Customer experience management (CEM) programs involve the collection, analysis and dissemination of customer feedback. These customer feedback data are extremely valuable to businesses. Customer feedback data are used to help senior executives identify and improve key drivers of customer loyalty. They help call center staff immediately address specific customer issues. They help managers understand how their business unit compares with other business units. Finally, customer feedback data can help your marketing and research departments uncover deep customer insights through more sophisticated analyses of the data and linking customer feedback data to other sources of enterprise data (e.g., employee data, ...
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0 comments 538 readsPosted on 2012-02-06
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0 comments 645 readsPosted on 2012-01-30
Customer Experience Management (CEM) is the process of understanding and managing your customers’ interactions with and perceptions of your company or brand. The ultimate goal of CEM is to build valuable relationship with customers so they stay with you longer, advocate on your behalf and expand their relationship with you over time.A CEM program consists of a set of organized actions that support the goal of CEM. While a CEM program has many moving parts, an easy way to organize those pieces is depicted in the figure on the right. A CEM program has six major components:
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0 comments 1,031 readsPosted on 2012-01-16
What Customer Metrics Do You Use?
A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business metrics, including operational, financial, constituency and customer metrics (see Figure 1). The quality of customer metrics necessarily impacts your understanding of how to best manage customer relationships to improve the customer...
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0 comments 269 readsPosted on 2012-01-09
Measurement Model of Advocacy Loyalty - Measured by Overall Satisfaction, Likelihood to Recommend and Continue Buying
Companies with customer experience management (CEM) programs rely heavily on customer feedback in making business decisions, including, setting strategy, compensating employees, allocating company resources, changing business processes, benchmarking best practices and developing employee training programs just to name a few. The quality of the...
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1 comments 1,051 readsPosted on 2012-01-03
Those who cannot remember the past are condemned to repeat it. Those words are as true today as they were in 1905 when George Santayana coined that phrase.
In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld. His and his co-developer’s overstated claim that the NPS was the best predictor of business growth (e.g., better than overall satisfaction) was never replicated. Here is a classic blog post from 2007 to help remind you of the NPS past. I am guessing the Net Promoter Score developers have not forgotten the past. Why else do you think they changed the meaning of NPS to Net Promoter System...
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0 comments 683 readsPosted on 2011-12-26
Companies rely on statistical analysis to extract information from their Customer experience management (CEM) data. Companies use statistical analyses to extract different types of information from their data. For example, segmentation analysis (using analysis of variance) is used to understand differences across key customer groups. Driver analysis (using correlational analysis) is conducted to help identify the business areas... -
0 comments 596 readsPosted on 2011-12-12
The content of this blog post is an email I sent to Twitter. I wrote the email in response to a poor customer experience I had with them a couple of months ago. Because my experience occurred through their support channel, I emailed their partner@twitter.com address, instead of support@twitter.com. I sent the email on Nov 30 and hoped to include their response as part of this post. As of today, I have not received their response.I know that I don’t pay a penny for using Twitter but if they are going to use customers (our eyes and clicks) as part of their plan for world domination, they can be nice about it, at least from a user experience perspective.
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To whom it...
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0 comments 492 readsPosted on 2011-12-05
Customer Experience Management (CEM) programs are complex, data intensive programs. To be successful, you need to effectively communicate information about that program to important stakeholders, including employees, partners, and customers. We know that loyalty leading companies communicate customer initiatives throughout the company, from top executives to front-line employees. For example, in a best practices study on customer feedback programs, I found that loyalty leading companies, compared to loyalty lagging...
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0 comments 674 readsPosted on 2011-11-28
Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge practices to engage with today’s empowered customers. The speakers showed how you can create a compelling customer experience that gives your organization a competitive advantage. For my talk, Asking the Right Customer Experience Questions, I presented best practices for relationship-based surveys for Voice of Customer (VoC) programs. Based on an earlier ... -
0 comments 498 readsPosted on 2011-11-21
Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Facing a tidal wave of customer feedback data, how do companies make sense of the data deluge? They rely on Loyalty Driver Analysis, a business intelligence solution that distills the feedback data into meaningful information. This method provides most of the insight you need to direct your customer experience improvement efforts to business areas (e.g., product, service, account management, marketing) that matter most to your customers.
The Survey Data
Let’s say our customer experience management program collects customer feedback using a ...
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