CEM versus CRM

Empower Your Employees

Americans Will Spend More With Companies Providing Excellent Service

Americans spend 9% more with companies providing excellent customer service. According to a survey conducted by American Express Global Customer Service Barometer, “a majority of Americans report that quality customer service is more important to them in today’s economic environment (61%) and will spend an average of 9% more when they believe a company provides […]

Measuring the Return of Customer Experience

According to an article in the Harvard Business Review, “Increasing customer retention rates by 5% could increase profits from 25 to 95%.”   This fact underscores the business necessity of managing and measuring the customer experience, not only as a function of customer service, but also as a strategic initiative for driving company revenues. Organizations that […]

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