Feb 9, 2010

About Us
TCE Evaluation
CEM Certification
e-Workshop
Latest Events
Latest Download
Annual Awards
Annual Forum
Global Advisors
Resources
Articles & Cases
Contact Us
Search Article
Free Newsletter

Global Customer Experience Management Certification Program
March 17-18, 2010 in Paris
Global CEM Certification Program is designed and co-delivered by 15 G-CEM International Partners from North America, Europe and Asia. Endorsed by 9 leading authorities from different continents, the program has... full story
2010 [Effective Experience Framework 2.0]
From VOC, Branded Experience Strategy, Touch-point Management, to CEM Execution
Nowadays, the challenge of customer experience management is that delivering a good experience is not good enough. You need to deliver an effective experience. Only when you're delivering effective experience, can you survive, grow, and... full story
Starbucks: The Modern Globalization Imperative
Be very local and very global
Lately Starbucks has been faltering. It expanded too fast, many say And its brand has stumbled. It lacks focus, and some consumers have rejected it outright. They aren't clear any more about whether the company is about coffee, or music, or adult shakes... full story
The Constituent Engages
CEM and The Government
There is no government in the world that hasn't heard this constant refrain over the last 20 years: you have to regain citizen trust. Note here, I said "regain" not "gain". Citizen trust in many countries has been... full story
Trust and Government
The role of social networks in Gov 2.0
Around Chinese New Year 2007, my esteemed CRMGuru colleague, Paul Greenberg (best selling author of the textbook: CRM at the Speed of Light) and I were speaking with the heads of eGov for every agency... full story
CEM in Automotive
Moments Of Truth @ Experience in Practice
Do you want a zero-defect product? Ten out of ten customers will definitely answer with a big 'YES'. That's why the Six Sigma Methodology is so well received in manufacturing sectors and vital in quality control management... full story
Automotive: The Perfect Market for "Lifetime Value-driven" Marketing
CEM in Automotive
A famous Italian football coach had a rule who he taught to all his players: "Rule Number 1: don't lose". He obviously cared about the goals his team scored, but got ballistic when they do any defense blunders. Why... full story
©2001-2010 G-CEM. All rights reserved. See Privacy & Copyright Notice.  Contact Us