Documents » dales cone of experience.
Abstract: Now that everyone understands the importance of tuning websites to maximize the user
experience, the industry is scrambling to figure out how to measure it. WebCriteria has ridden into town with its latest silver bullet.
PubDate: 8/14/2000
Abstract: To ensure a positive customer experience, companies must first learn what their customer values, and then determine how they are measuring up to those values. Obtaining and taking action on customer feedback is what customer experience management is all about.
Abstract: Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand.
Abstract: There are six fundamental truths about the dynamics of customer experience in large organizations, and anyone looking to improve customer experience must understand and comply with these underlying realities. The first law states that every interaction creates a personal reaction. Find out the implications of this law, what the others are, and how you can use them to manage customer interactions in your company.
Abstract: As customer experience initiatives take center stage, many companies are appointing a dedicated executive to lead the effort. Download this new Forrester Playbook for insights and lessons learned from customer experience executives who’ve been there.
Abstract: Do you spend all your time chasing new customers instead of taking care of the ones you already have? Most customer relationship management (CRM) projects focus on customer relationships but fail to address customer experience as a loyalty driver. In part two of a two-part series, learn about best practices recommended by customer experience management (CEM) experts, and how they can help you improve long-term loyalty.
Abstract: The critical difference between industry leaders and laggards is a focus on the consumer experience. Search is a fundamental bridge between an enterprise and its stakeholders, and the quality of the search experience is a core driver of experiential perceptions. Delivering a powerful search experience builds a brand perceived as responsive, empathetic, and knowledgeable. Sounds good, right? So where do you start?
Abstract: Interwoven has grown from a web content management vendor to an enterprise content management (ECM) vendor providing a full suite of ECM components. With this suite, it helps its clients provide the ultimate customer experience.
Abstract: Defining a systematic and repeatable COTS acquisition process (CAP). COTS Acquisition Process Method and References. Siemens COTS Acquisition Process Case Study. This paper introduces and describes a well-defined, systematic, and repeatable COTS acquisition process (CAP) and experience of using a tailored version of the process in a Siemens Business Unit.
Abstract: Welcome to the customer experience. We all have them. Some are good, others bad. A variety of factors - the user interface (UI), customer support, marketing messages, etc. - shape these experiences. All of these things collectively create our view of a product, service or provider.
Abstract: In the face of increasing global competition, a retail company can remain visible only if it provides a differentiated shopping experience for customers. The majority of retailers, however, are still struggling with inadequate technology and the difficulty of hiring and training competent in-store salespeople. Discover the strategies other retailers are using to anticipate customer needs and improve customer satisfaction.
Abstract: Great service is the number one reason customers cite for being loyal and recommending companies to friends and colleagues. On the flip side, 80 percent of customers say they stopped doing business with a company because of a bad services experience—and that they’ll never do business with that company again. Learn about a proven and practical approach to delivering great service and reaping critical customer benefits.
Abstract: Great service is the number one reason customers are loyal and recommend companies to friends and colleagues. But on the flip side, 80 percent of customers say they stop doing business with a company because of a bad service experience—and that they’ll never do business with the company again. Find out how you can gain the essential service capabilities, both online and at the service center, to keep your customers loyal.
Abstract: Many frustrated executives find that despite the fortune spent on managing servers, networks, and applications, there are still complaints about the performance, usability, and availability of their customer relationship management (CRM) solutions. How do you know if your CRM system performs for each user? What does it mean when users say the system is slow? An experience management solution can give you the answers.
Abstract: This report identifies the major IT issues faced by small to midsized businesses (SMBs), including information silos, lack of IT staff, and outdated business applications. Because they lack the right information to meet customer expectations, SMBs have difficulty reacting quickly to fast-changing market dynamics and growing their revenue. Find out how the elimination of information silos can create a more consistent effective customer experience.
Abstract: As networks, devices, and media converge, telecom companies have increasingly complex catalogs of products and services on offer to customers who are, in turn, becoming more aware that they can switch to other providers. These companies need to find ways to effectively and consistently engage with customers to optimize the entire sales experience and capitalize on competing influences rather than losing out to them.
Abstract: Poor usability leads to irritation and fatigue and it has an adverse impact on the usage experience. In an on-line shopping web site, it can lead to loss of revenues. Poor usability in business applications leads to increased help desk costs. On the other hand, better usability makes our usage experience more fun and can increase productivity. A highly usable on-line shopping web site tempts repeat visits, builds customer loyalty, and increases its revenue-earning potential.
Abstract: Virtual worlds where customers can connect and share information are another channel through which marketers can improve the customer experience. Social networks can help you gain customer input on product and service development—and, of course, to reinforce brand messaging. Learn the four steps you can take to improve your customer experience by integrating online, off-line, and branding efforts via social networking.
Abstract: It’s easy to blame a poor service experience on the person who delivered it. But usually customer service failure can trace its root cause back to the technology and processes agents use—systems that are hard to navigate, don’t give access to vital data, and don’t provide multichannel integration with a clear view of customers. Learn how a multichannel system can enable a more effective customer experience strategy.