CEM Toolbox: Taking Action

What's the next step? How do we put everything we've heard and learned to good use?

This is the last post for my CEM Toolbox series about tools for the CX Framework. In this post, I write about some of the tools you'll need in order to execute. It's time to put it all to work and to determine your relative level of progress and success over time.

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CEM Toolbox: Employee Experience

Have you considered that employees are a tool in your CEM Toolbox?

Continuing my CEM Toolbox series, which follows my CX Framework and builds out tools to facilitate the framework, the next stage is all about focusing on the employee experience.

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CEM Toolbox: Making Sense of Your Data

How do we take all the data we have and make some sense of it?

Continuing my CEM Toolbox series, today I'm sharing some tools to inventory and to bring your disparate data and data sources together in one place, to facilitate achieving that single view of the customer.

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CEM Toolbox: Defining Your Customer Experience

I originally wrote today's post for Delight's blog on May 9, 2013.

In my previous post, I talked about the tools that you’ll need to facilitate the first step of your VOC strategy, Setting the Stage.

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20 Useful Tools

A collection of assorted tools that make my work easier:

1. Instructions for adding bookmarklets to Safari on iPad

2. - bookmark pictures you find online via a browser plug-in; no sign-ups required

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8 Tools for Online Reputation Management (ORM)

by: Yann Gourvennec

Managing one’s online reputation has become a must. It is absolutely unthinkable for anyone who wants to make a professional appointment to leave a photograph on one’s facebook profile in which he or she is holding a glass of champagne and assuming weird poses (and God knows I came across quite a few counter examples).

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How to Use Twitter as a Twool

by: Guy Kawasaki

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Good PowerPoint Design - a Strategic Business Tool

by: Alexander Osterwalder

Have you ever "sold" a business project to your management or a venture to a financier? Did you ever happen to use PowerPoint or a similar presentation tool? Probably yes. Well, how much time did you invest in your slide deck? Were your slides beautiful?

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open source vs open APIs

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NPS - what is it REALLY good for...

To follow up my previous post on the Net Promoter Score (NPS) being under fire, I would like to engage the readers of this blog in a discussion on the use and value of the NPS in itself. I will be listing some (rather random) thoughts and musings on the NPS to get your insights and ideas.

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