Discover how to get customer-facing groups to buy into CEM and make it a priority, how employee satisfaction may or may not affect customer loyalty and how CEM fits into a company¹s overall strategy.
In this part:
Bridging the customer experience chasm
Discover how to get customer-facing groups to buy into CEM and make it a priority, how employee satisfaction may or may not affect customer loyalty and how CEM fits into a company¹s overall strategy.
Beth Stackpole walks through the process for establishing a customer experience champion and how this role can help companies look outside of themselves and see how the customers view them. Then Rose Cafasso explains why it’s also important to consider the employees’ point of view and make sure that they are engaged in CEM strategies. Finally, Anna Fiorentino shows how Coca-Cola and ING Direct have incorporated CEM into their corporate strategies using techniques such as a loyalty program via Facebook and social listening.