Dear CEO, where does CEM exactly begin?

If you already are successfully implementing  CX in your company this is not for you.
If you consider, as a CEO, that CX is the next battle ground  for you to step in, to beat your competition, please read this post.

Dear CEO,
Did you know you should be the jealous and exclusive owner of this strategic and cultural transformation of  your company that is Customer Experience?

My point here is to simplify and share with you the set of attitudes and decisions you should pay attention to in this context.
First and foremost  let us see the way you connect with people in your company. As a C level manager and as you thrive to make your brand visible to the world, you should put the exact same kind of energy connecting with your team.

If your commitment is seen by your people and if you keep communicating with them, they will convey the same level of engagement and interest to your customers. Why? Just because they will chose to be happily aboard, they will respect your decisions as management, they will promote the products or services and be supportive of the tools, policies and procedures.When top management connects with the team, the latter finds a meaning daily and translate it into exceptional service quality and tremendous engagement. Lire la suite