Customer Experience Management is a Must
Customer Experience is a necessary excercise for most companies. First, because of the sub-optimal experience they are offering - they know they are! - their customers at the moment. And secondly, to avoid the trap of commoditization, the erosion of added value. The only way this leads is down: to competition on price. On the other hand: the way to distinguish your company, your brand, and to build loyalty, is to touch the customer's emotion, create a bond beyond functionality and design, and to enter the hearts and minds of the customer. Satisfaction is not enough. Love creates Loyalty!
Great Customer Experience on Amazon
The Ideas, the Business Cases
What is CEM, anyways?
We can't all be Colin Shaw but...
...instinctively we know that by touching positive emotions, you create a positive bond, called loyalty...we realise that emotions are created by interactions, by experiences that are 'beyond the bland'
...we then come to the conclusion that each interaction should be dealt with consciously, with a distinct purpose in mind
...because we experience ourselves how one slip up can do damage beyond repair
Links to Customer Experience Management
The Gurus, the Trendwatchers
- Beyond Philosophy
- Colin Shaw
- Strategic Horizons
- Pine & Gilmore
- Customer Experience on Smart Meters
- Slimme meters zorgen voor betere klantervaring
