For customer experience management (CEM), it’s natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions for CEM occur inside the company, causing daily challenges for program managers — or any employee — in follow-through for timely and quality delivery of commitments to both internal and external customers.…Continue
Posted on October 5, 2014 at 3:30pm
2-way conversations are now the norm! Social media, reality TV show voting, and smart phones make high interaction and accessibility (also known as Web 2.0) a way of life. This is a trend that’s here to stay. And business processes that invite interaction at all employee levels are also proving more effective. So I'm wondering . . . Which business process have you adapted to Web 2.0 principles of 2-way conversation?
Let's talk about interaction and accessibility of employee…Continue
Posted on October 2, 2014 at 3:30pm
Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric (CMO Council Customer Affinity study), while 56% of those same suppliers think of themselves as extremely customer-centric? Possibly because of the way we tend to narrowly define customer experience in the first place, and our human nature to view …Continue
Posted on September 29, 2014 at 3:30pm
You’ve heard of garbage-in, garbage out, right? It’s amazing how often work teams put up with substandard inputs “thrown over the fence” from groups they rely on for information or materials to do their work. Faulty inputs lead to imperfect outputs and inconsistent customer experience.
Everything that external customers receive is the result of business processes. Interestingly, many customer experience management efforts are focused only on the front-line employees and customer…Continue
Posted on September 26, 2014 at 3:00pm