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Global Customer Experience Management Certification Program
March 17-18, 2010 in Paris
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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
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2010 [Effective Experience Framework 2.0]
From VOC, Branded Experience Strategy, Touch-point Management, to CEM Execution
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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
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Starbucks: The Modern Globalization Imperative
Be very local and very global
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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
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The Constituent Engages
CEM and The Government
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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
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Trust and Government
The role of social networks in Gov 2.0
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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
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CEM in Automotive
Moments Of Truth @ Experience in Practice
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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
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Automotive: The Perfect Market for "Lifetime Value-driven" Marketing
CEM in Automotive
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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
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