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| Defining
CEM |
| Dear sam, |
CEM is
about Brand. Only when you're branded, you could
differentiate. Only when you're differentiated, you
could have loyalty. There are three elements required
for branded customer experience: the peak & end
(most memorable) experiences, brand values and consumer
needs. To optimize the branded experience, you have to
deliver your most unique brand values and meet (exceed)
the most critical needs and expectations of your target
customers by peak & end experiences.
The
challenge of customer service nowadays is good service
is not enough, you need differentiated (branded)
service. The experience - based differentiation allows
you to control the definition of good experience or
service, direct and educate the expectations of your
target customers. You define your own standards. You
create your own blue ocean with unique branded customer
experience. You escape from the red ocean of trying to
please your customers with the standards being set and
manipulated by others. Then you can improve brand equity
(values of your brand) and customer equity (values out
of each customer).
Read my full article and
download the 42-page white paper "Defining CEM" written
by 12 global gurus. Click
here.
Sampson Lee
President, GCCRM
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In my experience working with
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Practices in Customer Analytics in the Insurance
Sector
Convert Customer Data to
Knowledge |
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The ability to convert customer data to
knowledge to create, capture and compound competitive
advantage. The value of knowledge that can be created
from customer analytics has never been greater in the
insurance sector. Do this better... full
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GCCRM
Evaluation Guide 2006 - User
Perspective
China Europe International Business
School (CEIBS) |
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The China Europe International Business
School (CEIBS) is a non-profit organization jointly
established by the Chinese government and the European
Union in November, 1994 to develop internationally
oriented... full
story |
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Discover
The Wall Street Journal Asia
Now Fully Integrated with
WSJ.com |
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For nearly three decades, The Wall Street
Journal Asia has been a pioneer in providing unique,
relevant and in-depth business intelligence in the
region. Subscribe now and you can get 20 additional
issues and a nice free gift!... full
story |
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