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Posts Tagged ‘Customer Engagement Management’
Wednesday, April 13th, 2011
 - Keep the Customer Love Flowing!
The human brain is wired for newness. Novelty triggers the release of the neurotransmitter dopamine, a “happiness hormone” which is associated with reward and pleasure. The same chemical is “released in large doses when we are in love” (Seidenfaden & Draiby 2011). As lovers become used to each other, they experience a sort of tolerance. After some time together, lovers no longer get the “dopamine buzz” from being together. In other words, it often takes significant effort to keep a relationship fresh—friendships, romantic relationships, and work partnerships require attention in order to keep growing along with the people in them.
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Tags: customer engagement, Customer Engagement Management, neurology, relationships
Posted in Engaged Customers, Retaining Customers | 4 Comments »
Thursday, May 20th, 2010
 Is your organization customer-focused? This is a useful question anytime, but the recession of the last year has made your answer crucial. As the economy turns around, customer-centric organizations will be best equipped to take advantage of growing consumer confidence, as they will have the best understanding of the needs and wants of their audience. As Inc. magazine reported back in September, a few companies are actually growing in the recession. Some are forming new partnerships. Others are taking advantage of the talent in the marketplace and building a more effective workforce. In this post, we’ll focus on a third route to recession success: developing new services that customers really want. For instance, a dry-cleaning company featured in the Inc. article is developing an online service to allow its customers to track when their dry cleaning order is ready.
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Tags: Customer Engagement Management, Customer experience management, customer-centricism, employee engagement, employee engagement solution, Recession
Posted in Engaged Customers, Engaged Employees, methodology | No Comments »
Thursday, October 15th, 2009
 Customer service training guidebooks traditionally focus on molding the worker, not the manager. Similarly, many firms deliver customer engagement training only to new entry-level employees. Sales managers, it is often assumed, already have customer service skills, since they must have acquired them in order to be promoted. And yet managers impact customer engagement in unique ways. By understanding managers’ roles, executives can better train and equip them for delivering unparalleled service.
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Tags: Customer Engagement Management, Customer Engagement Management (CEM) tool, Customer Engagement Management tool, Customer experience management, upper management
Posted in Customer Service, Engaged Employees | No Comments »
Wednesday, July 29th, 2009
 In their song “Won’t Get Fooled Again,” The Who expresses the common view of management in the line, “Meet the new boss, same as the old boss.” Most employees see their employers as just another authority figure to follow. In this Pavlovian system, the employer uses carrots and sticks to motivate the employee to work. Employees work because they need payment and benefits (carrots), and/or because they fear what will happen if they lose their jobs (sticks). However, some education and business organizations are moving beyond this classic approach, instead opting for systems that allow management to act more as guides who help employees exceed their own goals and expectations.
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Tags: Action Action Alerts, Action Alert Management, alert management, customer engagement, Customer Engagement Management, Customer experience management, Customer relationship management, employee engagement
Posted in Employee Service, Engaged Customers, Engaged Employees, employee feedback, methodology | No Comments »
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