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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.

Customer Experience is part of Business Exchange, suggested by Michael Satterwhite. This topic contains 2,724 news and 3,039 blog items. Read updated news, blogs, and resources about Customer Experience. Find user-submitted articles and reactions on Customer Experience from like-minded professionals.

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The most active stories in this topic based on user activity.

American Airlines Fails In Service Recoverymore

Yesterday was a real “fun” day. When I arrived at the San Francisco airport at noon for my 1:40 flight, I was informed...

Rupert Murdoch gets the Internet… really, he doesmore

My BFF Rupert Murdoch* has been taking some hits lately about him wanting to block Google from indexing his sites and...

Are You Wasting Your Online Sales Potential?more

eCommerce businesses and online sales channels of traditional retailers are on the rise, with a growth rate almost 6...

Why Getting Rejected is So Great for Relationshipsmore

The software industry is faced with a challenge common to other industries; too many good ideas, and not enough time...

Participate In Forrester’s Q4 2009 Customer Experience Surveymore

Forrester's annual survey on customer experience strategy and spending.

MLC | You Aren’t As Unique As You May Thinkmore

Unique benefits are key to driving greater loyalty with the customer experience. The problem: we're not as unique as...

Adding to Seth Godin's Thoughts on the Pros of Slowmore

Seth Godin's latest post argues the merit of going slow in marketing and product development, but there are other...

Close the Gap between Customer Promise and Customer Experiencemore

MLC | Collaborate with Customer Support to Build Conversation Musclemore

Marketers with high confidence in their social media approach are three times as likely to have customer support...

16 Voice Of The Customer Recommendationsmore

I recently published a report called Sixteen Voice Of The Customer Recommendations. To uncover this advice, I analyzed...

Too Big to Manage = Too Big to Succeed!more

MIT’s Sloan Management Review Julian Birkinshaw and Suzanne Heywood miss an opportunity at a fun knock-out title, so...

Customers Are Evil « Pivot Point Solutionsmore

If you read this article (Top 10 Lies Customers Tell Sales Reps), you might wonder how customers can be so evil.

How unified communications can improve the contact centremore

Unified communications (UC) is currently one of the most hyped subjects in the contact centre space, and if you believe...

World Usability Day Shoutout To 25 Firmsmore

In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer...

It’s World Usability Day! « Customer Experience Mattersmore

Welcome to World Usability Day (WUD) 2009. This year’s theme is Designing For A Sustainable World. Sounds like a great...

Nexidia Launches First Real-time Speech Analyticsmore

All of a sudden speech analytics has become a very hot topic (See: “Does Your Customer Voice Matter”) (http://www.

10 Small Businesses That Surprise and Profit from Itmore

The founder of Standout Jobs writes that surprise is an underused element in business. Read a list of 10 small...

Apollo Astronauts and Outsourcingmore

I’ve spent a fair amount of time writing about costs and people lately and a quotation attributed to Alan Shepard (the...

The 8 Signs Of Executive Commitmentmore

I’ve been helping several executive teams chart their customer experience journeys. The work typically centers around...

Six things to banish from your contact centremore

A lot of things in contact centres have outlived their ’sell-by dates’. Richard Snow takes us through his wish list of...

CallTower Offers Unified Communications in the Cloudmore

It is often said that a company stands or falls on the quality of its communications. This can range from its ability...

Marketing Leadership Council | Deliver Unique Benefits and Customers W...more

High-preference B2B companies are building greater loyalty by identifying sources of value that competitors can't...

Infuse Emotion Into Experience Designmore

The Web is becoming an increasingly important channel for companies, yet online experiences leave a lot to be desired.

NICE’s First Annual Benchmark of Contact Center Business and Technolog...more

ICE’s First Annual Benchmark of Contact Center Business and Technology Trends Highlights Top Investment Priorities:...

Exterminate Bad Experiences RightNowmore

At its user conference in Colorado Springs, RightNow Technologies announced a new mission: To rid the world of bad...

Topic Feed: Most active content in Customer Experience

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

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Jobs in this Topic

Medical Sales Account Manager Avery Dennison | Painesville, OH
Posted: Nov 17
Senior User Experience Designer Deluxe | Shoreview, MN
Posted: Oct 21
Director of Pharmacy - Hospital Experience Sun Coast Hospital | Largo, FL
Posted: Sep 22
Administrator Assistant-experience in LTC Genesis Healthcare | Andover, MA
Posted: Sep 22
Director, Web Customer Experience Marketing Business Services Company | New York, NY
Posted: Oct 26

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