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Customer Experience Management +
Ensuring Your Brand Thrives
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What do Harley-Davidson and The Banyan Tree Hotels and Resorts have in common? They are in very different sectors and each of these brands has a unique approach to attracting and retaining enthusiastic customers yet they... Full
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Customer Experience Friendly Process Design
Rational VS. Emotional Customer Experience
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Process mapping and design developed out of the basic need to make operations more efficient and there are well defined guidelines to do this. While efficiency can be interpreted as good for the customer, in it usual guise... Full
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Customer Experience Process
Achieving the "Ongoing Movie" View
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The Customer Experience has been the subject of many articles of late, and most emphasize the importance of understanding the customer perception of your company whether you do business via storefront, call center or both... Full
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"Detail, Detail and Detail"
The Key to a CEM Thinking Process
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One of the key reasons customers will return to buy from a particular brand is its customer experience. It is more important to pay attention in detailing out various customer needs and build a service experience that is memorable... Full
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The Customers' Benchmark
What Is It That Customers' Value Most?
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Ask a consultant how to improve your "customer experience" and words of wisdom will flow. Ask them what customers' want and the answer may be less forthcoming. We all talk endlessly about providing customer value... Full
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Emotional Metrics
The Time Has Come
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Sometimes I am truly amazed at the CRM industry and its decidedly unemotional approach a.k.a. operational approach to customer behavior(s). Even though, theoretically, we've overcome the clich??¨?? of "CRM The Technology" there is... Full
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Segmentation is the Key to Customer Psychology
Truly Make the Customer the CRM Design Point
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Product placement! Lifestyle marketing! Integrated promotions! It seems that everywhere you look these days some marketer is trying to get you to buy a product by appealing to your psyche rather than explicitly advertising it... Full
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CEM Strategy
A CEM Strategy Starts with a Customer Strategy
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In the United States, some US based car companies have begun to emphasize manufacturing Sports Utility Vehicles (SUVs), in part because they represent higher-margin sales. But a customer strategy also involves defining... Full
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Uncommon Practice
Creating Strategies with Differentiation
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I was speaking at a large Customer Service Management conference. Senior executives from Disney, Southwest Airlines and Ritz-Carlton gave presentations and the audience were clearly enthralled with how these... Full
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Jump-starting the Customer Experience Strategy
Outside-in VS. Inside-out
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An interesting paradox is that Naive and low Transactional companies absolutely need the outside in approach but are more likely to rely solely on an inside-out approach. These companies are likely to see their revenues fluctuate... Full
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WOM a CEM Strategy
Building Superior Customer Experience
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I was at a conference room at Connecticut. An irritated man loudly grumbled something like, "No wi-fi in a convention place like this! Not a good way to build a connection to a business customer. They need to get a clue."... Full
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Voice of the Customer
The Oxygen of Business Success
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Embedding VOC in all elements of a business; research and development, sales and marketing, manufacture and distribution is the surest way of guaranteeing sustainable success. Without it an organisation will always be... Full
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What is VOC?
Is VOC Different from CEM? How Does It Relate to Six Sigma?
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Over the last ten years, the meaning and usage of VOC - Voice of Customer - have evolved from narrow and specific to general and broad. At the same time, the phrase has been co-opted by new factions and imbued with new... Full
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Harnessing Neuro-Linguistic Programming (NLP) to Listen to the Voice of Customers
How It Works in a Call Center Touchpoint
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There are many concepts and subconcepts within Neuro-Lingustic Programming philosophies. NLP does, however, put processes around some things that we already know - it is possible to build customer rapport and thereby delivery... Full
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Coke or Pepsi?
The Voice of the Brain
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Personally, I prefer drinking Coke to drinking Pepsi. Whenever I am given a choice, whether in a restaurant, on a plane, or in a convenience store, I will choose Coke. Why? I think it's because I like the taste - it's not as sweet as Pepsi... Full
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