How to make customer experience strategy a priority

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How to make customer experience strategy a priority

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Issue Overview

Customer Experience Exchange - November 2011, Vol. 1, Issue 1

In this month's issue, discover how to get customer-facing groups to buy into customer experience management (CEM) and make it a priority, how employee satisfaction may or may not affect customer loyalty, and how CEM fits into a company’s overall strategy. Also inside: Get expert advice on improving your CRM strategies from our experts. Learn to encourage better CEM and focus on the customer lifecycle. Get expert advice on managing customer experiences, best practices, top tips and more in this month's issue. Access >>>

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What's Inside

Features

- Bridging the customer experience chasm by Beth Stackpole, Contributor
  Management may be pushing a customer-centric mandate, but without the right culture and processes in place, it's not just to get employees get on board.

News
- Employee focus transforms customer experience management strategies by Rosemary Cafasso, Associate News and Site Editor
  CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.
- Measurement, monitoring essential to customer experience management by Anna Fiorentino, Contributor
  Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.

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