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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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Global Consumers Seeking Medical Tourism Experience
A Unique Segment To Catch
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The concept of relationship marketing has been around for more than a decade in Asia but it is only in recent years that we see the healthcare industry coming onboard. Increased consumer awareness, knowledge and empowerment had wrestled much control from the supply side... Full
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Retail Medical Clinics
New Customers, New Experiences
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The retail medical clinic movement is actually a renaissance of an earlier development in the late 1970s and early 1980s. Entrepreneurs created clinics staffed by employed physicians to offer convenient, walk-in care in... Full
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Social Networks for Health
CRM can learn from Health 2.0
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Diabetes is an epidemic in India and China. In 2006 and 2007 I was in discussion with Johnson and Johnson?s CRM strategists for their medical devices for diabetes patients in these countries, each with over 1 billion people, of whom... 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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Most Companies Are Efficiency-Driven
Dell Is Not Alone
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Is your company delivering an effective customer experience? Most companies aren't. They are using the conventional approaches that result in ignoring the emotions of the customer. The approaches, driven by efficiency... Full
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B2B CEM
How does it differ from the B2C World
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Customer Experience management in the B2B world is definitely more challenging than the B2C counterpart but, it must be said, that the strategically well designed, B2B customer experience management program can... Full
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Customer Experience Management - The Call Centre "MythBuster"
How to Improve Customer Experience Management at Call Centre
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The Call Centre industry is surrounded by myth. Myths, like urban legends, are often created by lack of understanding or fear of the unknown. Call Centre myths, thankfully, do not involve mysterious creatures like the... Full
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Loyalize Your Financial Services Customers
By Improving Service at Crucial Customer Interactions
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Managing customer experience in Financial Services means more than just fulfilling customer expectations at each point of bilateral contact. What does the customer really value once a financial contract is being negotiated... Full
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Most Call Centers Are Too Efficient To Be Effective
What is the Perfect Support Call Experience
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From the customer's point of view, what is the perfect support call experience? When I'm the customer, I believe my call should be picked up by a customer service representative - yes, a human being, not interactive voice response(IVR)... Full
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Consolidating Customer Touch Point for a Branded Customer Experience
CEM in Telecom
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Dialog Telekom PLC is Sri Lanka's flagship telecommunications service provider, which operates Dialog GSM - the country's largest mobile network. A subsidiary of the Axiata Group Berhad (formerly TM International), Dialog is... Full
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