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CEM – The Greatest Challenge

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What are the greatest challenges you face in your discipline? If customer experience management tops your list, you’re not alone. According to a recent study conducted by the Customer Management Exchange Network, 61% of the participating Chief Customer Officers, VPs and Directors of Customer Experience from across the UK, US and Europe report Customer Experience Management to be their greatest challenge.

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Mystery Shopping – A Business Intelligence Tool

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You have to measure, what you are trying manage! Mystery Shopping supports a discipline that enables serious observation of front-line Key Performance Indicators (KPI’s). It is not the only methodology available but it is most effective when it is applied correctly. We cannot assume that an organization has taken the time design a customer experience […]

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What is a Customer Touchpoint or Journey Map?

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Although you may not want to admit it, your customers have probably at one time or another experienced some type of pain while doing business with your company. It could’ve been a minor inconvenience, rather than a huge deal-breaking issue, but any way you look at it, it’s pain. So, ask yourself these questions: Can […]

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Your Touchpoint Path May Be Slippery – Proceed with Caution

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“Two roads diverged in a yellow wood, And sorry I could not travel both And be one traveler, long I stood And looking down one as far as I could To where it bent in the undergrowth;” -Robert Frost, from his poem “The Road Not Taken When Robert Frost wrote “The Road Not Taken” in […]

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Touchpoint Measurement 101 Part I: Everyone’s Talking About It. Why’s It So Important?

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Editor’s Note: For our “Touchpoint Measurement 101” series, we’ve tapped the knowledge of several customer experience experts, including Arcadio Roselli, CEO of Service Evaluation Concepts. Mr. Roselli’s company specializes in gathering and analyzing front-line business intelligence. His unique, technology-infused services (which include mystery shopping, call tracking, ad tracking, focus groups, and more) give companies the […]

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Return on Intelligence – The Most Powerful Business Metric

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Sales, revenue, cash flow and ROI are the terms bandied about in business. But the other ROI- Return on Intelligence- is making itself known.

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Word of Mouth only works if you Execute!

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Word of Mouth is not necessarily good.

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The Golden Circle

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Simon Sinek is a very engaging speaker with many relevant thoughts that help explain what is often difficult to even comprehend. The Golden Circle is a fascinating example. Watch, Listen and Enjoy!

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