Blog, CEM and Customer Retention

CEMs vs. CRMs (And Why You Need Both)

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

CEM Customer Relationship Management Customer Relationships Customer Experience Management

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

MARCH 12, 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: How to Design Human Centered Experiences. Customers are Irrational: Stop Fighting It.

CEM

CEM Customer Centricity Customer Experience Management Customer Retention

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 Marketing CEM Social Media

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

Beyond Philosophy

NOVEMBER 6, 2014

Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. What’s your Customer Strategy for your Customer Experience? Putting the Power of Your People To Work for Customer Centricity.

Net Promoter Score

Net Promoter Score Customer Centricity CEM Social Media

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score

Net Promoter Score ROI Customer Experience 2014

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

MARCH 16, 2015

Customers deserve better. 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: Why Publicity Stunts Aren’t Always Great for Customer Experience.

2015

2015 CEM 2002 Books

Why Most Customer Experience Programs Fail

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” In time, I’m sure you will uncover the “Aha!

Customer Experience

Customer Experience Net Promoter Score Customer Centricity CEM

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

As long as your philosophy is rooted in the transactional goals of your company and not on the emotional experience you provide your Customer, you will continue to lack a Customer-focus in your organization. If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong.

Net Promoter Score

Net Promoter Score Customer Experience CEM Customer Centricity

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. View our books on Customer Experience here.

Airlines

Airlines Net Promoter Score Transportation CEM

How to Get People to Do What You Want

Beyond Philosophy

JANUARY 23, 2015

If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. How to Make or Break Your Customer Experience. 5 Ways to Make a Great Impression on Your New Customer. Read more about the book and register for the webinar, here.

CEM

CEM Books Webinar Leadership

What Can We Learn from Restaurants and Casinos?

Beyond Philosophy

FEBRUARY 24, 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: Tricks or Treasure? Please click here to learn more. An Inside Look at the Casino Experience.

CEM

CEM Books Social Media Customer Experience Management

Subconscious Clues That Call People to Action

Beyond Philosophy

FEBRUARY 3, 2015

By helping position the choice for your customer, you can help them take action that drives them toward an experience outcome that leaves them happy and pleased. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Contentverve.com. 25 March 2013.

CEM

CEM 2004 Books Retail

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? If you enjoyed this post, you might be interested in the following blogs: Small Talk and Trust Is Trust Really an Emotion?

CEM

CEM Loyalty Blog Books

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.

Customer Experience

Customer Experience Net Promoter Score CEM Customer Centricity

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? If you enjoyed this post, you might be interested in the following blogs: Small Talk and Trust. Which ones do poorly?

Net Promoter Score

Net Promoter Score CEM Books Customer Retention

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. Disappointment is also not welcome at any time but especially not at Christmas.

CEM

CEM Books Social Media Customer Centricity

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. I’d be interested to hear your insight in the comments below.

Net Promoter Score

Net Promoter Score Customer Centricity Social Media CEM

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. Learn more about personalized marketing in Personalized Marketing: The Ulitmate Guide to WOW Your Prospects and Customers.

Definition

Definition Net Promoter Score Customer Experience B2C

3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

JULY 14, 2015

There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided. I wrote a blog a while back about some friends who only called me when they wanted something.

Customer Relationships

Customer Relationships Net Promoter Score Customer Centricity Webinar

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Do you love CEM as much as we do?

Net Promoter Score

Net Promoter Score Customer Experience CEM B2C

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

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. 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.

ROI

ROI Net Promoter Score CEM 2014

The Problem with Self Service

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Control Your Self-Service Customer Experience.

White Paper

White Paper 2014 2015 2012

What is the purpose of customer experience management?

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. What is the purpose of customer experience management? Customer experience. Why should you think about implementing customer experience management measures, and how can you track all the data needed to develop practices that will improve the journey of your customers? Natalia Barszcz. August 17, 2021.

Customer Experience Management

Customer Experience Management CEM Customer Experience Management

How To Evolve Your Customer Engagement Practices To Improve CX, Agent Satisfaction, and Revenue

Bold360

AUGUST 18, 2020

COVID-19 and today’s almost fully remote workforce have forced many organizations into “scramble mode” as they’ve rapidly adopted digital-first approaches to employee and customer experience (EX and CX). When it comes to scaling and flexing customer engagement in times of uncertainty, some organizations have proved more prepared than others.

Customer Engagement

Customer Engagement CEM Engagement Multi-Channel

The Role of CX in a Sales Culture

Beyond Philosophy

AUGUST 4, 2015

If you enjoyed this post, you might be interested in the following blogs: 5 Reasons Your KPIs are Hurting Your Customer Experience. CEO’s Advice for the Customer Experience Champion’s Role. Top 10 Reasons Why Emotions Are Being Ignored in Business.

Culture

Culture Sales Net Promoter Score Customer Centricity

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

MAY 12, 2015

If you enjoyed this post, you might be interested in the following blogs: White Lab Coat Moments: How the Subconscious Interprets Your Suit’s Appearance in a Professional Context. Is our gut instinct a valid resource for making decisions? I’d be interested to hear your opinions in the comments below.

2002

2002 Books Events Reference

Building Loyalty Doesn’t Need a Card

Beyond Philosophy

APRIL 30, 2015

So now what do we do to build Customer Loyalty? According to the Econsultancy blog, we should give them plenty of experiential rewards. Loyalty Programs Disappoint Customers. Brands that can create a reward experience that is experiential will experience the Customer loyalty rewards programs are meant to create.

Loyalty

Loyalty Rewards Programs Loyalty Programs 2010

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. We brought the industry’s first customer engagement hub to market.

2015

2015 Multi-Channel 2014 CEM

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial

Financial White Paper Books Airlines

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. The function now exists in companies as varied as Dunkin’ Brands, USAA, Philips Electronics, FedEx, The Cleveland Clinic, Allstate, and SAP.

Chief Customer Officer

Chief Customer Officer Customer Centricity Consulting Loyalty

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Do you love CEM as much as we do?

Definition

Definition Net Promoter Score Customer Experience CEM

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

JULY 5, 2015

Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer Centricity

Customer Centricity Banking Airlines Customers

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

JUNE 11, 2015

His full descriptions can be seen in this blog: [link]. The intent, as in most of gamification, is to stimulate and involve the customer. And, at the same time, the vendor develops valuable data and insights about customer interests, setting the stage for future product development, targeted communication, and service decisions.

Loyalty Programs

Loyalty Programs Loyalty Consumers Retail

The Role of a Customer Experience Manager: Exploring the Power of CX

SurveySparrow

JUNE 30, 2023

Have you ever wondered who plans the seamless and enjoyable experiences that you have as a customer? Here comes the customer experience manager —a talented individual who turns interactions into priceless memories. These are the results of meticulous planning and execution by customer experience managers (CEMs).

Customer Experience Management

Customer Experience Management Customer Experience Net Promoter Score Management

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

JUNE 20, 2015

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.) Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. The first, a B2C example, involves a major player in the cable television industry.

B2C

B2C Metrics B2B Competitive Advantage

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

JUNE 1, 2015

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

Loyalty Programs

Loyalty Programs Loyalty Airlines Hotels

6 Steps to a Great Apology

Beyond Philosophy

MARCH 10, 2015

Honesty is the best policy, and the only policy that gives you a chance for Customer retention. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake? Please click here to learn more.

CEM

CEM Books Customer Retention Customer Experience Management

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 Banking

CEMs vs. CRMs (And Why You Need Both)

Are you Irrational: 7 Questions to See If You Are Irrational?

Trending Sources

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

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

5 Facts to End the ROI Debate on Customer Experience

7 Signs of Decline for the CX Movement in 2015

Why Most Customer Experience Programs Fail

5 Reasons Your KPIs Are Hurting Your Customer Experience

3 Examples of Change for the Better in Airlines

How to Get People to Do What You Want

What Can We Learn from Restaurants and Casinos?

Subconscious Clues That Call People to Action

4 Ways to Gain Customers’ Trust in Data Security

How to Make or Break Your Customer Experience

4 Ways to Gain Customers’ Trust in Data Security

Don’t Disappoint your Customers this Holiday Season

eBay & PayPal’s Split is Good for Customers

A to Z Guide to Customer Experience Definitions and Terms (Updated)

3 Ways to Tell if Your Customer Relationship is All About You

Customer Experience Strategy: An A to Z Glossary

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

The Problem with Self Service

What is the purpose of customer experience management?

How To Evolve Your Customer Engagement Practices To Improve CX, Agent Satisfaction, and Revenue

The Role of CX in a Sales Culture

Why Gut Decisions Are Sometimes Wrong

Building Loyalty Doesn’t Need a Card

2015 Temkin Group CX Vendor Excellence Award Winners

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

A to Z Guide to Customer Experience Definitions and Terms

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

The Role of a Customer Experience Manager: Exploring the Power of CX

When B2B and B2C Key Performance Metrics Flatline….

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

6 Steps to a Great Apology

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

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