The content of this blog post is an email I sent to Twitter. I wrote the email in response to a poor customer experience I had with them a couple of months ago. Because my experience occurred through their support channel, I emailed their partner@twitter.com address, instead of support@twitter.com. I sent the email on Nov […]
Customer Experience Management (CEM) programs are complex, data intensive programs. To be successful, you need to effectively communicate information about that program to important stakeholders, including employees, partners, and customers. We know that loyalty leading companies communicate customer initiatives throughout the company, from top executives to front-line employees. For example, in a best practices study on […]
Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge practices to engage with today’s empowered customers. The speakers showed how you can create a compelling customer experience that gives your organization a competitive advantage. For my talk, Asking the Right Customer Experience Questions, I presented […]
Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Facing a tidal wave of customer feedback data, how do […]
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 […]
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 […]
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 […]
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 […]
Learn how to build your business around the customer using customer-centric measurement and analytics. Available in Kindle and paperback. Learn more about TCE: Total Customer Experience.
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty and best practices of customer feedback programs.
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty.