Making Customer Experience A Reality

3 Salient points from a meeting with Arnie Capitanelli, Executive Vice President of Ashley Furniture Homestore, and Author of book “Retail Street Fight”: Be Strategic about the Customer Experience (What is the difference in experience you are going to make when compared to others?) Be Statistically knowledgeable about Customer Experience (Metrics driven system to measure … Continue reading Making Customer Experience A Reality

Guest Post : Social CRM and Firm Performance

Organisations are increasingly recognising that their customers are among their most important assets.  Hence we have seen an increase in CRM across many industries. However, due to advances in technology and the Internet, CRM has transformed into a two-way, interactive and Internet based customer service.  Because of the emergence of Web 2.0 customers are given … Continue reading Guest Post : Social CRM and Firm Performance