Solutions results for: "tag:customer experience"
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Articles results for: "tag:customer experience"
First Call to First Contact: Measuring the End-to-End 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...