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Top : Customer Experience Management: It's a newer term. What does it mean? Is it something different and important? Find out more about the customer experience and how to manage it.
Articles:
How to turn customer love into money | smith co - by Shaun SmithWe consult with many leading brands on the customer experience and find that one of the first things we have to do is to convince them that their investment will be returned. The question is how can you do this when customer behaviour lags the change in performance? This is not a new issue as the Peppers and Rogers Group quote, above, found.""In response to this need, we recently developed a tool that can help you convince your board of the value of customer experience management. (Added: 15-Mar-2011 Hits: 185 )
Customer Experience Management - By Design - by na
Customer Experience Management (CEM) is one of those business terms bandied about, but what is Customer Experience Management? Search the web and you'll find "the process of strategically managing a customer's entire experience with a product or a company" (Customer Experience Management, Schmitt, 2003, p. 17) The root of the term probably lies in the 1999 book, The Experience Economy, by Joseph Pine II and James H. Gilmore (They also wrote a synopsis of their book for a Harvard Business Review article in 1998.) The concept -- and creation of it. Basically, CEM has become the child of a thousand mothers. "Notice the lack of "service" in the first definition, yet the "experiences" one has with a company are heavily derived from the service the company provides, building on the core product -- comprising the so-called product-service bundle. These services could include order and fulfillment, installation, customer usage support, remedial or problem-solving services. Another type of service interaction is a "service recovery experience" that is put into effect when the primary experiences fail in the eyes of the customer. (Added: 31-Dec-2010 Hits: 354 )
The Rise of Social Customer Experience Management: Three Lessons Learned for Success | CustomerThink - by Shaun Smith
Social Customer Experience Management (CEM) can be defined as the "Business strategy for intentionally using social media to engage with customers and deliver an experience that builds brand loyalty." There is research to show that in doing so organisations drive up revenues and profits. A 2009 "engagement" study by Altimeter Group and Wetpaint found that "companies that are both deeply and widely engaged in social media surpass their peers in terms of both revenue and profit performance by a significant difference." Now the data does not prove a causal relationship; merely that those brands that engage the most with customers also happen to be more financially successful, but you don't need to be a rocket scientist to understand that when you are more engaged with customers they are likely to be more engaged with you. (Added: 23-Aug-2011 Hits: 106 )
Eight Steps to Superior Customer Experiences | RightNow - by na
The eight steps to superior customer experiences are based on more than ten years of experience with thousands of clients. (Added: 6-Sep-2010 Hits: 570 )
25 Customer Experience Statistics For 2011 (And Beyond!) | The Social Customer - by Andy Hanselman
We're in changing times, and these statistics and trends about customers, their expectations and their reactions to good and bad service highlight and reinforce this. What do they mean for you? More importantly, what do you need to do in 2011 (and beyond?). (Added: 31-Dec-2010 Hits: 558 )
Putting The Experience In Customer Experience - by Maria Ogneva
There's been a lot of talk lately about Social CRM,CEM (customer relationship management) and other M's. I think M, which stands for management, is a bit of a misnomer, because we aren't really managing our customers as much as we are collaborating with them, peer-to-peer, shoulder-to-shoulder vs. the top-down and inside-out approach of yesteyear: management decides what the product will be, marketing decides how to market and message, and then the product and its marketing gets shoved into the customer's face as-is. But I digress... The point I was making is not that I have an issue with certain terms -- after all, it doesn't matter what you call something as long as you do it -- the point I was making was that you shouldn't focus on the management as much as you should focus on the experience. (Added: 23-Dec-2010 Hits: 366 )
Does CEM Need a Technology Platform? | CustomerThink - by Bob Thompson
Does customer experience management (CEM) need to move to rely on technology platforms? Thats the question addressed in this article (Added: 13-May-2011 Hits: 195 )
HauteLook Implements RightNow To Empower Shoppers In Multi-Channel Buying Experience - by Alicia Fiorletta
Retailers need to keep up with the multi-channel needs of today's shoppers by providing personalized and engaging experiences. Flash sale retailer HauteLook has partnered with RightNow to amp up its customer experience by implementing the cloud-based RightNow CX suite. (Added: 27-Jul-2011 Hits: 92 )
Customer experience management: a revolutionary approach to connecting with Customers - by Bernd Schmitt
Recommended excerpt from a quite interesting book on customer service and customer experience management by Bernd Schmitt (Added: 22-Jan-2011 Hits: 286 )
Three Things You Can Do Today to Get Ahead of Your Competition - by Bill Quiseng
It will not be the one big thing you do that will "wow" your customers. It will be the 1001 little things that will make the big difference. Here are just three that can set you above your competition. (Added: 23-Aug-2011 Hits: 126 )
Manage Buyer Experience Expectations - by Lynn Hunsaker
One of the most powerful ways to keep your customers talking to you is to show that you really read and digest their feedback, and show that you have followed their advice in making improvements. At Motorola, Boeing, and Applied Materials, the Vice President of Customer Experience posts online the results of their latest feedback from customers, as well as what they're doing to address that feedback. (Added: 26-Dec-2010 Hits: 327 )
Customer Experience Marketing: The Value-Strategy Scorecard - by Dale Wolf
Your list of customer promises will be added to the Value-Strategy Scorecard - a tool for evaluating how well you line up with customer expectations, and where you want to refine your marketing strategies. The Value-Strategy Scorecard illustration below defines what a particular strategy looks like from the customer%u2019s point of view. Have a panel of [...] (Added: 15-Mar-2011 Hits: 162 )
Customer Experience Management is Uncommon Sense - by Lynn Hunsaker
"Just talk to your customers" was the resounding answer to: "What's the best way to learn best practices for customer experience management?" -- a question I posted on several business-focused social media sites. Yet less than 60% of companies have a formal voice of the customer program.[1] Why? Because we often assume we already know what customers think, or what they "should" think. Somehow it seems straightforward to cater to whoever is enabling our paycheck -- everyone knows it's foolish to do otherwise. In reality, though, this catering may be uncommon sense: have we forgotten that it's actually customers -- not supervisors or the stock market -- that enable our paychecks? Maybe you're thinking "Of course we remember it's all about the customer!" But how can that be true when only 31% of companies say they have a high commitment to customer listening?[2] As a result, typically one-fifth as many customers will say you're customer-centric, compared to the number you may expect.[3] (Added: 21-Dec-2010 Hits: 327 )
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