Beyond Philosophy
JUNE 23, 2015
A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. One industry analyst noted that this is just the tip of the iceberg.
Beyond Philosophy
JUNE 29, 2015
Time in the store equates to spending on coffee and other products, so Starbucks began testing wireless recharging mats at various locations. This is the proverbial tip of the iceberg for how insights from private online customer communities can be leveraged, and how communication with customers can be enhanced.
Answer Dash
APRIL 17, 2020
From ideas and definitions to practical tips on roles and processes, here’s how to supercharge your brand, secure long-term revenue, and evolve your company culture. Customer experience management, sometimes abbreviated to CEM, is the practice of owning your customer experience and actively working to improve it.
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