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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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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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Contact Center Speech Enters the World Market
Speech Analytics ROI
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Speech analytics, also known as audio mining, is an emerging application that is capturing the attention of enterprises and their contact centers around the world because of its ability to structure conversations and find hidden insights... 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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Raising the Bar of Retailing in Singapore
Singapore Perspective
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Having planted a strong foothold of our airline, airport, shipping port, financial infrastructure and governance among others on the world's map, Singapore is slowly but surely working on her retail scene. Comprising about 20,200 establishments... Full
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Text-messaging and Vending Machine as Touch-point Retail Tools
South Korea Perspective
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While staying in South Korea doing my consulting work and teaching in a local university in the area of one-to-one marketing, I got to know of an excellent touch-point retail tool - "text-messaging" or some will called it "SMS"... 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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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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Coke or Pepsi?
The Voice of the Brain
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Personally, I prefer drinking Coke to drinking Pepsi. Whenever I am given a choice, whether in a restaurant, on a plane, or in a convenience store, I will choose Coke. Why? I think it's because I like the taste - it's not as sweet as Pepsi... Full
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CEO is the New Black?
There is an Intrinsic Duality within CEO
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Back before the dot.bomb and during the heyday of all things "e," I had a lot of fun with those in the business who opined that "CRM is dead, long live eCRM." My point was simple: the channel is not the design point, the CUSTOMER... Full
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