When it comes to the application of customer experience strategies, companies tend to fall into one of three camps:
- Customer experience, huh? These companies are clueless. They don't understand why a company would create a customer experience strategy around the ways in which customers interact with the products, people, and processes. Luckily, in the customer era, there aren't many that fall into this category.
- Good intentions, but too short-sighted. These companies talk a big game. They might have resources focused on the customer experience and they might say they are customer-focused, but the resources don't receive strategic funding, nor mind share to be successful. When push comes to shove, these companies prioritize short-term wins over building long-term, strategic partnerships with customers.
- Actions speak louder than words. These are companies that put the customer experience at the center of the business strategy. Their relentless customer focus penetrates all corners of the enterprise. These companies demonstrate their customer commitment with executive engagement, customer involvement, and enterprise-wide awareness and understanding.
EMC falls squarely into this third camp.
EMC has been a partner with Walker since the late 90s and their commitment to the customer has never faltered.
In the early days of our partnership, when telephone surveys were "how customer satisfaction surveys were done," EMC recognized the advantage of getting customer feedback into the hands of account managers quickly. But, telephone data collection typically took a week to translate, process, and disseminate. This wasn't fast enough for EMC. They wanted to ensure account managers had the customer feedback as soon as possible. So, we worked together to create a real-time reporting system.
As customer survey research broadened into customer experience strategies, EMC has always been at the forefront. They led the way to web data collection, closed-loop follow-up systems, text analytics, CRM integration, business intelligence tools, partner programs, customer communications, and predictive analytics.
But, the list doesn't stop there. EMC is raising the bar once again. This time, it's a CX celebration. On Tuesday, October 7th, EMC will celebrate Total Customer Experience Day. And, as Carolyn Muise, EMC Vice President, Total Customer Experience says, the EMC celebration will be a time to take pause and remember "why you do what you do." Check out her blog to hear how EMC will celebrate its customers.
Thank you EMC for your partnership and enjoy the CX celebration!
