Metrics of customer experience

Are you looking for success in customer experience? Don’t bother asking your customers what’s important.

23 Feb , 2017
Geschreven door: Zanna

Latent needs make or break customer perception While studies concerning the role of our subconscious do not entirely concur, they all quote an influencing factor between 75 percent and 95 percent.  Given the magnitude of that role, why do the vast majority of surveys aimed at improving customer experience explicitly ask customers what matters to […]

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CRM versus CEM versus CCM

15 Oct , 2015
Geschreven door: Zanna

While I was designing the post-bachelor Customer Experience Management course recently, I received feedback from one of the market reviewers: make sure your students clearly understand the difference between CRM (customer relationship management), CEM (customer experience management) and CCM (contact center management). That sounded like a nice challenge to me, and a relevant comment, so […]

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What purpose does customer experience management really serve?

12 Oct , 2015
Geschreven door: Zanna

Back in 1989, my hero Frederick F. Reichheld was busy proving that loyal customers and loyal employees can be translated into cold hard dollars. He not only considered research in which customers simply indicated their intention to be loyal, but also showed that organizations who focus on loyal customers and loyal employees demonstrate enormous differences […]

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