Better experiences – every customer and employee wants them, businesses want to provide them, and solutions providers promise them. But how does one actually track something as elusive as an “experience”? The following is an introduction to how we help companies measure their delivered experiences.
Posts Tagged ‘Customer experience management’
The People Metric: Measuring Experiences
Tuesday, January 31st, 2012What Social Media Means for your Voice of the Customer Strategy
Monday, September 26th, 2011
Within the customer engagement field, “social media” has become a sort of catchphrase for the latest, shiniest voice of customer program technology. Every day seems to bring the publication of a slew of press releases announcing the latest social media customer engagement gadget. These tools promise to integrate tweets, Facebook posts, comments, and every other bit of social media data with a company’s customer feedback program.
Creating a Customer-Centric Organization
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.
A Manager’s Role in Customer Engagement
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.
Customer Engagement Management Tools for Organizing Customer Feedback
Wednesday, August 26th, 2009
Most business owners and executives would concur that customer satisfaction is key to long-term business success. And yet, it doesn’t take much these days to lose a customer. Even if customers are satisfied, they may switch companies. After all, Business Week has reported that 60% and 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave. Especially in today’s challenging economic environment, customer satisfaction is not enough.