Tag Archives: Customer Experience Management

How BPR and Six Sigma use the Voice of the Customer

By Steven Walden | Published: September 21, 2009
Whilst it is true that the intent to include the customer is well established within process methodologies, the measurable output remains focused on customer satisfaction and traditional research metrics.  For instance, companies would qualitatively assess’ where our stakeholders want to be?’ and ‘what our customers needs are against a cost benefit analysis.’ Indeed, in Qualtec’s 2005 [...]
Posted in Customer Analysis, Management, Market Research | Also tagged , , , , , , , | 2 Comments

A guide for CEO’s: Their responsibilities in improving the Customer Experience.

By Colin Shaw | Published: August 10, 2009
Since founding Beyond Philosophy some seven years ago, I have had the pleasure of working with a number of CEO’s across many diffident industry sectors, on both sides of the Atlantic. Over the years, sadly, I have that only about 20% of CEO’s are really committed to improving their Customer Experience and making their organisations Customer [...]
Posted in Customer Experience, Management | Also tagged , , | 8 Comments

The Word Of Mouth Factor and Social Media

By Sue Morgan | Published: July 27, 2009
The importance of positive Word of Mouth (WOM) to retain customers and acquire new customers is something every company should be aware of and should learn to manage. Why?  “Referral from a loyal customer (Promoter) has a 92% retention rate vs. 68% for a customer acquired from advertising.” (Source: Bill Bleuel, PhD., Graziadio Business Report.) Word [...]
Posted in Customer Experience, Social Media | Also tagged , , | 4 Comments