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Customer Experience Management
Desc: CEM is a growing field and this is the place to collect slidecasts that are relevant to the field. This is NOT a place for "customer service" presentations. Customer experience is the study of every customer touchpoint, the implementation of solutions that improve those touchpoints, and the measurement of customer advocacy to identify whether improvements were made.
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Previous posts
darinphillips:
Great reminder of how psychology affects the Internet customer experience. Unfortunately, Ferry den Dopper only used examples of bad design, not great design.
Posted 2 months ago
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darinphillips:
It is a contrarian view that is sure to upset some folks, but the "ideal customer" is sometimes an elusive and rare group to pursue.
Posted 2 months ago
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darinphillips:
This is humorous irony at its best! This presentation is just feedback about a conference presenter, but it has horrific design and is probably barely usable by the presenter.
Posted 2 months ago
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darinphillips:
Get past the sales pitch slides and you find a nice model for identifying critical customer touchpoints.
Posted 2 months ago
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darinphillips:
The Mandarin Oriental is just down the bay from me. This is their introduction to customer experience for new hires. Basic, but powerful...
Posted 2 months ago
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