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Archive | Customer Experience Management

Maximizing the value of your customer experience management data

Customer experience management (CEM) programs can generate a lot of data. The value of these data is based on their utility to improve the customer experience and the overall quality of the customer relationship. Companies, to be successful need to effectively organize and analyze these large data sets as well as disseminate resulting information to […]

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Measuring The Customer Experience Requires Fewer Questions Than You Think

A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” In practical terms, customer experience is the customer’s perception of, and attitude about, different areas of your […]

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The Importance of Your Relative Performance

Customer Experience Management (CEM) is the process of understanding and managing customers' interaction with and perceptions about the company/brand. In these programs, customer experience metrics are tracked and used to identify improvement opportunities in order to increase customer loyalty. These customer experience metrics, used to track performance against oneself, may not be adequate for understanding […]

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Relative Performance Assessment: Improving your Competitive Advantage

Companies continually look for ways to increase customer loyalty (e.g., recommendations, retention, continue buying, purchase different/additional offerings). A popular loyalty improvement approach is customer experience management (CEM). CEM is the process of understanding and managing customers’ interactions with and perceptions about the company/brand. The idea behind this approach is that, if you can increase the satisfaction with the […]

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Understanding the Mobile User Experience Will Help you Build a Better App

I have had the opportunity to apply my knowledge about customer loyalty/experience measurement in the area of mobile application development/testing. Today's post is about what makes a 5-star mobile app. A 5-Star Rating is the Goal The 5-star rating scale has become the default mobile app criterion in mobile app stores. In a global survey of […]

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Measuring Customer Loyalty is Essential for a Successful CEM Program

Customers can exhibit many different types of loyalty behaviors toward a company (e.g., recommend, purchase same, purchase different products, stay/leave), each responsible for different types of business growth. Furthermore, when asked about their loyalty behaviors via relationship surveys, customers' ratings of loyalty questions show that customer loyalty essentially boils down to three different types of customer […]

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Gleanster - Actionable Insights at a Glance

I am happy to announce that I have joined Gleanster's Thought Leader group as a contributing analyst. Gleanster is a market research and advisory services firm that benchmarks best practices in technology-enabled business initiatives, delivering actionable insights that allow companies to make smart business decisions and match their needs with vendor solutions. In my role at […]

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