Organisations dealing with Customer Experience Management (CEM) are confronted with the question of how they can measure the actual customer experience. They often lack effective and accurate means of measuring the customer experience. Therefore it is difficult to show the return on investment (ROI) and because of that they don’t give CEM full attention.

Customer satisfaction and loyalty can be one way of measuring the customer experience. It’s easy to measure customer satisfaction and loyalty by themselves, but measuring them alone does not allow a business to influence or change the key aspects of customer experience. lees verder…

Creating the ultimate customer experience is characterized by exceeding customer expectations and delighting them with excellent service and quality. The concept of customer experience has been put forward as the new marketing paradigm and successful applications have been demonstrated by various firms.

One of the key elements of creating customer experience is generating consistent interactions across customer touchpoints. At these moments of truths, firms have to live up to their expectations.

However, imagine a firm’s situation, in which getting in touch with your customers is hard. For instance, for financial service providers like insurance firms, the average amount of contact moment is 1,5, on a yearly basis.    lees verder…

Customer experience is often related to the emotional engagement with a brand, product or service. An important factor in delivering customer experiences are the employees of the providing company. It is the personal contact between an employee and a customer that has a profound impact on the emotional engagement in either a positive or negative way. So how do you enable an employee to positively engage a customer? How can employees understand the needs and expectations and what can they do to meet and even try to exceed them? lees verder…

Differentiating your Organisation by Exceeding Customers’ Expectations

Many organisations fail when it comes to understanding their customers and use their intuition for their customers’ needs and experiences. In addition today’s consumers are more sophisticated and more willing to explore alternatives to products and services and how they are delivered. Getting closer to customers and effectively responding to their needs is a great way to boost loyalty and encourage deeper business relationships. Traditionally organisations created or improved long-term relationships and loyalty through Customer Relationship Management (CRM). However CRM tends to analyse and use (historical) quantitative data whereas Customer Experience Management (CEM) focuses on delivering distinctive experiences that delight customers across all contact moments during the customer lifecycle in a consistent way. lees verder…

Driving the customer service experience and decreasing the cost to serve are important objectives for all industries. In this context, a solid multi channel strategy adds significant value: The banking industry increasingly uses the popular and cost efficient Internet channel for information and transactions purposes. Free-give-away: this Dutch article about Accenture’s CRM engagement with ABN Amro Online Client Services. lees verder…

In order to raise money for charity VSO, Accenture employees from across the globe are engaged in one of the greatest challenges of their lifes, a sponsored climb up Africa’s highest mountain, Mt Kilimanjaro! Kilimanjaro is the highest free-standing mountain in the world, it takes 6 days to reach its top, and temperatures can be as low as -25C degrees.
CRM service line collegues Sandra van Maarseveen and Hanneke ten Hove will join the Global Kilimanjaro Challenge 2008. Start donating! It is simple, just jump to http://www.justgiving.com/sponsordekilichallenge, click the button ‘Sponsor me now’ and follow the process steps. Thank you in advance!
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As mentioned before, companies should tell remarkable stories which customers belief. So where to start when using social media? And what to do next?
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Some time ago I interviewed best-selling author, entrepreneur, and change agent Seth Godin. His new book Meatball Sundae is all about the unfortunate result of mixing two good ideas: Meatballs (business commodities, the works) with Sundae toppings (social media, stuff that make people all excited). Ratio: Don’t make a mess of social media.
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The remaking of the world of innovation is attracting the attention of developed-world multinationals, which are now rapidly diversifying the reach of their R&D programs to capture the benefits of this change, anticipating on what is needed in a multi-polar world: A new model for value-creating innovation.
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CRM Magazine, the industry’s leading publication, has named Accenture as the recipient of its 2007 CRM Market Awards for the consultancy category. Accenture has been honored with the leadership award in this category every year since 2003.

The award honors organizations that, according to the magazine, “focused on creating and cultivating rewarding customer experiences and relationships through the sophisticated integration of people, processes, and technologies.”

In eight industry categories, the magazine named one vendor, firm or consultancy as the Market Winner, based on highest score compared to its peers. Awards recipients are determined through an extensive three-month process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and customer satisfaction scores.

You can read all about the award in the September issue of the magazine, which can viewed online at destinationCRM.com