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Telecommunications Engages Its Customers
A Few Do It Well, The Rest...?
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In early 2008, IBM released a study of 250 telecommunications executives that showed that 60 percent of them believed that if they improved their customer experience across all channels, including online and retail operations... Full
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Customer Retention is a Priority for Mobile Phone Providers
CEM in Telecom
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A fundamental truth in the business world is that competitors are always looking to steal your customers, and many customers are on the lookout for a better deal. Customer attrition rates range from 7% annually ... Full
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Customer Experience Management in Telecoms
A Demand Economy Makes Customer Experience A Potential Differentiator
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As I write this article the world is being pounded by falling share prices, failing banks and a fast approaching global recession. As a result our economic platform is decidedly fragile. Telecomms companies ... Full
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G-CEM Announces Corporate Rebranding
Customer Experience Management (CEM) Service Provider Launches New Look
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September 11, 2008 G-CEM, a Customer Experience Management (CEM) service provider, today announced the completion of its corporate rebranding efforts; including update of its flagship website: www.g-cem.org... Full
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CEM and Buying Behavior
Tracking "why customers buy" by behavioral data
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In 1999, Paco Underhill published a book called "Why We Buy." It contains the results of watching hundreds of shoppers purposefully wandering through American malls and stores. They didn't interview the shoppers, but spied on them to catalog over 900 aspects of... Full
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Customer Experience, Word of Mouth & Buying Behavior
The Cause-and-effect Relationship between the Three
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In Relationship Marketing, the ideal outcomes any organizations can hope for are achievement of sales performance, continuity of the customer's patronage, his/her loyalty and advocacy. To be successful in your CRM strategy to acquire... Full
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Customer Experience Management in Social Marketing
How it Works in Health Management
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The almost universal application of customer experience management (CEM) aims to improve marketing success in attracting, developing, and retaining customers. The more and more profitable customers that can be acquired... Full
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Financial Services and Customer Experience
A New Frontier for Management
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Banks and insurance companies globally are among the most product-centric organizations in business. They're not terribly good about building brands, nor have they been good at building long-term relationships with their customers... Full
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Customer Experience Influenced Risk Tolerance
20 Emotions that Create and Destroy Value for Businesses
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In customer experience management (CEM), one fundamental truth is that the customer experience is made up of two halves: rational and emotional. In financial services, one fundamental reality is that... Full
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Are Chinese Customers Truly Loyal to Their Banks?
Research Findings on Chinese Consumers Usage Behavior
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Consumers in China are much more sophisticated and knowledgeable than a decade ago with their enhanced exposure to the rest of the world via internet or travel.Coupled with the prosperous Chinese economy in the last few years... Full
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Strategy
Brands that I Love to Hate
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There are some brands that I hate: Brands like Ryan Air, IKEA and Capital One. Yet I admire them for their singularity of purpose, clarity of vision and superior returns.I hate Ryan Air because it provides generally miserable... Full
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CEM and Branding
Conoco's Leadership in CEM
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From a management analyst's point of view, customer experience management (CEM) is the next evolution of customer relationship management (CRM), the latter being a well-tested and generally well-understood enterprise initiative... Full
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Online CEM Capabilities
Six Key Areas to Focus
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Your website might be the most important touch point with your customers. They may forgive an unsuccessful visit to your stop if you are out of stock. They might forget an unfulfilling call to your contact center... Full
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Customer Experience Management
Moving from Strategy to Practice
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A great deal has been written about customer experience management (CEM) during the past couple of years. There is no doubt that CEM is a great concept that can translate into an effective strategy. It is also clear that CEM... Full
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Evidence-Based Customer Experience Maturity -- EBCEM
Begin Your Journey to Achieving Purposeful Profitable Objectives
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When you tell your children what to do, they generally obey because you say "I am the parent, I know what's best" But parents are not always right. When managing customer experience face to face in the Retail and Hospitality industry... Full
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