accountYesterday was a real “fun” day. When I arrived at the San Francisco airport at noon for my 1:40 flight, I was informed...
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CUSTOMER EXPERIENCE
Customer experience management (CEM) is the collective, interactive, and continuous management of business factors that determine success or failure with customers. These factors include company organization, operations, procedures, and communication. Customer experience affects sales, brand valuation, loyalty, services, and design of any company, in any industry, that sells either product or services to customers.
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Read updated news, blogs, and resources about Customer Experience. Find user-submitted articles and reactions on Customer Experience from
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My BFF Rupert Murdoch* has been taking some hits lately about him wanting to block Google from indexing his sites and...
eCommerce businesses and online sales channels of traditional retailers are on the rise, with a growth rate almost 6...
The software industry is faced with a challenge common to other industries; too many good ideas, and not enough time...
Forrester's annual survey on customer experience strategy and spending.
Unique benefits are key to driving greater loyalty with the customer experience. The problem: we're not as unique as...
Seth Godin's latest post argues the merit of going slow in marketing and product development, but there are other...
Marketers with high confidence in their social media approach are three times as likely to have customer support...
I recently published a report called Sixteen Voice Of The Customer Recommendations. To uncover this advice, I analyzed...
MIT’s Sloan Management Review Julian Birkinshaw and Suzanne Heywood miss an opportunity at a fun knock-out title, so...
If you read this article (Top 10 Lies Customers Tell Sales Reps), you might wonder how customers can be so evil.
Unified communications (UC) is currently one of the most hyped subjects in the contact centre space, and if you believe...
In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer...
Welcome to World Usability Day (WUD) 2009. This year’s theme is Designing For A Sustainable World. Sounds like a great...
All of a sudden speech analytics has become a very hot topic (See: “Does Your Customer Voice Matter”) (http://www.
The founder of Standout Jobs writes that surprise is an underused element in business. Read a list of 10 small...
I’ve spent a fair amount of time writing about costs and people lately and a quotation attributed to Alan Shepard (the...
I’ve been helping several executive teams chart their customer experience journeys. The work typically centers around...
A lot of things in contact centres have outlived their ’sell-by dates’. Richard Snow takes us through his wish list of...
It is often said that a company stands or falls on the quality of its communications. This can range from its ability...
High-preference B2B companies are building greater loyalty by identifying sources of value that competitors can't...
The Web is becoming an increasingly important channel for companies, yet online experiences leave a lot to be desired.
ICE’s First Annual Benchmark of Contact Center Business and Technology Trends Highlights Top Investment Priorities:...
At its user conference in Colorado Springs, RightNow Technologies announced a new mission: To rid the world of bad...
Top Sources: Customer Experience
- A Consuming Experience (full feed)
- customermanagementiq.com
- experiencematters.wordpress.com
- Forrester
- customer-experience-labs.com
- amazingserviceguy.com
- mashable.com
- amazingserviceguy.com
- customers1st.blogspot.com
- experienceintelligence.blogspot.com
