Improving Customer Experience

The hardest thing for competitors to copy is the customer experience you create. And engaged employees are the most dynamic and influential force in creating superior customer experiences. While 80% of executives say they want to use customer experience management (CEM) as a form of differentiation in 2010, only 11% would call their CEM approach “very disciplined”. This mis-match of intentions and capabilities reveals a huge opportunity for sustainable differentiation – if your company is one of the few that is willing to adopt a disciplined approach. Employee engagement correlates with customer engagement. Examples from JetBlue, Applied Materials, EMC. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (7:10).