Currently viewing the tag: "cem"
IVR systems get no respect.
An IVR could be considered a great addition to a call center. It handles all incoming calls, resolves the simple requests for service through interactive applications, routes the calls to the most appropriate agent, and captures identifying information to pass along . Is the perfect attendant and can scale to [...]
Organizations have an unhealthy obsession with Customer Loyalty.
Fact is, and I wrote about it before, that what we measure as loyalty is not even real loyalty. Loyalty, same as satisfaction, is a feeling, an emotion and it cannot be measured or repeated.
You can point me to the countless studies [...]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design
If you had not had a chance to read through previous installments, please do so you can find the proper context.
OK, so far we have [...]
You cannot gain loyalty out of just one interaction.
Nor can you gain loyalty by crafting awesome experiences. Loyalty is the end-goal of a well-traveled mountain path littered by barriers and detours. There are many advantages to it, but just only one way to get it. No matter who you are.
Implementing loyalty programs or [...]
A Methodology for Crafting Awesome Experiences – Part 1, Introduction A Methodology for Crafting Awesome Experiences – Part 2, Strategic Measurement Framework
In this installment, we are covering the first of the four stages of the Methodology, Designing the Customer Experience.
Designing [...]
Did you ever have as goal to make someone fall in love with you?
No decent person would go into a relationship just to make the other party behave in a manner that is not their intention or in their best interest. Couples are not formed as a one-sided relationship, and business relationships aim to [...]
Everyone knows how to build loyalty, few are willing to do it.
First, over-deliver.
Find out what your customer’s expectations are, what they would like to see happen in any interaction, both the results and steps to complete them. Design your experiences around those expectations, aiming to always over-deliver on what they expect to see. [...]
Customer Experience Management is not a technology.
CEM cannot be done better, easier, faster, or simpler by using any software or technology. There are sine-qua-non elements you have to have (feedback, analytics, process management tools) but there is no technology that can make it work better.
CEM is not a strategy.
No matter how cool, [...]
