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Move over relationship marketing and CRM! Take a hike Loyalty Rules and The Ultimate Question! CEM is the new moniker in town; it stands for “Customer Experience Management” and it has gained ground fast as an expanded and critical new way to view the customer relationship and keep customers in the fold. |
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Wednesday, 13 June 2007 |
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Points and perks expire. What lasts is the company's "personality," as well as a two-way relationship with the customer that reinforces the brand |
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Tuesday, 12 June 2007 |
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AT&T first noticed frustration among Spanish-speaking customers 25 years ago. Their inability to understand and to be understood when they called to complain angered and frustrated them. |
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Tuesday, 12 June 2007 |
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The hotel chain that drew the most complaints in a just-released Consumer Reports survey of nearly 35,000 readers: Howard Johnson. Fifty-five percent of respondents reported problems during stays there. HoJo also scored low in the CR survey on comfort of beds, along with Days Inn, Econo Lodge, Ramada and Travelodge. |
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Friday, 08 June 2007 |
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Contrary to what some might expect, price is not the biggest concern for online retailers hoping to satisfy their customers. But it's not necessarily low prices that make the most difference. There are four key elements of online retail satisfaction: the site experience; the price; merchandise, including availability and product selection; and brand or brand image. |
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Friday, 08 June 2007 |
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Imagine a customer who asks a server to bring him some extra napkins. The server brings over the napkins with a smile and asks if there is anything else he can do for the customer. Now, imagine a different customer who asks a server to bring him some extra napkins. This server brings the customer a stack of napkins, grunts and turns away without a word. |
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Friday, 08 June 2007 |
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Perhaps we all need to rethink the critical role that service plays in our businesses and lives. Questions abound: Is the customer always right? Do companies really understand how important a happy customer is, or do they simply pay lip service to the concept? How do we deal with chronic complainers? |
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Wednesday, 06 June 2007 |
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So, you say you want better customer service, but what are you doing about it? Why do you keep going back to the places that don't seem to appreciate you spending your hard earned money there? |
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Wednesday, 06 June 2007 |
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Companies that produce or market mass consumption items (including services, like airline flights) are constantly devising ways to retain their customers. This endeavor has spawned an entire new marketing idiom, which borrows heavily from the conjugal vocabulary |
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Monday, 04 June 2007 |
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While every marketer strives to create a positive customer experience, not every business is built on a model of delivering nirvana. For example, when was the last time you heard of a positive experience with an auto insurance claim? |
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Monday, 04 June 2007 |
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