Shaun Smith

Measuring CEM

Traditional measures of customer satisfaction have little to do with customer experience, or financial performance, for that matter. According to research 80...

Getting in Shape for 2008

This is the time of year when health-club memberships soar. During the post-Christmas and New Year holidays unfit, over-weight business executives determine that...

Customer Experience Management Plus: Harley-Davidson

2004 saw the 100th anniversary of Harley-Davidson. The brand has much to celebrate. It has delivered 20 consecutive years of record earnings and revenues....

Uncommon Practice

Why are Virgin, The Banyan Tree, Harley-Davidson, Amazon.com, First Direct, Pret A Manger and Tesco all 'uncommon'? The answer is that their founders and...

Customer Experience Management Plus

What do Harley-Davidson, Amazon.com, Bank of Queensland and The Banyan Tree Hotels and Resorts have in common? They are all in very different sectors...

Top Ten Tips for Deploying CEM

In many ways, execution is the hardest part of creating a branded customer experience because in order to deploy successfully we have to mobilise...

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