Data Mining CEM Customer Retention 102

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Lynn Hunsaker.

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Lynn Hunsaker.

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

ClearAction

JUNE 25, 2023

My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate. Artificial intelligence (AI) is a top topic in customer experience management. Ask the customer’s way, and report the manager’s way.

Artificial Intelligence 62

Artificial Intelligence CX CXM Data Mining 62

CX Journey

JULY 25, 2014

So, What’s a Customer Experience Management Team to Do? Specialties include VoC architecture, journey mapping, developing linkages to business performance, reduction of customer defection, results analysis and communication, with expert survey design skills. Ouch again.

VOC 61

VOC Net Promoter Score CX NPS 61