If you’ve ever done any sort of customer research in order to inform a user or customer experience design, or maybe to make a product development decision, I am sure you would have heard someContinue Reading
Tag: Customer experience management
Customers don’t care about your industry rules
I had a very pleasant lunch this week with an old chum, who’s an IT leader in a venerable publishing institution. We chatted about a number of things, but the thing that inspired this postContinue Reading
3 Steps to Trust not Bust Your Customer Experience Silos
In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes upContinue Reading
That Fine Line on Social Media: It’s All About Context
Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked forContinue Reading
Customer Experience – More Than a Pretty App
This post has been brewing for a few months, seeded by a bar conversation I had with Scott Liewehr from Digital Clarity Group a few months ago, as it seemed to us that the focusContinue Reading
Your customer experience is global — just ask your local chippy
Roberto Savvides manages The Regency, a “chippy” (a fish and chip shop) in Brighton (a seaside town in the UK). Roberto rolls up the sleeves of his crisp white shirt and opens the doors ofContinue Reading
Has CRM Finally Decided it Owns the Customers Digital Voice?
So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knewContinue Reading
You say tomato, I say tomato, you say WEM, I say WEM..
When you say WEM, do you say Web Experience Management or Web Engagement Management? What does it mean and does it matter and what about CEM? Well, in this post I want to explore that,Continue Reading