What role does customer experience play in today's flattened global economy?
Customer Experience Management: A Winning Business Strategy for a Flat World
Published July 2006
by Bob Thompson, CustomerThink Corp.
45 Pages, PDF Format
$ 195.00
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Find out the truth about customer experience management, based on surveys and interviews with leading companies, in this comprehensive report by CustomerThink founder Bob Thompson.
You'll learn how Hilton Hotels, Publix Super Markets, Wells Fargo Bank and Intuit turned an emphasis on customer experience into profitability and market leadership.
Did you know that ...
- Enterprise managers probably overestimate the quality of experiences they are actually delivering?
- Companies that lead in CEM effectiveness, as measured by CRMGuru's 25-question assessment, generally also achieve double-digit revenue and profit growth?
- In earning their loyalty, customers rate their quality of interactions with an organization as equally important to the quality of the goods or services purchased?
Learn how customers respond to customer experience management and how businesses that focus on the customer experience prosper in this essential reading.
View the Table of Contents and Executive Summary (PDF)
If you have questions about this report, please email service@customerthink.com.