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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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CEM and Branding
Conoco's Leadership in CEM
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From a management analyst's point of view, customer experience management (CEM) is the next evolution of customer relationship management (CRM), the latter being a well-tested and generally well-understood enterprise initiative... Full
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The Hottest Touch of All
CEM and the Retail Experience
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In their book, Citizen Marketers, Ben McConnell and Jackie Huba say that when an individual deals with a company, they want to see that company in the relationships they have with employees of that company... Full
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CEM in Higher Education Retailing
Education is Becoming More "Experiential" in Nature
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Recent trends and pressures in higher education are causing colleges and universities to adopt a more retail business oriented approach to managing their campuses. Concurrently, education is becoming more "experiential" in nature... Full
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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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Marcom Touchpoints
Are They Measurable?
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What a prophetic set of thoughts these have proved to be, especially in relation to marketing communications. So let us home in on "advertising" - what appears to be happening and how leading companies are using the challenges to better engage... 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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