What Exactly Is Customer Experience Management?
By Graham Hill, CACI Customer Solutions Group... go here>


Knowledge at the Point of Action - Six Ways to Make Sure Your Customers Love Your Company
This white paper offers six field-proven best practices for delivering a great customer experience across the customer lifecycle. Companies that implement these best practices have happier customers, build stronger brand identities, and can beat competitors who charge less or even have a slighting better product... go here>

Achieving Excellence by Listening to Customers
Written by Karen Simmons. Yokohama Tire’s Consumer Affairs Contact Center attained world-class performance through excellent relationships with its customers and being very receptive to their changing needs. Manager Karen Simmons recounts the steps involved… go here>

Handling Complaints
We all want to be able to handle customer complaint and resolve them effectively. We have found an article is a good reminder of how to handling customer complaints and it uses an easy 3 step process, acknowledge, apologise and then tell them how you are going to resolve issue. To find out more… go here>