Posted on February 23, 2013 at 7:00pm
You're a customer, so you're a perfect judge of logic when it comes to the ways companies are trying to get ahead with customers. First of all, let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you…Continue
Posted on February 12, 2013 at 6:30pm
In any journey, it pays to have an expert guide — and that's particularly true in any company's ongoing journey toward superior customer experience. Some companies have appointed a Chief Customer Officer as their expert guide, to ensure that they take the high road, stay on-course, and accelerate results along the way.
"Showing the path and where we are on that path — kind of like the map at the mall: 'you are here' —…Continue
Posted on February 7, 2013 at 7:30pm
"Businesses are made up of people, and people have emotions." This focus on people has guided the customer experience strategy of industrial freight provider Maersk Line and many other business-to-business companies. Rene Bomholt, former head of customer experience at Maersk Line, shared these stories for the 3rd Annual ClearAction Business-to-Business…Continue
Posted on January 18, 2013 at 1:08pm