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Join View from the Top 500 (VFT-500) to Share with and Learn from your CEM Peers

Knowledge is power in the world of customer service. How this knowledge is acquired, understood and consumed will have a substantial impact on your business success. To help customer experience professionals succeed, Omega Management Group and its strategic partner, Anthony & Alexander Group, are providing a solution with their View From the Top (VFT-500) Research Panel, an exclusive […]

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The Good. The Bad. The Twitter: An Open Letter

The Good. The Bad. The Twitter: An Open Letter

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 […]

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Getting to Love word cloud for ACME. Based on the question "What improvements would you make to the products/services?"

Two Things Everyone Needs to Know About Your CEM Program

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 […]

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Asking the Right Customer Experience Questions

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 […]

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complex_steering_wheel

Simplifying Loyalty Driver Analysis

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 […]

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Table 1. Summary of Micro and Macro Approach

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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Three Phases of the Customer Lifecycle

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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Figure 3. Relative performance (RPA) helps explain purchasing loyalty behavior. Improving relative performance will increase purchasing loyalty and share of wallet.

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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bob@businessoverbroadway.com | 206.372.5990

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