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Let Your Customer Manage Your Company CEM
The Power of Marcom
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Seeing a traveler walking down the road, they decided to settle the issue by trying to make the traveler take off his coat. The wind went first, but the harder the wind blew, the more closely the traveler wrapped his coat around him... Full
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Delivering Effective Customer Experience -- Louis Vuitton
"Effective Experience" is not equal to "Good Experience"
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Many people are crazy for Louis Vuitton -- a luxury French fashion and leather goods brand. The brand is definitely world famous and is particularly hot in Asia1. When I conduct training and conference in US, Asia and many other countries... Full
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CEM Methodology
An Irony Not Lost on Your Lost Customers
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There is a complete irony in the actual meaning of CEM. It means Customer Experience Management. The irony is that, if you as a practitioner of CEM, actually try to create a methodology that allows you to "manage" customer experiences... Full
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Customer Experience Capability Management
A Roadmap to Form Your Own Model
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Putting Customer Experience into Google generates 132 million hits in just 0.29 seconds! Everyone it seems is talking about the customer experience. However I suspect all those who talk about the customer experience wouldn't agree... Full
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Exposing the Real Customer Experience via Ethnographic Videography
A Different Way to Examine Customer Experience
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To have a great customer experience is a "no-brainer" for most of us. However, figuring out what needs changing is another matter all together. In general the customer experience field has sprung out of the failures of... Full
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The Essential Contact Center
Delivering a World-Class Customer Experience
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Customer Relationship Management (CRM) is an enterprise business strategy designed to improve corporate profitability by building and maintaining better relationships with customers. The fundamental principles behind CRM remain... Full
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The Contact Center
The Voice of the Business, the Heart of the Business
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Business Week named the "Customer Service Elite" in March 2007 and the most interesting news was the stumble of Jet Blue, which had earned 4th place in the ranking until the ice storm which caused it to cancel more than 1000 flights... Full
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Customer Experience in The Call Center
A Fantasy Notion or An Achievable Reality?
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Having witnessed hundreds of call centers in 17 years in the industry, I get great joy from seeing the fantastic success stories. I am truly saddened, however, by the fact that call centers and contact centers are often the prime... Full
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China in the Customer Management Groove
My Personal Experience for China Customer Management Forum
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Based on the case studies presented at the conference, and discussions with the delegates, my sense is that Chinese managers have moved past the CRM-as-magic-technology-pill phase faster than their American counterparts... Full
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CEM Technology
Automating the Customer Experience Process
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We are living in exciting times for CEM. The benefits of gathering customer feedback and using it to improve the quality of customer experiences are becoming widely appreciated, while at the same, CEM technology is greatly... Full
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Raising the Bar of Retailing in Singapore
Singapore Perspective
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Having planted a strong foothold of our airline, airport, shipping port, financial infrastructure and governance among others on the world's map, Singapore is slowly but surely working on her retail scene. Comprising about 20,200 establishments... Full
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Text-messaging and Vending Machine as Touch-point Retail Tools
South Korea Perspective
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While staying in South Korea doing my consulting work and teaching in a local university in the area of one-to-one marketing, I got to know of an excellent touch-point retail tool - "text-messaging" or some will called it "SMS"... Full
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CSL Vs Hutchison - How CEM is Applied on the Retail Touch-point
Hong Kong Perspective
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Anne was a customer of CSL mobile company. She was using CSL blackberry with data and voice services in the same sim card over one and a half year. Recently, she intended to buy a new mobile phone and she had done a lot of researches... Full
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Customer Experience Management
The Vital People Factor
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People are at the heart of Customer Experience. If we aim to deliver an experience, it is people as employees who create it. It is people as customers who must experience it and if they appreciate it, they will want your business... Full
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Customer-to-Customer Interactions
Forgotten Factor in CEM
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When the first wave of investments of Customer Relationship Management (CRM) technologies resulted in massive failure, Gartner estimated the failure at 50% while Meta Group estimated it at 70%, businesses learned that... Full
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