Customer Experience Management (CEM) has become well established in the US and UK markets and is becoming increasingly a hot topic in the rest of the world. Unfortunately with so many consultancies entering the field it is not always implemented with the level of rigour needed to achieve significant business results.
The fact is that when CEM is implemented systematically it produces results. There is no simple or magic way to implement CEM; it comes down to commitment and being willing to implement those things that will make a difference.
Since we wrote our original book, ‘Managing the Customer Experience’ in 2002, the world has changed considerably. Here, we’ll share with you some of the lessons we have learned since then in working with organisations world-wide to implement CEM successfully. In doing so, we hope that we can help you avoid some of the pitfalls.
The ‘seven deadly sins’ are not the only mistakes we see, but they are the most common and often, the deadliest. Unfortunately, when they happen, they can completely negate all your best efforts to turn your customer experience into one that will truly differentiate and turn your customers into fans. A false start makes it doubly difficult to engage your employees so it is better to avoid these sins than learn them the hard way.
To download the white paper please use the form below.
