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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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I Love Amsterdam;
Mainland Chinese Love Hong Kong
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Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles - touch-point experiences - to win and to lose. 'I amsterdam' is the name of the official English-language... Full
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Paris 2011:
The New Total Customer Experience (TCE)
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Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet-managing your brand equals managing the TCE. Many teenage girls dream of visiting Paris and this summer... Full
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Lufthansa and Total Customer Experience (TCE)
When are the Start and the End?
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The personal experience of Silvana Buljan (G-CEM International Partner - Spain) and her two daughters on Lufthansa, highlights an intriguing topic - when does the total customer experience start and end and how can TCE be... Full
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KLM (Air France) and the Static TCE (Total Customer Experience) Model
Relations between Touch-point Experience and Respective Channels
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Annemiek van Moorst (G-CEM International Partner - The Netherlands) and her partner were most concerned with the local newspaper, Italian bread, and an unpleasant odor on a KLM flight. These were the deliverables of different... Full
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American Airlines and the Dynamic TCE (Total Customer Experience)
The Third Dimensions - Importance Levels - On Top of Touch-point Experiences Model
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Surprisingly, it is the lounge experience that has driven John Chisholm (G-CEM International Partner - United States) to fly again and again with American Airlines for 25 years. When we add the importance levels... Full
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Tactics for Helping Telecom Providers Deliver an Outstanding Customer Experience
CEM @ Telecom
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Service and support from telecom and mobile providers descended to an almost epically poor low during the 2007/2008 time frame, both inside and outside of North America. Wireless vendors had... Full
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"Hello, can you hear me?"
A Call for Superior Customer Experience in Telecoms
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Comedian Lily Tomlin's satirical representation of a telephone operated name Ernestine comes to mind when I think of some of my own experiences with telecommunication companies. In an appearance in Saturday... Full
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How to become a trusted bank or insurance company
Why financials should differentiate on customer experience
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The financial crisis did not only shake the worlds' economy but it reinforced already strong feelings of mistrust and disgust among the customers of the financial service providers. In order to regain trust... Full
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Will Social Media Change the Banking Experience?
The Nature of Trust, and Customer Experience Management
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Consumer perceptions of the banking industry have shifted from being a stalwart institution backed by the government to a fee-hungry, profit-driven, risky sector more eager to "monetize the customer" than... Full
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