Customer experience management (CEM) programs involve the collection, analysis and dissemination of customer feedback. These customer feedback data are extremely valuable to businesses. Customer...
Customer Experience Management (CEM) is the process of understanding and managing your customers' interactions with and perceptions of your company or brand. The ultimate...
What Customer Metrics Do You Use? A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business...
Measurement Model of Advocacy Loyalty - Measured by Overall Satisfaction, Likelihood to Recommend and Continue Buying Companies with customer experience management (CEM) programs rely heavily...
Companies rely on statistical analysis to extract information from their Customer experience management (CEM) data. Companies use statistical analyses to extract different types of...
Customer Experience Management (CEM) programs are complex, data intensive programs. To be successful, you need to effectively communicate information about that program to important...
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...
Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to...
Figure 1. Service Delivery Model Helps Companies Understand Factors that Drive Business Growth Customer experience management (CEM) programs can generate a lot of data. The...
Figure 1. Three Phases of the Customer Lifecycle A formal definition of customer experience, taken from Wikipedia, states that customer experience is: "The sum of...
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...
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...
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...
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...
Remembering Steve Jobs. Click image to enlarge. I have read more about Steve Jobs after his passing than before. The outpouring of emotion and words...
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...