Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Companies need to focus on the touchpoints which are most influential. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. This final touchpoint can improve NPS and reduce churn by shifting the customer’s lasting perspective of their overall experience. P.S. What did you think of this blog post? You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

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. We speak, blog, write industry articles, consult with clients and develop methodologies and documentation to improve our client’s VoC/CX practices. We want companies to believe they can be VoC heroes.

2015 97

2015 Multi-Channel 2014 CEM 97

Touchpoint Dashboard

OCTOBER 28, 2016

CX practitioners have hit a crossroad in their CEM strategy. The post The Prioritization Methods to Overcome Journey Mapping Madness appeared first on Touchpoint Dashboard. The post The Prioritization Methods to Overcome Journey Mapping Madness appeared first on Touchpoint Dashboard. Then along comes journey mapping.

CEM 46

CEM Touchpoint Voice of Customer Loyalty 46

SuiteCX

FEBRUARY 18, 2020

Examples of providers in this segment include Touchpoint Dashboard, UX 360 and SuiteCX. The CEM Solution Ecosystem. They still require work with broader BI and analytics engines for score/algorithmic response data and orchestration tools to drive the Micro Campaigns that are outcomes. Toolset Synergies.

CEM 109

CEM Customer Journey Insights 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? Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

Lumoa

APRIL 7, 2022

This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. This is also a beneficial way of utilizing a digital touchpoint because it offers interaction. Looking to Improve Your CEM System?

NPS 78

NPS Net Promoter Score CEM Banking 78

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now? Journey Framework.

Customer Journey Mapping 94

Customer Journey Mapping Customer Journey Workshop Reference 94

SurveySparrow

JUNE 30, 2023

In this blog, we will embark on a fascinating exploration of the customer experience manager’s world, understanding their responsibilities, strategies, and impact. These are the results of meticulous planning and execution by customer experience managers (CEMs). surveys, social media, emails). . #4

Customer Experience Management 52

Customer Experience Management Customer Experience Net Promoter Score Management 52

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!

2017 40

2017 Insurance CEM Customer Centricity 40

Beyond Philosophy

DECEMBER 23, 2015

For many companies, the brand-appropriate customer experience spans across multiple channels and touchpoints, and it can involve internal groups such as IT, sales, marketing, operations, customer support, new product or service development, and product management.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Strativity

JUNE 16, 2015

In the latest CX Pulse study conducted by Strativity Group, responses indicate that, while many of us are creating maps and intend to keep them up-to-date, few actually assign ownership to touchpoints or know how to update the maps over time. . . . . CEM Certification: Australia & New Zealand. Stay Tuned! Expertise: .

2015 40

2015 CEM Customer Journey Mapping Webinar 40

Peter Lavers

AUGUST 2, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Channels being seen as just a cost, leading to companies trying to ‘force’ customers to ‘shift’ to a lower cost channel or outsourcing critical touchpoints off-shore. journey or isn’t managing it well”.

Multi-Channel 40

Multi-Channel Customer Centricity CEM B2C 40

SurveySensum

APRIL 21, 2023

This blog discusses the 15 best Formstack alternatives, examining their features, pros, cons, and pricing to help you choose the right tool for your business. 5) Yes Yes End-to-end customer support (line chat, emails, blogs, etc.). But like every other tool, Formstack has its drawbacks. As a result, users seek alternatives.

Multi-Channel 52

Multi-Channel 2023 Feedback Social Media 52

Smith+co CX

SEPTEMBER 26, 2013

So for all you hoteliers out there, here’s my top ten list of basics that inspired this blog. If you’re struggling to find out what they are, I offer a few tips at the end of this blog. For more on designing your customer experience, take a look at our CEM guide. The hotel guest experience: my top ten irritants….

Hotels 34

Hotels Customer Experience CEM 2011 34

PeopleMetrics

MARCH 26, 2018

Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 85

Touchpoint Feedback CEM 2001 85

PeopleMetrics

AUGUST 31, 2018

Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. CX is holistic and covers a wide number of touchpoints. A complete VoC program includes all touchpoints, including those that are product or digitally oriented. Understand the difference with touchpoint mapping.

CEM 117

CEM Customer Service Touchpoint 2001 117

Beyond Philosophy

SEPTEMBER 9, 2014

This is the first set of data, which represents a touchpoint in the customer experience. < [link] > The post Discovering What Customers Don’t Know Themselves appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Blogs Customer Analysis Customer Experience' 20 August 2014. <

Hotels 161

Hotels 2014 2008 CEM 161

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. Contact Center: an important touchpoint where customers call for more information or assistance. Mapping your touchpoints. Sean holds a Ph.D.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examine the origins and principles of journey mapping, with the follow on blog looking at different elements, approaches and methodologies. my relationship with Tesco supermarkets) or a single touchpoint (e.g.

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

PeopleMetrics

MARCH 1, 2018

You don't know which touchpoints need improvement. Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Churning them.

Measurement 97

Measurement CEM 2001 Touchpoint 97

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. Yes and no).

CEM 120

CEM NPS 2001 Hotels 120

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. P.S. What did you think of this blog post? The single source of truth. Sean holds a Ph.D.

2001 70

2001 CEM Marketing Voice of Customer 70

PeopleMetrics

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Get creative to get people on board.

Communication 54

Communication CEM 2001 Touchpoint 54

PeopleMetrics

JULY 10, 2018

Customer Touchpoints. I refer to these interactions as touchpoints throughout the book. VoC tells you which touchpoints are going well (a hotel’s spa, for example) and which are not (perhaps the hotel’s in-house restaurant or front desk service). Much more to come on touchpoints later. The Benefits of Customer Listening.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). These surveys will also help you ask the right questions for the touchpoints that really matter to your customers and are usually well worth the investment!

Measurement 209

Measurement CEM Telecommunications 2001 209

PeopleMetrics

JULY 23, 2018

At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. P.S. What did you think of this blog post?

Feedback 72

Feedback CEM 2001 Hotels 72