We’ve spent the past two weeks feeling sad about the state of customer experience management (CEM), so it’s time to lighten up a little and talk about why marketers should care. Last week we saw the clear relationship between good CEM and good corporate performance. We can chalk up at least a bit of this […]
Archives for March 2015
Three Reasons Customer Experience Management Fails – Part II
Last week we looked at Customer Experience management (CEM) and the three reasons I think we’re doing it wrong. Reason #1 was forgetting that at the beginning, middle and end of all customer experiences is emotion. Reason #2: We focus on the problem I think car dealers have figured this one out. Most , Many […]
Three Reasons Customer Experience Management Fails
If you have nothing better to do sometime, pour a nice glass of wine and curl up with Arizona State’s Rage Study . The most recent edition is from 2013 and it tells us that almost $76-billion in revenue is at risk thanks to “extremely” and “very” upset US households who called to complain about […]
Only You Can Prevent Feature Puke
If you want to have fun at an otherwise dull wedding or corporate event, try to sit next to a professional event planner. When they aren’t trying to plan their own events, they can be found sitting in the back of other people’s events dishing out the catty remarks that make the back row so […]