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10 Lessons in Customer Satisfaction, Loyalty, and Feedback
Listen with Care, Interpret with Accuracy
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From 1992 to 2009, I ran online survey software and research companies Decisive Technology (now part of Google) and CustomerSat (now part of MarketTools). Decisive was the first software company... full
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Voice Of Customer (VOC)
How Can It Be Implemented at your Contact Centre
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"Voice of the customer" means different things to different people. For some, it is the process of carrying out customer surveys and resolving areas of dissatisfaction. For others, it is a series of processes to capture multichannel... full
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Global Customer Experience Management Certification Program
March 17-18, 2010 in Paris
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Global CEM Certification Program is designed and co-delivered by 15 G-CEM International Partners from North America, Europe and Asia. Endorsed by 9 leading authorities from different continents, the program has... full
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2010 [Effective Experience Framework 2.0]
From VOC, Branded Experience Strategy, Touch-point Management, to CEM Execution
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Nowadays, the challenge of customer experience management is that delivering a good experience is not good enough. You need to deliver an effective experience. Only when you're delivering effective experience, can you survive, grow, and... full
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Starbucks: The Modern Globalization Imperative
Be very local and very global
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Lately Starbucks has been faltering. It expanded too fast, many say And its brand has stumbled. It lacks focus, and some consumers have rejected it outright. They aren't clear any more about whether the company is about coffee, or music, or adult shakes... full
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