I’m amazed at the % of companies today that have limited if any focus on retention of existing clients. Sure most large enterprises have a “Chief Customer Officer” or VP Customer Service but when you peel back the layers of the onion in these org’s you find a particularly scary realization… there is no focus on customer experience…and IF there is it’s an annoyance to the company to manage and control John Q public’s opinions expressed. The good news is that some companies today are begining to realize the imrtance of immediate customer expressions and reacting to them. For the others I thought it would be good to give a small schtick on CEM and what it is.

First, let