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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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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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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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Getting in Shape for the Year of the Pig
Annual Plans to Fulfil Dreams
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This is the time of year when health-club memberships soar. Following the New Year celebrations unfit, over-weight business executives determine that they are going to shed the excess pounds from eating too many Moon Cakes... 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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Hiring to Your Brand
Why Your Recruiting Methods Should Be As Unique As Your Brand
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When Hollywood directors cast a superstar they count on two things, box office draw and the professional actors ability to act, by which I mean the ability to stop being Philip Seymour Hoffman, Charlize Theron or Jim Carey... Full
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The Customers' Benchmark
What Is It That Customers' Value Most?
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Ask a consultant how to improve your "customer experience" and words of wisdom will flow. Ask them what customers' want and the answer may be less forthcoming. We all talk endlessly about providing customer value... Full
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Emotional Metrics
The Time Has Come
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Sometimes I am truly amazed at the CRM industry and its decidedly unemotional approach a.k.a. operational approach to customer behavior(s). Even though, theoretically, we've overcome the cliché of "CRM The Technology" there is... Full
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Segmentation is the Key to Customer Psychology
Truly Make the Customer the CRM Design Point
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Product placement! Lifestyle marketing! Integrated promotions! It seems that everywhere you look these days some marketer is trying to get you to buy a product by appealing to your psyche rather than explicitly advertising it... Full
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Voice of the Customer
The Oxygen of Business Success
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Embedding VOC in all elements of a business; research and development, sales and marketing, manufacture and distribution is the surest way of guaranteeing sustainable success. Without it an organisation will always be... Full
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What is VOC?
Is VOC Different from CEM? How Does It Relate to Six Sigma?
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Over the last ten years, the meaning and usage of VOC - Voice of Customer - have evolved from narrow and specific to general and broad. At the same time, the phrase has been co-opted by new factions and imbued with new... Full
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