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Customer Experience Management Has Just Gone Overboard
Call a Therapist!
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Just when you were getting comfortable with search marketing, multivariate landing page testing, website navigation, content management, conversion optimization, feedback management and so much more, your attention is being dramatically... Full
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Escape from FarmVille
What Real-world Businesses Can Learn from It
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Farmer or hired hand? Entrepreneur or slave? Not sure. Every morning I tend my crops. My purple squash are blooming luxuriantly. My tall stalks of golden wheat sway gently. My peanuts are just sprouting, and my pumpkins are... Full
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Bold Brands
How to be Brave in Business and Win
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Bold is an attitude of mind, but it's measured by how you behave. As we emerge from the recession it is becoming evident that those brands that have stayed true to their purpose and focused... Full
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Implementing CEM to Achieve Results
With Research Findings in Polish Market
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This article will share some of the experience we have gained in Smith+co working with leading brands around the world to actually implement CEM to achieve significant results and the research we have conducted... Full
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CEM Implementation
Let Emotions and Human Touch Take the Lead
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When it comes to managing customer experience the majority of companies hire expensive consultants to receive advice on implementing an effective CEM methodology in their business environment... Full
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Not the Same Old Touch-point Management
Online Touch-point Management is a Whole New Ball Game
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We know that one bad experience can ruin your whole outlook on an experience. The hostess may have been gracious, the interior divine, the meal spectacular and it all would have been perfect had you not had to wait thirty minutes for... Full
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Voice Self-Service is Key to Achieving Enterprises and Contact Center 2010 Goals
How IVR can play a role in touch-point management
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A Q3 2009 survey asked 107 enterprise, contact center and IT executives and decision-makers from around the globe to identify their top goals and priorities for 2010. Surprisingly voice self-service solutions... Full
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Apple: Probably the most leading Branded Customer Experience Company
What lessons you can learn from it
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What is a computer that you actually look at? What is a computer store where you feel at home and almost computer savvy? What is a cellphone people look at when you handle it? What is a MP3 player you proudly buy... Full
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The Branded Experience
Magic Castles, Paris Hotels, and the Huge Success of Pinches and Swipes
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Someone once complained that Disney's theme park experience wasn't authentic, it was manufactured. The person complaining was from Amsterdam which is one of the must manufactured geographies in the world... Full
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Advocacy - Yes! Satisfaction - No!
Loyalty - Sure
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With all the conversations, debates and arguments going on about the nature of the new social customer and what that means for companies - especially around adoption of the rapid growth of the newly minted "Social CRM"... Full
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Social CRM - Managing the Relationship of a Social Customer
How does it affect customer satisfaction and loyalty
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Just when you thought you have mastered the concept of CRM and CEM, here comes another wave of fanciful marketing terminologies: Social CRM, Social Media, Social Networking Sites, Social Technologies, and Social Customer. There are many definitions when you Google it... Full
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The role of Customer Loyalty
In Public Sector Service Delivery
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With unprecedented pressure on public finances in the United Kingdom, government agencies are having to work harder than ever to make less go further. For many organisations, sadly, the only practical... Full
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Voice Of Customer (VOC)
How Can It Be Implemented at your Contact Centre
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"Voice of the customer" means different things to different people. For some, it is the process of carrying out customer surveys and resolving areas of dissatisfaction. For others, it is a series of processes to capture multichannel... 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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