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Articles results for: "tag:customer experience"

Customer Experience Management Prevents Hassles

Make it safe for executives and employees to receive less than stellar results - as long as they diligently improve. A motto such as this one may be useful in establishing curiosity rather than fear: Good news is no news; no news is bad news; bad news is good news.3 Make it part of your culture to look at negative feed...

Virgin Mobile measures call center customer satisfaction on a five-point scale and looks at the top-two box (4-5) and bottom-two box (1-2) scores, with emphasis on the latter. Dennis Weikle, Vice President of Customer Care, explains: "When customers are satisfied, that's great, and we certainly work to continue doing w...

The Customer's Point of View

Creating a superior customer experience requires that we understand the customer's point of view, states Don Peppers and Martha Rogers, Ph.D in Rules to Break and Laws to Follow. "What's it really like to be your customer? What is the day-in, day-out 'customer experience' your company is delivering? How does it feel to...

Customer Experience Management is a business strategy that focuses and redefines the business from the customer's view point. It is not about managing the customer but about managing the experiences that the customer has with our business. CEM must be embraced by the entire organization to be successful. Just like C...

Customer Experience Strategy: 4 Overlooked Competencies

1) Share a Consistent & Vivid Image of Target Customers

If you want to be a customer-centric company, you must set yourself up for success in revolving around the customer's well-being. A thorough understanding of the customer's world is the foundation for customer-centricity.What is the customer's world? It's much more than recommendation rates or features and benefits of ...

Social CRM and Customer Experience: You Don't Need Luxury, You Need to Feel Luxurious

To get a customer to be your evangelist or loyalist takes a lot of work. It takes a conscious effort by a company to have enough insight into the individual customer's ongoing interactions, thinking and feelings about your company and all relevant surrounding factors, to give customers the emotionally satisfying experi...

To think about a customer's experience and how he or she values it, it pays to understand the customer as more than just a member of a segment, but as an individual. The kind of data to begin considering is not just the traditional transactional data (e.g. purchase history) or even just the ordinary demographic data (e...

4 Paradigm Shifts for Customer Experience Management in the Contact Center

Paradigm #1: Context of the Customer's Entire Journey

Studies by TARP Worldwide, a customer experience agency, reveal the root causes of all customer dissatisfaction and contact to companies is:

Making it Simple - The Components of a Social CRM Program

Lets start at the beginning. Social CRM is a program that encompasses what is probably the most significant segment of your company strategy - the part that encompasses how you will relate to your customers. "But," you say, scratching your head, "Wasn't that CRM?"

Yes it was, but with notable differences that we'll get into. Remember SCRM is an extension of CRM, not a replacement. What that means is that the basic core operational functionality that CRM has is still part of SCRM, only woven into a different way. The same fabric, different thread and patterns.

Service with a Smile, a Text Message, a Location, and an iPad

New Technology Offers New Ways to Impact Customer Experience

As seen above with Walgreens, increased interaction with customers across channels provides more opportunities to engage with them - which is leading to more valuable customer relationships. And many of these cross-channel interactions are taking place over the latest generation of smartphones.

Buyer Experience Innovation: Why B2B CEO’s Must Make It Their Top Priority

These challenges are creating a mandate for CEO's to innovate towards new means of attracting new buyers, retaining existing customers, and maximizing value through customer loyalty. A CEO today must think in a much broader context than the myriad of different approaches that have arisen over the past few years to...

Let's define Buyer Experience Innovation:

Customer Experience Management is Doing the Right Thing

As each one of us is a customer ourselves, we should understand customer experience management like the back of our hand. Yet, somehow customer experience seems a bit mysterious, and certainly has myriad definitions. Ultimately, customers make paychecks possible, so businesses exist to serve a customer need that result...

While I can't vouch for the advertiser of the above video actually practicing what they're preaching, I'll bet you as a customer would agree that customer experience

Start with Your Customers' View in Every Strategy

Customer experience is defined entirely by customers, but the solution provider defines customer experience management (CEM). The customer is the judge of whether the experience was acceptable or stellar, or not; the customer defines the duration of their experience, as well as the context and the criteria. Therefore, ...

Customer experience is defined entirely by customers, but the solution provider defines customer experience management (CEM). The customer is the judge of whether the experience was acceptable or stellar, or not; the customer defines the duration of their experience, as well as the context and the criteria. Therefore, ...

Defining Customer Experience Management

Customer experience management is sometimes confused with the following concepts. Indeed, CEM encompasses all of these practices, and more. They can be categorized by Customer Profitability, Customer Knowledge, and Customer Well-Being.

Customer Profitability (efforts to increase revenue and profit from customers)

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