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Net Promoter Score survey has been enthusiastically utilised and analysed across a wide range of industries all over the world for approximately 15 years. The following advice outlines the key elements to consider when designing an NPS system that will help you gauge and then improve your level of consumer advocacy.
Rethink. Unify. Innovate. Deliver. These four core pillars of the Customer Experience Management integral to creating great customer experience. Ahead of China’s #1 customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer experience programme.
Download the Article - CEM 101: How to make Customer Experience your Winning Edge in the China Market
Chinese customers are becoming increasingly demanding with respect to customer experience; however, consumer and retail companies are failing to keep pace with rising expectations. It is time for companies to invest in customer experience and enhance customer loyalty. Dowanload the article for more information.
In this presentation, Chief Service Delivery Officer of Aircel Ltd, Alok Kumar explianed he and his orgainzation's journey in CRM and customer experience management.
Creating a Well-Balanced Customer Experience Team to Ensure Long Term Success | 打造配置均衡的宾客体验管理团队，确保长久成功
Catherine Jin, Head of Guest Engagement, Greater China of InterContinental Hotels Group (IHG) shared her experience in how to established a well-balanced customer experience team.
Go deep with Lawrence Yang, Head of Global Customer Experience, Greater China in Ebay to know the customer experience journey in eBay.
Customer Experience Predictions for 2017 looks at how more established subjects such as omni-channel and emotional engagement will develop, and outlines the emergence of newer trends such as biometrics and phygital, and how they impact upon the industry. With Gartner predicting that by 2018 more than 50 per cent of organisations will implement significant business model changes in their efforts to improve CX, it’s important for the organisations shifting their focus to understand the changes affecting the market. Is your CX strategy optimised to cope with the biggest trends that will be affecting you in 2017? Download your complimentary copy of the report today to find out.