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Customer Experience Management In Charity Market
A Case on WWF
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We are all well aware of the economic difficulties that continue creating a challenging environment for charities. In the Europe both economic pressure and diminishing trust lead to less expenditure... Full
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Create and Deliver an Effective Experience @ ACRC
Asia Case Research Centre
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The Asia Case Research Centre (ACRC), affiliated to Faculty of Business and Economics, The University of Hong Kong, is committed to providing business cases to enhance learning and teaching experiences in business study... Full
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Customer-Centricity's Not the Solution;
It's the Problem
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I read a blog post posted by Bob Thompson, CEO of CustomerThink. The subject line is, "Starbucks is customer-centric, because it listened... to ME." To summarize the post in a few sentences - Bob is a regular customer... Full
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Let Your Customers Inspire You!
Four Stages of the Customer-Centric Journey
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Is your company "customer centric?" Of course it is. The term is like motherhood and apple pie-everyone agrees it's a good thing and can claim to be customer centric to some degree. The problem, of course, is that... Full
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Deja vu all over again
The Future of Customer Experience Management is Rooted in Its Past
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What's new in Customer Experience Management? For many firms, figuring out how to use social media as a part of their CEM strategy is the newest issue to tackle. I was recently in a meeting where I experienced... Full
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Customer Voice, Not Customer Noise
Do you really have to listen to your customers?
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Do you really have to listen to your customers? The late Steve Jobs didn't, at least when it came to product features. Repeated pleas for enabling Flash on Apple products have been ignored. Clearly a substantial number of customers... Full
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Voice of the Customer
Health as a Team Sport
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Voice of the Customer is a compass for steering business to success. Jay Topper, Rosetta Stone's Senior Vice President of Customer Success says their Voice of the Customer program is an ongoing process... Full
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Voice of the Customer
What it is, what it isn't and how it works...
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Voice Of the Customer (VOC) methodologies are often equated with customer surveys and survey analysis but this is not just an over-simplification of VOC principles, it is also the primary source of VOC failure. As a business function... Full
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Hard-wiring the Voice of the Customer
VOC is at last starting to come into the mainstream
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In my two previous articles on Voice of the Customer (VOC) for G-CEM, I talked a lot about the theory and background to Voice of the Customer. In 'Oxygen of Business Success' I shared a number of theories... Full
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How Social Media Helps Customers Co-create Products
Social Media and Research & Development
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Co-creation with customers was a regular practice at some companies even before the emergence of social media. Now social media makes it easier and more effective for customers to engage... Full
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Social Media and Sales
Traditional Channels vs Emerging Social Media
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Talk is cheap. You need to turn conversations into actions, not just interactions with your customers and prospects. In this case study, learn how to achieve tangible and more effective sales results by reallocating resources from... Full
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How to Allocate Resources to Various Social Media
A Strategic View
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I will organize the silos into an integrated whole. To look at an organization meaningfully, we must first derive the importance levels of social media on each customer life stage during the entire lifecycle... Full
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Managing Your Brand and Social Media with One System
The Total Customer Experience Model
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I define Brand as a perception--generated by the aggregate customer experiences across all touch-points and covering the entire customer lifecycle. Social media is just one customer-facing touch-point... Full
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Good-Pain and Branded-Pleasure of Paris
Mussels in Paris
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Wouldn't it be wonderful if everyone in Paris spoke English reasonably well? Whenever I visit Paris, I stay in the same hotel. There is a restaurant near the hotel that I never miss - they specialize in mussels... Full
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New York as a Brand:
Great Cities are Great Brands
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Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a bran--a city is a brand. Some places are called "The New York of [insert country]". Some things are done in a "New York style"... Full
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