When trying to understand the customer experience and its importance, businesses need to think more critically about what they measure and how they use their data. Total Customer Experience helps businesses improve how they measure customer variables and shows how to combine disparate sources of business data and apply analytics to gain deeper insights about the causes and consequences of customer loyalty.
For the first time, Oracle reveals some compelling results of their CEM program regarding improvements in the customer experience and increases in customer loyalty. In all, the book includes 36 chapters on customer experience management. Tags analytics big data customer experience customer experience management total customer experience. You must be logged in to post a comment.
With our TCE program we not only listen to customers and partners — we act, we measure and we improve based on their feedback. We can actually predict which improvements will have the greatest impact, anticipating and addressing issues before they arise. We collect feedback and analyze it, then systematically use it to help drive strategy for continuous improvement.
Voice of Customer VOC: We collect input from customers worldwide to assess loyalty using the Net Promoter Score NPS , measure satisfaction with specific activities and gauge how well we are performing against the industry. Voice of Partner VOP: We listen to partners and help them to effectively provide EMC solutions products and services to their customers.
Voice of Field VOF: We gather formal input from our field leaders on how they believe EMC is doing for customers and partners in each phase of their journey. The knowledge we gain helps us accurately understand the customer life cycle — from a CIO making a multi-million-dollar purchasing decision to a user searching our knowledge base.
Dedicated TCE advisors deliver actionable recommendations and drive joint action plans that add business value in critical areas. Read reviews that mention bob hayes must read experience management well written improve customer experience cem customers business data approach loyalty measurement analytics comprehensive field provides satisfaction effective feedback insight.
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Please try again later. Well written, easy to read and logically laid out.
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Bob Hayes provides interesting insight into the world of Customer Experience from many angles. Whether you are new to CE or looking to build your corporate strategy, this is a must read. You won't be disappointed. Relevant for business today looking to build the brand and understand how to provide your customers with an experience that will help retain and gain business.
Kindle Edition Verified Purchase. First half is very good because I clarify the concepts and I am agree with the framework showed. For the second half, I am waiting for an opportunity to implement it. I'm totaly disappointed with this book. I didn;t get any usefull information..
What it Takes to be a Customer-Centric Company
This book definately is waste of maney and time. What grabbed me from the beginning was the journey that Bob set forth. For example, Bob's definition of CEM Customer Experience Management , "While there are existing definitions of customer experience management, they seem to focus solely on the measurement of customers' perceptions and attitudes about their experience.
I believe that customer experience management programs, to be effective, need to consider two major types of customer data: The following definition of customer experience management reflects this idea. What I appreciate even more is that his approach to the CEM discussion is analytic and he makes much more quantitative information and examples available in the narrative and diagrams and let's not forget the abundance of helpful and engaging sources than we normally find.
A lot of writing in this arena is more on the soft side. So, in my opinion, Bob brings a new and valuable dimension to the CEM discussion. I also like the fact that he not only focused on the managerial aspects of setting up a CEM journey, but, that he took the time to get into strategy, data, data organization, behavior, etc.
And, the bonus begins with how you transition to understanding satisfaction and loyalty. In this aspect Bob covered measurement, looking at attitudes, why some measure work better than other, reporting, etc. A great read on CEM. Most books on evaluating and responding to customers are myopic in their approach. They focus on one aspect of customer experience, and amplify it so that you inadvertently get an unbalanced view of how to capture what customers are thinking and how to respond. This book doesn't do that- it's comprehensive in its approach from collecting synthetic feedback from customer, to deriving meaningful interpretation, to crafting an aligned organizational response.