TNS Blog
CXM BLOG 4: A NEW FRAMEWORK FOR BUSINESS GROWTH
October 17th, 2011
Over the past three weeks, I've talked about how Customer Experience Management (CXM) is challenged as never before: it is not driving improvement in either scores or financials for most companies today; it is not customer-focused; and it is not taking into account how customers make decisions. We now know that a more comprehensive view of measuring Customer Experience is needed. It is not just about measuring overall customer experience and key drivers; we also need to factor in the varied needs (drivers) and states (emotions) of different customers. Doing this creates a vastly improved [...]
CXM BLOG 3: HOW DO YOUR CUSTOMERS FEEL ABOUT DOING BUSINESS WITH YOU?
October 10th, 2011
In my last post, I discussed a way to begin to unlock some of the strategic value inherent in all Customer Experience Management (CXM) programs. That approach required becoming truly customer-centric...understanding individual customer's needs and taking action at that level. We also, however, need to take into account how customers make decisions regarding the companies they do business with. Science is telling us that decision making is not very rational. It is, in fact, mostly emotional. The earth is flat. The sun moves around the earth. We use our powers of [...]
CXM BLOG 2: WE FORGOT ABOUT THE CUSTOMER
October 5th, 2011
In my last post, I talked about the fact that Customer Experience Management (CXM) programs just aren't working well for most companies today. Flat results and lack of new insights are causing executives to rethink their programs. I attributed this to limited perspectives...a type of tunnel vision that in turn limits practitioners' abilities to help drive customer experience improvement and the profitable growth that would accompany it. Correcting this defective perspective requires a significant change in how we think about traditional CSAT programs. Not only are such programs not customer-centric, [...]
CXM BLOG: UNLOCK THE VALUE OF YOUR CUSTOMER EXPERIENCE MANAGEMENT PROGRAMS
September 28th, 2011
I love the customer experience arena. After over 20 years of helping some of the greatest companies in the world with their customer experience programs, I like to think of the good we bring: customers have a better experience, clients make more profit, as does my employer, and I earn a living. So what's the problem...if there is one?Customer Experience Management (CXM) isn't working for most companies today. Every company will eventually begin to notice a lack of improvement in customer experience performance metrics that goes on and on. Moreover, they [...]
GEMS: INSIGHTS FROM EMERGING MARKETS - JULY 2011
July 14th, 2011
Emerging markets continue their inexorable march forward and are becoming the bulwark of the global economy, preventing it from sliding over the precipice. The last quarter saw another feather in the cap of the emerging markets as Li Na, the Chinese tennis player, became the first ever Asian to win a grand slam title. One by one the Chinese have conquered the world of sports and the few areas such as tennis and track and field which have traditionally been their areas of weakness are now seeming to be within their reach. While India [...]
