CEM can improve customer retention

CEM can improve customer retention ? A 5 percent profit increase customer loyalty by 25 to 95 percent. The greater the loyalty of customers, employees, suppliers and shareholders, the greater the profit. This is the wisdom of experts has been the nature and importance of customer loyalty. But in a world of products and services commoditization timelag between imitation and innovation declines, as organizations may differ by loyalty? The answer is Customer Experience Management, with the creation of a? Emotional reactions and connections with the products and brands tha are difficult to build any other way? . In practice, marketing is not only the uniqueness of 4 hp and more on how customers feel about you through the emotions provoked by the customer experience. You need this surprising, or is a long time? After all, a dictionary definition of loyalty refers to it as? Feeling or attitude of the facility devoted affection? . Looking at the results of the services sector, the Market Metrix Hotel Index shows the link between loyalty "emotions", customer satisfaction and said the price? Experience the hotel product and services?. "The guests, the experience of emotions on loyalty midscale hotels feel these emotions, and they pay on average $ 10 or more. If you do not feel these emotions, paying only $ 3 more'A recent Gallup poll revealed that:? More than a month, customers were emotionally spent in a supermarket for more than 46 percent of buyers were satisfied, but is not an emotional attachment? For the New York supermarket Wegmans this emotional attachment leads to the customer experience and the personal view of the Wegmans deal with consumers in a friendly manner.Managing better and the customer experience right to the emotional response to the loyalty is more as the price or the right product and don? t expect satisfaction enough. For example, joy and anger have been identified, such as emotions, which may be associated with a better understanding of the emotions and customers loyalty.So look at your customer experience and the overall question of what are the emotions and valuable, harmful, or potentially re - structured in such a way as to induce a loyalty experience.By Colin Shaw In addition Philosophy? Search Code Federico Reicheld Evolution of the Service Economy and experience, Professor Voss, 2004,   That evokes emotions, Barsky and Nash, 2002 The price of loyalty National Petroleum News, March 2005 Schneider and Bowen, Sloan Management Review, 1999Colin Shaw is the founder of the other side of the philosophy and the guru of the Customer Experience Management. He also has two successful books on the experience, customers are now on the market. His first book, Building Great Customer Experiences in just spent eight weeks on a third reprint in paperback. Colin, the second book will revolutionize your customer experience in September 2004 and as a Bible in the management of business customers worldwide.