Jenny Belser

Jenny Belser is director of Enterprise Performance Systems at Quaero. Reach her belserj@quaero.com.

Most Recent Articles by Jenny Belser

Customer experience management in the age of social media

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Customer experience management starts with an understanding of a customer's perception of their interactions with an organization. With the proliferation of social media, creating a program to effectively manage the customer experience is more complex than ever. Customers have a lot of choices on whether, how and where they interact with your organization and how they get information about products and services. How you respond to these choices determines the customer experience, which in turn defines brand experience and brand equity.

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