42 Articles Tagged CEM

Shining a Global Spotlight on Customer Experience in the Insurance Industry

  • Luke Stangel
  • May 16, 2014 | Estimated reading time: 1 minute to read
  • Today’s insurance customers are very technology savvy and their expectations regarding access to information and customer service continues to grow. The days of calling your…

Your Business WILL NOT Survive to 2020 Unless You Take These 3 Steps

  • Laura Bassett
  • April 30, 2014 | Estimated reading time: 4 minutes to read
  • What!? My business won’t survive? Okay, maybe that is a bit extreme,  but have you taken a look at how much it really matters that…

Online Retailers Strive to Overcome Integration Challenges

  • Luke Stangel
  • April 4, 2014 | Estimated reading time: 3 minutes to read
  • For businesses in the midst of a transition to the digital frontier, managing brick-and-mortar storefronts and ecommerce platforms with the same level of care can…

5 Things I Learned About Customer Experience Management While Refinancing My Mortgage

  • Luke Stangel
  • March 24, 2014 | Estimated reading time: 3 minutes to read
  • I recently took advantage of low interest rates to refinance my mortgage with my original lender, a large, national bank. For all the stories of…

The Next Frontier for Customer Experience Management: Hospitals

  • Luke Stangel
  • March 24, 2014 | Estimated reading time: 2 minutes to read
  • As more organizations shift their focus to maximizing customer experience, the ability to deliver a memorable and successful interaction becomes a critical differentiator. In the…

What's Avaya's Aura Virtualization Roadmap?

  • Mark J. Fletcher, ENP
  • February 7, 2014 | Estimated reading time: 5 minutes to read
  • Tac Berry is a senior product marketing manager at Avaya, with 3 decades of experience in marketing and business development in the voice and data…

3 Ways to Solve Your Customers' Problem the First Time

  • Laura Bassett
  • January 28, 2014 | Estimated reading time: 2 minutes to read
  • I'm often asked how to deal with problem customers--customers who call back over and over with the same issue or with related issues. A clue…

Maximize Customer Lifetime Value by Improving all 360 Degrees of a Customer's Experience

  • Luke Stangel
  • January 28, 2014 | Estimated reading time: 5 minutes to read
  • The customer experience is changing ever faster today due to new technologies. The habits of customers are shifting as companies broaden when and accelerate how…

Mayday and Drones: How Amazon Wins and Loses At Customer Service

  • Luke Stangel
  • December 16, 2013 | Estimated reading time: 4 minutes to read
  • Amazon is ending 2013 on a curious note. Just a few months ago, they wowed customers and garnered praise for their launch of Mayday, an…

Today's Asian Consumers *DO* Demand Great Customer Service

  • Luke Stangel
  • November 20, 2013 | Estimated reading time: 3 minutes to read
  • I spent most of the 90s in Asia - Taiwan and Hong Kong - so I can say with some authority that customer service back…

Understanding Where Your Customers Went (and How to Win Them Back)

  • Laura Bassett
  • November 7, 2013 | Estimated reading time: 4 minutes to read
  • Technology never stops progressing. What's great for users isn't great for companies who must confront their customers' increased expectations. Ignore this, and your customer base…

How Mediocre Customer Service Is Driving Your Customers Away

  • Luke Stangel
  • November 5, 2013 | Estimated reading time: 2 minutes to read
  • Some companies drive away loads of customers with one big move. Like that department store chain that got rid of coupons and sales promotions. Its…

Your First 90 Days with a Customer Will Make or *Break* Your Relationship

  • Luke Stangel
  • September 1, 2013 | Estimated reading time: 2 minutes to read
  • I remember when dating guides started taking a darker tone in the late 90s. First, there was "The Rules" to help desperate women boost their…

5 Essential Ways to Boost Your Customer Experience

  • Luke Stangel
  • August 2, 2013 | Estimated reading time: 4 minutes to read
  • photo credit: Phil Dowsing Creative via photopin cc Everyone knows that keeping your customers happy is key. "How customers perceive their interactions have been will…

The Chief Executive of Customer Experience Management is You

  • Laura Bassett
  • July 24, 2013 | Estimated reading time: 2 minutes to read
  • When organizations first start looking into Customer Experience Management they soon discover it's not just a new twist on traditional customer service delivered by a…

Infographic: Why Bad Customer Service Bleeds Your Company Dry

  • Luke Stangel
  • June 24, 2013 | Estimated reading time: 2 minutes to read
  • "Have it your way," has been Burger King's motto on-and-off for the past three decades. No matter what you think about the food (my thoughts:…