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

FOR IMMEDIATE RELEASE
(Free-Press-Release.com) August 10, 2011 -- 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.

With this in mind, CEM professionals are waking up to the fact that, to succeed amid intensifying competition they must build long-term bonds with a loyal customer base. A recent Customer Management IQ survey, conducted ahead of the Customer Experience Exchange 2011, revealed that encouraging loyalty was currently a main objective for almost two-thirds of customer experience managers.

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The Customer Experience Exchange 2011 will be hosted from 29th November – 1st December in Berlin, Germany. For details, please visit: www.customerexperienceexchange.com, call freephone: 0800 652 2363 or email: enquire@iqpc.co.uk.

CEM     consumer spending     customer acquisition     customer experience     customer experience management     Customer Experience Manager     customer recruitment     customer retention