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A New Name |
Starting from this issue, our monthly newsletter gets a new title: [Effective Experience].
For the past 12 months, our editorial focus is on customer experience management (CEM). We published articles and white papers contributed by CEM experts all-over-the-globe, and we have joined hands with professional associations to conduct customer experience researches on various touch-points: eCommerce, Call Center, In-store (Supermarket) and B2B. A new name for the newsletter may better explain what we preach.
Why [Effective Experience]? No matter how much time and resources you spent on understanding your customers' needs, deriving strategy, enhancing capabilities on people, products, process, technology, and optimizing your touch-point management; the ultimate goal is to deliver an experience which creates positive emotions and memories, and at the same time, deliver your target brand values and satisfy your customers' most critical needs, I call it Effective Experience, so that profitable and loyal relationships could be built.
To kick-off with, we've three articles and one research report for download. The research report is jointly organized by GCCRM and CustomerSat (U.S.) on In-store (Supermarket) customer experience with over 2,000 valid responses collected. Three articles are from GCCRM International Partners: Jim Sterne, Simon Daisley and our Global Advisor, Bruce Culbert.
Enjoy your reading!
Sampson Lee
President,
GCCRM
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The Experience of Communicating
Voice of the Customer
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Humans have an innate need to communicate. From our first cry to our last, dying breath, we struggle to reach out to others and express ourselves. We want to share our opinions, offer our insights, seek help and advice... full story |
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VOC and CEM
The dictionary defines 'to listen' as 'to give attention' |
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In my previous GCCRM article, I wrote of the importance of the 'Voice of the Customer'(VOC) and how embedding VOC in all aspects of a business is a critical success factor in effective Customer Experience Management... full story |
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Experiencing the Customer Experience
Listening to, Learning from and Acting on the Voice of the Customer |
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There's a new three letter acronym making the rounds out there - and it's already getting on my nerves. The acronym? CEM. The term? Customer Experience Management. To be sure, the underlying idea is attractive. There is certainly ... full story |
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