Customer Experience Management – Toward a Global Definition Part 2

I wrote recently about a discussion thread on LinkedIn working toward a global definition for ‘Customer Experience Management’. The discussion is currently focusing on the ‘customer experience’ per se and there are some great ideas coming out; and it is certainly helping my own understanding. And I am pleased to say we have well and … Continue reading Customer Experience Management – Toward a Global Definition Part 2

Customer Experience Management – Toward A Global Definition

An interesting discussion on LinkedIn is currently exploring the definition of ‘Customer Experience’ with the intention of also creating a global definition of ‘"Customer Experience Management’. As I write the Wikipedia definition of ‘Customer Experience’ is: "Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and services, … Continue reading Customer Experience Management – Toward A Global Definition

Word of mouth important for Gen Y too

According to a report in Todayonline, an 18-month study conducted by researchers from the Edinburgh Napier University, presented recently during a seminar in Singapore, found that word of mouth recommendations matter to young travellers. Most Gen-Y travellers turn to their colleagues and friends for advice rather than advertisements. The survey population was in China but personally … Continue reading Word of mouth important for Gen Y too