Customer Experience Management (CEM) - All Touchponts: Customer experience refers to the customer's overall perceptions of the totiality of contacts and involvement with a company. As such it's actually a huge area with an almost infinite number of variables that can affect "the experience", from how neatly the products are stacked, to quality of goods through to how friendly the staff are. It encompasses almost everything, and certainly ALL touchpoints (all the ways customers can contact or interact with the business). Social media is just one factor in the process. It should be noted that we really do not know which of the many variables that affect customer experience are the most important, which is clearly a problem. It's simply not possible to address all possible influencers, so businesses have to priorize methods to improve the customer experience.
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Top : Customer Experience Management: Customer experience refers to the totality of the customer' perceptions based on any and all contact with a business. As such social media is a legitimate area of study
Articles:The Current State Of Customer Experience « Customer Experience Matters - by Bruce TemkinTemkin Group Insight Report summary, you can buy the entire report for $195. Here's the thing. They surveyed a bunch of people and then called the results "The Current State of Customer Experience", once again repeating the most common research mistake. This isn't about objective reality. It's about the survey respondents OPINIONS of the state of customer experience. Sorry, even though they all do it, it's dumbass. (Added: 8-Dec-2010 Hits: 150 ) Customer Experience Optimization: Customer Experience Management Using Social Media - by na Social media introduces excellent tools and customer feedback data streams for companies to monitor perceptions and trends. Best practices in customer experience management: - Use social media listening first to determine how best to interact with customers. - Recognize the importance of making emotional connections with customers via social media. - Blend social media with other voice of the customer sources to create a holistic view of customer priorities. - Leverage customer stories from social media to energize employees enterprise-wide in continual improvement of customer experience. (Added: 6-Dec-2010 Hits: 123 ) Customer Experience Management in Social Marketing - by Scott MacStravic The almost universal application of customer experience management (CEM) aims to improve marketing success in attracting, developing, and retaining customers. The more and more profitable customers that can be acquired, moved to buy more and more profitable products and services, and kept as loyal customers for longer periods, the more profitable the business can be. And considering that the foundation of marketing success is mutually satisfying exchanges of value, the more value such customers should be gaining in return, either directly through their purchases, or indirectly thanks to loyalty incentives and rewards. (Added: 6-Dec-2010 Hits: 151 ) Social Media Under One Roof: Integrate Social Media with Total Customer Experience Model - by Sampson Lee If your primary objective is to learn how to ride the wave of social media to enhance the customer experience within a specific touch-point or departmental function, there are already numerous blogs, articles, and publications which serve this purpose well. There is no need for you to spend time reading this document. If, however, our core messages are aligned with your most pressing concerns, it is worth investing your time in reading this paper. Here is what we'll be covering: How to integrate social media into the Total Customer Experience across the entire customer lifecycle; How to optimize resource allocation among various social media by aligning with business objectives; and How to manage your brand and social media with one integrated and quantifiable management system. (Added: 6-Dec-2010 Hits: 110 ) Developing a Customer Experience Strategy in a Cloudy World | Customer Service Blog | Impact Learning Systems - by Malcolm Carlaw Customer experience is not an isolated transaction but a series of multiple touchpoints. It's not limited to the customer service interaction at the support center but is an organization-wide process. The brand is strengthened at each touchpoint across the organization. While customer service can have a huge impact on the customer experience, it is not the whole story. Here are seven elements to consider in developing a customer experience strategy for your organization (Added: 17-Dec-2010 Hits: 311 ) How Much Does Social Media Matter? - by Bruce Temkin Since we%u2019re on the topic of social media, I thought I%u2019d share my view on the role of social media in customer experience efforts%u2026 In the recent Temkin Group report, How Consumers Give Feedback, we found that not many consumers used social media to discuss their very good or very bad experiences. In the report Customer Experience Accelerates In 2011, we found that only 31% of large companies think they%u2019re doing a good job with social media and 79% expect to increase their focus on it this year. Is this a complete mismatch of priorities? My take: In some companies, social media is definitely over-hyped. But in others, it probably doesn%u2019t get enough attention. As often is the case, the insight is in the details. Here are my observations: (Added: 20-Mar-2011 Hits: 168 ) Tuning out on signing in | CustomerThink - by Vijay Dandapani A more recent study by Janrain a company that has a user management platform for the social web and market researcher Blue Research affirmed that three out of four consumers who use social networking sites say "they would rather leave a site that requires that they register in order to access that site than comply". A striking finding from the recent survey is that "76 percent of consumers said they have purposely given inaccurate or incomplete information when required to register for a site, and 45 percent have left a website rather than reset passwords or answer security questions when they have forgotten their login information" and, unsurprisingly, notes that "consumers are more likely to return to a site that automatically recognizes them by 55 percent to 20 percent". (Added: 14-Feb-2011 Hits: 153 ) 8 Customer Experience Trends For 2011 - by Bruce Temkin t's the time of year when prognosticators drag out their crystal balls and divine about next year. Well, I'm not too different. But instead of a crystal ball, I'll tap into the 8 customer experience megatrends that I outlined earlier this year. They remain the key trends that I think we'll see in 2011. Here are the 8 megatrends along with my thoughts about how they'll play out in 2011 (Added: 8-Dec-2010 Hits: 145 )
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