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The Integrated Sensory Experience at Fast Food Restaurants
McDonald vs Burger King
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I remember when I was a kid; during my daily route to school I passed by McDonald's - the tempting smell of French fries seduced me, compelling me to walk into the shop. Thirty-something years later, I still recall my school days and ... Full
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The Hottest Touch of All
CEM and the Retail Experience
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In their book, Citizen Marketers, Ben McConnell and Jackie Huba say that when an individual deals with a company, they want to see that company in the relationships they have with employees of that company... Full
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CEM in Higher Education Retailing
Education is Becoming More "Experiential" in Nature
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Recent trends and pressures in higher education are causing colleges and universities to adopt a more retail business oriented approach to managing their campuses. Concurrently, education is becoming more "experiential" in nature... Full
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CEM Put Upside Down the Strategy-Tactic Couple
Tactic Leads, Strategy Supports
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Next to an advertising budget the size of the GDP of a small developing country, the other thing that really makes marketers excited is using the word "strategy". I suppose the word "strategy" gives marketers that macho feeling... Full
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Customer Experience Management
From Talk to Walk
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Customer experience is rightfully the center of attention at most marketing forums and conferences these days. At the same time, there is too much rhetoric without a lot of substantive action when it comes to fundamentally... Full
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The Best and Worst Customer Experiences at Online Touch-point
A Case Study on Online Ticketing - Broadway vs UA
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This report aims to identify the branded customer experience of Broadway Circuit (BC) and United Artists (UA) delivered through CityLine on online touch point by analyzing their brand values and customer needs/experience... Full
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Call Centers: What's New, What Matters
CEM at Call Centers
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There's no question that call centers are the ugly duckling of marketing. If you're using them to sell, then you can bet they are one of the least welcome expressions of your company, with calls coming at dinnertime with those manipulative scripts... Full
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A Syndicated View for Managing Customer Experience
Does Call Centre equal to Contact Centre?
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Even to this day, as I present at conferences and seminars, I am regularly asked "what is the difference between call centres and contact centres". My answer is usually very simplistic:- "Call Centres handle telephone calls... Full
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Customer Experience Management in Call Centers
what about seeing it with the customer's eyes?
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When it comes to defining CEM in Call Centers, most executives think of achieving a unique customer experience with qualified and friendly personnel, quick access to data, and resource optimization by using new and efficient technologies... Full
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Customer Segmentation Techniques
For the Healthcare Services Industry
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A late entrant to CRM practices, the healthcare and government sectors have in the past 12 months been making waves. Strategy issues such as difficulty in identifying the customers and quantifying the benefits (thus justifying the investment)... Full
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A customer's view of segmentation
A 7-Step Guide for Segmentation Process
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Customers segment themselves and take no notice of how companies segment their market(s). When choosing between competing products and services, customers select the proposition that meets their needs better than any other... Full
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Customer Management Implementation in Ovid Technologies
Starting from an effective customer segmentation
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Ovid Technologies is an internationally recognized leader of electronic medical, scientific, and academic research information solutions. Founded in 1988, Ovid supports the diverse research needs of its 13 million users worldwide... Full
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Consumer Psychs the Business
Let the Customers in Control
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As some of you may know, I teach a lot about CRM, the customer experience, social media, and a myriad of other subjects. In the course of my teaching, I hear a lot of senior executives ask me the following question - "well, that's B2C, what about B2B?"... Full
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Experience is the New Message
Traditional Branding Has Lost Effectiveness
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On the surface, this type of reasoning makes sense. It's the "today challenges require new technology" way of thinking. Yes, in every field it seems almost impossible to do today things with old technology. When a new technology finds application... Full
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Consumer Psychology and Customer Management
Understand and Act On Customer Needs
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Remember the good old days when companies were managed from the top down and people worked normal business hours creating demand through advertising or making products or supporting customers - without talking to each other a lot?... Full
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