Solution Spotlight: Measuring, Monitoring and Improving Customer Experience

Solution Spotlight: Measuring, Monitoring and Improving Customer Experience

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What are the 10 steps you can take to better customer experiences?

There are many methods for improving the customer experience, some complex and costly, others relatively simple and inexpensive. But how do you know what's right for your organization, and where should you start?

In this e-guide, learn from examples at Coke, ING Direct, Facebook, as well as industry authorities such as Forrester Research Inc. analyst Zach Hofer-Shall who explore how you can address customer experience management (CEM) challenges.

Here are 3 of the top 10 steps to get you on your way:

  • Get employee buy-in: Employee loyalty and satisfaction play a big role in improving the customer experience
  • Run an open, transparent business: Gartner suggests businesses be as open and transparent as possible in their dealings with customers and employees alike.
  • Train customer-facing employees: Different from traditional call center training, this tends to be more customized to reflect the company's brand, desired customer experience and elationships with customers

Sharpen your competitive edge an increasingly social media and information-driven world. Learn more about accurately measuring and monitoring your customers’ interactions to ensure you deliver best experiences possible.

Vendor:
IBM
Posted:
29 Jan 2014
Published
29 Jan 2014
Format:
PDF
Length:
13 Page(s)
Type:
eGuide
Language:
English
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