Comments on: The core of a customer experience program http://www.thecorporatewoman.org/2010/07/the-core-of-a-customer-experience-program/ Why choose failure, when success is an option? Sat, 23 Apr 2011 08:14:59 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Tabitha http://www.thecorporatewoman.org/2010/07/the-core-of-a-customer-experience-program/comment-page-1/#comment-300 Tabitha Thu, 29 Jul 2010 19:33:56 +0000 http://www.thecorporatewoman.org/?p=215#comment-300 Hi Clint - welcome! I agree with your thoughts. In my experience, how the program is designed and implemented varies. Certainly the program I designed for Philips Healthcare and the one for Citrix Online are each different - tailored to the needs, challenges and the market. I look forward to your input along the way and it's great to connect. Hi Clint – welcome! I agree with your thoughts. In my experience, how the program is designed and implemented varies. Certainly the program I designed for Philips Healthcare and the one for Citrix Online are each different – tailored to the needs, challenges and the market. I look forward to your input along the way and it’s great to connect.

]]> By: clint carlos http://www.thecorporatewoman.org/2010/07/the-core-of-a-customer-experience-program/comment-page-1/#comment-299 clint carlos Thu, 29 Jul 2010 19:15:27 +0000 http://www.thecorporatewoman.org/?p=215#comment-299 Tabitha, I just came across your blog. This is a great topic, that I think is highly dependent on the context of each company and industry. From my experience designing these types of systems for Fortune 500 companies there are typically 2 major problems with typical customer experience programs: 1. They fail to connect every part of the strategy to measurable business outcomes. 2. They focus too heavily on the logical aspects or mechanics of the relationship, ignoring the holistic effect on customer emotions. Tabitha, I just came across your blog. This is a great topic, that I think is highly dependent on the context of each company and industry. From my experience designing these types of systems for Fortune 500 companies there are typically 2 major problems with typical customer experience programs:
1. They fail to connect every part of the strategy to measurable business outcomes.
2. They focus too heavily on the logical aspects or mechanics of the relationship, ignoring the holistic effect on customer emotions.

]]>