Syed's Customer Experience Blog

Should you focus on managing customer value or customer experience

Here is a piece that I wrote about 18 months ago (pre blog) looking at the challenges for companies that continue to focus on customer value management in a world where all their customers high value or low value are probably networked together. In today's network economy company that try to deliver better service to only high value customers and attempt to "fire" low value customers run a massive risk of destroying their brand reputation.

check it out after the jump. Manage customer value or customer experience?

Welcome

As someone that has been working on helping companies improve their customer experiences for over 10 years, I decided it was high time that I started a blog to share some of the my views on what is working and not working when it comes to improving customer experience in today's large businesses.

Just to be clear, I am not another self proclaimed expert or guru jumping on the Customer Experience bandwagon. I have spent the last 9 years building the best customer experience management software company in the world, ResponseTek Networks Corp, with a group of incredibly talented and passionate individuals. Our software is used by some of the world's biggest and best companies, I therefore have the privilege of seeing some of the best and worst practices first hand.

This blog is going to focus on my personal opinions and experiences around what works when it comes to improving your customer's experiences.