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CEM Capabilities |
Your website might be your most important touch point with your customers.
Contact centers are finally being recognized for their essential role in generating revenue, retaining customers and building customer loyalty and brand equity.
Companies improving customer experience are finding that traditional KPI targets are not sufficient.
The three statements above are paraphrased from the three articles that make up this edition of the Effective Experience Newsletter. They point to the growing need for a more mathematical approach to managing the softer side of the business. Sound like an oxymoron? Not at all.
The Internet has given us more measurability than ever. As a result, organizations are starting to expect more accountability from all of sides of the business, including customer service. All of our activities must eventually tie to revenue.
These three articles will help you make those connections by showing the importance and measurability of properly managed customer experience.
To make customers feel desired and respected, one must focus on measuring customer communication outcomes rather than merely the communications themselves. The number of clicks and calls is immaterial. The number of customers who are advocates is crucial.
Jim Sterne
GCCRM International Partner (US)
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Online CEM Capabilities
Six Key Areas to Focus
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Your website might be the most important touch point with your customers. They may forgive an unsuccessful visit to your stop if you are out of stock. They might forget an unfulfilling call to your contact center. They might even look the other way if your sales...full story |
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Customer Experience Management
Moving from Strategy to Practice
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A great deal has been written about customer experience management (CEM) during the past couple of years. There is no doubt that CEM is a great concept that can translate into an effective strategy. It is also clear that CEM is a business strategy that must be enabled...full story |
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Evidence-Based Customer Experience Maturity -- EBCEM
Begin Your Journey to Achieving Purposeful Profitable Objectives
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When you tell your children what to do, they generally obey because you say "I am the parent, I know what's best" But parents are not always right. When managing customer experience face to face in the Retail and Hospitality industry, by phone or email in Contact centers and Call Centers...full story |
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CEM Professional Certificate Program
July 23-24 in Singapore, Designed by 15 GCCRM International Parnters, endorsed by 9 leading authorities. This 2-day course applies CEM essentials, strategies and methodologies and provides attendees a framework and tools for designing their best customer experience.
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