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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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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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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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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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A New World of Service
Customer Care Online
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Configuring products, tracking open orders, and solving problems online have become the norm. Companies must provide a minimum of electronic services just to stay even with the competition. However, the Internet makes... Full
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The Impact of Search Marketing in China
On Culture, Brand & Customer Experience
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Let me start this article with some questions: How many people have used a search engine? How often each week? How many of you in China knew what a search engine was 5 years ago? According to the latest statistics... Full
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Effective CEM in the Holiday Season
Seven Guidelines for Getting It Right
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At this time of year in much of the world, consumers are scouring websites looking for holiday gifts. The Internet offers consumers unprecedented speed in moving from "store window" to "store window" as they shop... Full
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CEM Process
Step by Step into CEM
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Today we all are talking about a new paradigm - CEM - that emphasizes emotions, feelings, sentiments, passions and experiences that we hardly heard of when we used to work around CRM principles. The community is coming... Full
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Customer Experience Management +
Ensuring Your Brand Thrives
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What do Harley-Davidson and The Banyan Tree Hotels and Resorts have in common? They are in very different sectors and each of these brands has a unique approach to attracting and retaining enthusiastic customers yet they... Full
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Customer Experience Friendly Process Design
Rational VS. Emotional Customer Experience
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Process mapping and design developed out of the basic need to make operations more efficient and there are well defined guidelines to do this. While efficiency can be interpreted as good for the customer, in it usual guise... Full
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Customer Experience Process
Achieving the "Ongoing Movie" View
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The Customer Experience has been the subject of many articles of late, and most emphasize the importance of understanding the customer perception of your company whether you do business via storefront, call center or both... Full
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