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Flying Butlers, Goggles and a Story of Personalized Flight Service
A Dream to Come True
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Is it possible to be astounded by the personalized service you get from an airline? Read this story. I have always liked the shop online for the best priced flight. Part of this is because I just prefer to go on a website... Full
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Delta's Inflight Survey
Good Idea, Failed Execution
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On December 27, returning from a trip to Antarctica, I flew on Delta airlines flight 110 from Buenos Aires to Atlanta. Check-in at the airport went smoothly, thanks to Delta's courteous and efficient ground crew there... Full
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CEM @ Airlines
Strategic Changes of the Rules of the Game and Impact on Customer Experience
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Flying has become a commodity service in the past half-century. Since Lindbergh's atlantic crossing in 1927 it has not only be accessible to the private sector, it has been opened for the start of globalization in... Full
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Managing Your Brand and Social Media with One System
Social Media under One Roof
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I define Brand as a perception - generated by the aggregate customer experiences across all touch-points and covering the entire customer lifecycle. Social media is just one customer-facing touch-point... Full
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Making Social Media Actionable
Social Media in CEM
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Social media is driving unexpected and highly beneficial changes in service and marketing strategies and activities. It?s also playing an essential role in improving the relationship and cooperation between sales... Full
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Keep connected to your customers
Why telco's should differentiate on customer experience
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Mobile telecom operators (telco's) are increasingly important as facilitators of our mobile lives. They connect us with each other but are they themselves connected to their customers? There is overwhelming evidence that they are not... Full
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CEM for Telecommunications
Telcos have a unique advantage over other lifecycle companies
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There is a world of difference between customer experience management in a retail business and a customer lifecycle organisation (telcos, banks, insurance. energy etc). Retail is most often a physical engagement, driven by... Full
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CEM and Retail
The Customer Responds in an Emotional Vertical
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If I could embed video in this article, you'd be seeing a commercial for the all-purpose retail chain Target. It goes something like this: "It began with a dress, then it led to a date, no first we kissed, then... Full
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Impact of the "Human Factor" in Retail CEM
How It works for Digital Retail, Multi-channel Retail and Traditional Retail
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What is more important in Retail CEM - being a reference for sophisticated customer-centric processes and technology, or offering a sound customer experience via trained professionals? As usual, the answer is "it depends"... Full
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Social Media Under One Roof
Integrate Social Media with Total Customer Experience Model
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This document "Social Media under One Roof: Integrate Social Media with the TCE Model" is composed of nine sections. Three sections are written by me, and experts in each specific domain contributed... Full
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CEM in the Government sector...
Be prepared for a marathon, it is not a sprint
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What is your experience of government? Is this familiar when you travel? "you wait in line at least twenty minutes?pushing and shoving... staff... unhappy... people miss their flights". If you travel by air, then standing in... Full
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Customer Experience "Eruption" - A New Phase for Airlines
A real case on Ryanair, Aer Lingus and Emirates
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I was halfway through the 1-hour journey to the airport when my mobile phone sprang to life with the reception of the dreaded, but half-expected, SMS from Aer Lingus: "We regret"... blah blah blah... Full
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Customer Driven Hospitality
How to turn "your" hotel into "my" hotel and profit from that
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There is nothing like home. However, in some instances, a hotel service can offer you much more than the one you get at home: bigger beds, bigger bathrooms, better cleaning even better food. But is this "gbetter than home" ... Full
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Customer Experience Management Has Just Gone Overboard
Call a Therapist!
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Just when you were getting comfortable with search marketing, multivariate landing page testing, website navigation, content management, conversion optimization, feedback management and so much more, your attention is being dramatically... Full
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Escape from FarmVille
What Real-world Businesses Can Learn from It
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Farmer or hired hand? Entrepreneur or slave? Not sure. Every morning I tend my crops. My purple squash are blooming luxuriantly. My tall stalks of golden wheat sway gently. My peanuts are just sprouting, and my pumpkins are... Full
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