Differentiation
Service Quality as Differentiation In any competitive space, differentiation is crucial to survival. Firms must offer different services, or offer the same services differently. But what if the...
View ArticleCRM
CRM – Necessary, but not Sufficient Tracking customers, collecting customer data, managing customer relationships, implementing and measuring marketing campaigns, organizing, automating, coordinating...
View ArticleCustomer Focus
Sustaining Customer-Centricity A major challenge for service industry firms is sustaining a customer-centric attitude. This is especially true when the service is difficult to deliver, requires...
View ArticleValue
It is one thing for a company to state: “we value the customer,” yet quite another to demonstrate that valued relationship through specific, measurable actions. When I meet with my financial advisor, I...
View ArticleFirm Value
CX Improvement Affects Firm Value The rise of the more customer-centric attitude and operational model can partially be attributed to the growing link between customer experience and firm value. To be...
View ArticleEngagement
Engagement and Experience It’s easy to question organizational decisions in hindsight, but it’s not always easy to say, given a limited data set and limited resources, where the firm should allocate...
View ArticleProprietary CX Tools in a Cookie-Cutter World
Owning and operating a small business is tough. You may think that growing your clientele will simply equate to a better bottom line, however, it’s never as simple as it seems. As a business grows, new...
View ArticleUnderstanding the Role and Functions of CXM
Finding the right customer experience solution is like trying to find a needle in a haystack. CXM moves the needle on both top and bottom lines! But understanding how it does just that, is a bit more...
View ArticleDifficult Managerial Decisions for Customer Experience
If you are committed to creating a great customer experience, it has to be the number one priority in your organization across the board, and that may mean making some hard decisions. Change is never...
View ArticleProcesses for Customer Experience
Every business has multiple processes and channels by which they reach their customers, sometimes across many lines of business, but which ones help customer experience and which ones may be harming...
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