Why Managing Experiences Is Not A Technology, Nor A Strategy

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, …

The Truth Behind Loyalty

You can't have loyalty without trust. Sounds simple enough, you can repeat it, you can stand behind it - what does it mean? If you really want to build customers loyalty among your customers, forget having it as a goal.  You shouldn't even try to improve customer satisfaction.  Those metrics don't reflect the truth behind …