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A Service Organization's Survival Guide
TO Win Customers for Life
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The economic crisis is a rude awakening call for all of us. But life goes on and we have to pick ourselves up - both from the business and personal fronts. From the business perspective, there is no better time then now to return... Full
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Use Customer Experience to Build Brands
Ipod. Red Bull. Zara. Starbucks.
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Now, tell me do you remember a Microsoft advertising campaign? Probably not. Ok, try this one: an Ipod advertising campaign. No? Ok, maybe hi-tech isn't a good example. Let's try other markets. Starbucks advertising campaigns, anyone... Full
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CEM for FMCG: P&G vs Unilever
Experience Management as Peril and Possibility
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The challenge for producers of fast moving consumer goods has never been greater. Conceiving well-differentiated products, manufacturing them with global supply chains, helping to merchandise and support ... Full
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Segment Your Customers to Deliver a Branded Experience
Figuring out Who your Own Business's Target Customers
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Figuring out who your own business's target customers are is the first - and probably the most important - decision in you'll have in managing the customer experience. Harrah's casino discovered that its high-value... Full
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A Case Study on City'super vs China Resources Vanguard (CRV)
Effective Customer Experience At Retail Touch-point
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City'super is a high-end supermarket chain in Hong Kong. Younger than its rivals in the business, and with a new concept of making "grocery shopping" into an exciting and enjoyable experience, City'super's primary target customers ... Full
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H&M vs Marks and Spencer (M&S)
A Comparison on their In-store Shopping Experience
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H&M is one of the largest European fashion retailers. Originated from Sweden, they are a pioneer of "fast fashion". Their clothing represents fashion, quality, and affordable price. Their target customer is the group of fashionable and trendy... Full
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Deliver More With Less
The Winning Strategy In A Down Economy
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Every time I queue in the long lines at the IKEA check-out counter, I swear I won't go back. But, over twenty years, I have gone back again and again. My largest share of 'coffee wallet' goes to Starbucks... Full
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CEM for Luxury
How to Ride High in a Recession
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Luxury brands surveyed by the International Council of Shopping Centers reported an average 10.9 percent decline in September same store sales and the misery continues with the British luxury brand Mulberry... Full
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What Will Happen To Luxury Companies In A Downturn Economy?
Predictions In The Next Eighteen Months
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In the current economic crisis, and with increased consolidation in the luxury industry, high-end luxury companies are facing tough choices. Competition is higher than ever and capital is harder to come by... Full
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How B2B Companies can Use Social Media to Enhance the Customer Experience
B2B Customer Experience Management
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Participation in social media can bring great rewards for organisations of all sizes. Forward-thinking B2B companies are now actively using new web tools to make contact with their customers. This article shows how social media... Full
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Preparing the EMERGENCY ROOM
for the Global Financial Meltdown
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Many business professionals have long predicted a bursting economic bubble; not because we (and in particular, I mean "I") have carried out a scientific study with quantitative scientific results. but simply because history shows... Full
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Wake up Call for B2B
Get Digital, Get Social or Get Lost
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On November 17 2008, Baidu.com's share price dropped 25% after Chinese Central Television (CCTV) reported that Baidu, which initiates over 70% of the Internet searches in China, was accepting payments to show up in the top... Full
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What Will Make You Buy? The Car or The Dealer?
Shop with me and I'll tell you...
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My family and I are in the process of relocating from Dubai (our home for the last four years), to Ireland (our native land). My wife led the "scouting" mission back to Ireland with three reluctant, nervous children as her battle-hardened troops... Full
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Internal CEM pledge before getting customer satisfaction
Rule of Thumb for Automobile Companies
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An automobile company will certainly approach Customer Experience Management (CEM) differently than a cosmetics company would in developing their retention and value growth strategies... Full
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The auto industry drives customer experience to a new emotive level
CEM at Auto
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Almost two thirds (62%) of China's auto owners are the first person in their family to have ever owned a car. Out of the 20% of urban Chinese consumers who plan to buy a car in the next 12 months, 71% will buy one for the first time... Full
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