CEM: Four Ways to Improve Customer Experience Management
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* Map it out. The CEM experts at RightNow say start by mapping out the customer experience – all the interactions a customer has with your business – and create a chart. Include emotional responses, such as frustrating or negative points, as well as the positives.
* Make CEM a priority from the top down. Everyone involved in your company must believe in making CEM improvements for them to work. Empower your employees with the proper training and reward them for reaching customer-related goals and milestones.
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- People:
- Gail Kalinoski
- Places:
- Bozeman, Mont.
Gail Kalinoski
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