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Tag Archives: Customer Experience Management
Takeaways From Forrester’s Customer Experience Index, 2011
Forrester’s comprehensive evaluation of the customer experience at over 150 companies includes some major recommendations which coincidentally overlap with services provided by OnProcess Technology in Ashland MA.
Posted in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess
Tagged Customer Experience Index, Customer Experience Management, customer experience research, Forrester, Megan Burns
Article: The Buzz About CEM
Our emphases in bold. Our comments in (italics). Link to …
Posted in Customer Experience Management, OnProcess
Tagged cable tv, CE, cem, customer data, Customer Experience Management, data analysis, OnProcess, telecoms
No Easy Answers to Excellence?
(a.k.a., Real Solutions vs. Point Solutions) There’s an old saying; …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess
Tagged Customer Experience Management, customer satisfaction, customer service, differentiate on service quality, measure customer satisfaction, measuring satisfaction, no easy answers to excellence, real solutions vs. point solutions
Proactive Customer Education: Positive Impact on Recommender Ratings
How do you increase the likelihood of your customers recommending …
Posted in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess
Tagged Customer Experience Management, customer satisfaction, educate customers, improve customer satisfaction, net recommender, post-service management, proactive customer education, recommender scores
Article / Study: Turning Customer Pain Into Customer Gain
A recent article in Forbes.com by Donovan Neale-May of the …
Posted in Customer Experience Management, OnProcess
Tagged better customer analytics and engagement, Customer Experience Management, customer experience ownership, customer retention, customer satisfaction, maintaining customer satisfaction in a downturn
Bringing Your Customer Experience Wish List to Life
Wouldn’t it be great if you could know for certain …
Posted in Customer Experience Management, Customer Understanding Research, OnProcess, Warranty Management
Tagged call center, CE360, customer experience improvement, Customer Experience Management, customer experience measurement, customer experience survey, customer touchpoints, data-driven insights, maximize customer satisfaction, optimize investment in customer satisfaction, recommender score, warranty replacement programs
destinationCRM.com: 5 Recession-Busting Customer Service Strategies
destinationCRM.com: 5 Recession-Busting Customer Service Strategies Posted using ShareThis More …
Posted in Customer Experience Management, Customer Understanding Research, OnProcess
Tagged business strategies in a downturn, Customer Experience, Customer Experience Management, customer service, Customer Service in a downturn, economic downturn
Focus on the Customer and Win in the Downturn
It seems obvious enough, but when things get tight and …
Posted in Customer Experience Management, Customer Understanding Research, OnProcess
Tagged Customer Experience, customer experience assessment, Customer Experience Management, downturn strategies, focus on the customer, strategies for managing in economic downturn
Does a Pleasant Tone Really Matter?
In basic terms, being nice to customers is good for …
Posted in Customer Experience Management, OnProcess
Tagged Customer Experience, Customer Experience Management, Duarte Esteireiro, Impact of Pleasant Tone on Satisfaction, Tone of Voice
