Temkin Group Research Reveals Four Core Customer Experience Competencies

Thursday, January 24, 2013 0 No tags Permalink

The Temkin Group has just release the findings of some research it has undertaken regarding the four core competencies of customer experience success. We take a look at these four competencies, from a Customer Experience Management (CEM) viewpoint, and indicate how they related to Voice of the Customer (VoC) driven ...

Emerging Customer Experience Management Trends

Forrester Research has recently released some of their data regarding emerging trends in Customer Experience Management (CEM) and Voice of the Customer (VoC) technologies/methodologies. We take a brief look at a few of these below. Forrester Research has published a list of 15 emerging customer experience management trends; we have ...

Customer Experience Management: Why it Matters

Customer service is the backbone of Customer Experience Management (CEM) for most companies that have made a commitment to becoming more customer centric. Good customer service is critical for a variety of reasons. For example: Exceptional customer service is good for the brand – Satisfied customers are most usually loyal customers, ...

Social Media & Customer Experience Management Tips

Social media sites are among the most popular sites on the Internet. Web 2.0 sites such as Facebook, LinkedIn, Twitter and Google+ are hands down the most frequently visited sites on the web. Companies with a commitment to Customer Experience Management (CEM) already understand what a valuable resource social media ...