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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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Have You Had A Customer Experience Today?
Focused on the Customers' Interactions
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I have been thinking very hard about Customer Experiences since I began to write this article. This morning, I woke up and thought about experiencing my sheets more fully before I got out of bed. Then I tried hard to experience... Full
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Managing the Total Customer Experience
The Time and Space Dimensions of CEM
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What CEM often fails to do is to understand, plan, manage and evaluate the full extent of the customer experience. While it is certainly easier and cheaper to manage only the most obvious and immediate aspects in CEM... Full
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CEO is the New Black?
There is an Intrinsic Duality within CEO
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Back before the dot.bomb and during the heyday of all things "e," I had a lot of fun with those in the business who opined that "CRM is dead, long live eCRM." My point was simple: the channel is not the design point, the CUSTOMER... Full
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Defining CEM
CEM is about Perception, Process and Brand
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Life is about experiences - personal or social, leisure or business. Think about the way you live, love, work and play, from daily routines to critical life-and-death issues; like it or not, you have to walk through them... Full
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Measuring the Impact of the Internet on Customer Relationships
Website Impact on Brand Value
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The Internet has become a vital channel of customer communication. The usefulness and convenience of a company website and the care with which online communication are managed are critical to building a brand and... Full
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Planning to Become Customer-centric
Alignment of Capability Management
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In my experience working with organisations both large and small across the planet, the words: planning and customer-centric seldom appear in the same paragraph, let alone in the same sentence. It's as if being customer-centric is... Full
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One Cup of Coffee, 20 Experiences
Take a Tip from Starbucks
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Until recently, I was not a coffee lover. In that way, I'm not very different from others in mainland China. China has a deep-rooted tea culture, and a few years back, no one would have foreseen a demand for paying $3 to $5... Full
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CRM Is Not CRM in China
Five Challenges for the Industry in 2006 and Beyond
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It is always interesting to compare CRM in Greater China and CRM in the United States. The main differences are the quality of data-or lack thereof; the differences in uniform prosperity; and even the way CRM is viewed... Full
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