Improving Loyalty a Key Objective for 58.6% of Customer Experience Professionals

Sept. 20, 2011 - PRLog -- In recent times, customer experience management (CEM) has undergone a series of massive transformations as companies increasingly recognise that there is more to satisfaction than simply providing a good product or service.

Faced with highly-penetrated markets, decreased consumer spending and growing internal pressure to cut costs, more and more businesses are shifting their focus from customer acquisition to retention. It is now a widely-accepted principle that measures driving repeat business are invariably cheaper to put in place than programmes to recruit new customers.

Related event –
The Customer Experience Exchange will take place from 29 November - 01 December 2011 at the nhow Hotel, Berlin. For further information please visit: http://customerexperienceexchange.com/, or email enquire@iqpc.co.uk or call +44 (0) 207 036 1300.

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