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A Case Study on City'super vs China Resources Vanguard (CRV)
Effective Customer Experience At Retail Touch-point
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City'super is a high-end supermarket chain in Hong Kong. Younger than its rivals in the business, and with a new concept of making "grocery shopping" into an exciting and enjoyable experience, City'super's primary target customers ... Full
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H&M vs Marks and Spencer (M&S)
A Comparison on their In-store Shopping Experience
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H&M is one of the largest European fashion retailers. Originated from Sweden, they are a pioneer of "fast fashion". Their clothing represents fashion, quality, and affordable price. Their target customer is the group of fashionable and trendy... Full
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Deliver More With Less
The Winning Strategy In A Down Economy
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Every time I queue in the long lines at the IKEA check-out counter, I swear I won't go back. But, over twenty years, I have gone back again and again. My largest share of 'coffee wallet' goes to Starbucks... Full
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CEM for Luxury
How to Ride High in a Recession
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Luxury brands surveyed by the International Council of Shopping Centers reported an average 10.9 percent decline in September same store sales and the misery continues with the British luxury brand Mulberry... Full
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What Will Happen To Luxury Companies In A Downturn Economy?
Predictions In The Next Eighteen Months
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In the current economic crisis, and with increased consolidation in the luxury industry, high-end luxury companies are facing tough choices. Competition is higher than ever and capital is harder to come by... Full
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How B2B Companies can Use Social Media to Enhance the Customer Experience
B2B Customer Experience Management
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Participation in social media can bring great rewards for organisations of all sizes. Forward-thinking B2B companies are now actively using new web tools to make contact with their customers. This article shows how social media... Full
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Preparing the EMERGENCY ROOM
for the Global Financial Meltdown
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Many business professionals have long predicted a bursting economic bubble; not because we (and in particular, I mean "I") have carried out a scientific study with quantitative scientific results. but simply because history shows... Full
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Wake up Call for B2B
Get Digital, Get Social or Get Lost
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On November 17 2008, Baidu.com's share price dropped 25% after Chinese Central Television (CCTV) reported that Baidu, which initiates over 70% of the Internet searches in China, was accepting payments to show up in the top... Full
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What Will Make You Buy? The Car or The Dealer?
Shop with me and I'll tell you...
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My family and I are in the process of relocating from Dubai (our home for the last four years), to Ireland (our native land). My wife led the "scouting" mission back to Ireland with three reluctant, nervous children as her battle-hardened troops... Full
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Internal CEM pledge before getting customer satisfaction
Rule of Thumb for Automobile Companies
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An automobile company will certainly approach Customer Experience Management (CEM) differently than a cosmetics company would in developing their retention and value growth strategies... Full
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The auto industry drives customer experience to a new emotive level
CEM at Auto
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Almost two thirds (62%) of China's auto owners are the first person in their family to have ever owned a car. Out of the 20% of urban Chinese consumers who plan to buy a car in the next 12 months, 71% will buy one for the first time... Full
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Telecommunications Engages Its Customers
A Few Do It Well, The Rest...?
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In early 2008, IBM released a study of 250 telecommunications executives that showed that 60 percent of them believed that if they improved their customer experience across all channels, including online and retail operations... Full
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Customer Retention is a Priority for Mobile Phone Providers
CEM in Telecom
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A fundamental truth in the business world is that competitors are always looking to steal your customers, and many customers are on the lookout for a better deal. Customer attrition rates range from 7% annually ... Full
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Customer Experience Management in Telecoms
A Demand Economy Makes Customer Experience A Potential Differentiator
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As I write this article the world is being pounded by falling share prices, failing banks and a fast approaching global recession. As a result our economic platform is decidedly fragile. Telecomms companies ... Full
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G-CEM Announces Corporate Rebranding
Customer Experience Management (CEM) Service Provider Launches New Look
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September 11, 2008 G-CEM, a Customer Experience Management (CEM) service provider, today announced the completion of its corporate rebranding efforts; including update of its flagship website: www.g-cem.org... Full
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