Innovation: Customer Experience – The Marriage of Marketing and Business Process

Innovation: Customer Experience – The Marriage of Marketing and Business Process
Aside from being highly successful online retailers, what do Amazon.com, Land`s End, e-Bay, and Barnes and Noble have in common? They have all embraced the principles of Customer Experience Management (CEM). Using numerous anecdotes from actual company narratives, Victor Howard brings the tenets of CEM into focus. If you`re interested in knowing the steps to successful branding and beyond, read Victor`s brief course in Customer Experience Management.

Victor Howard

Victor Howard

Victor Howard is Sr. Director of Marketing and Customer Care for Gexa Energy. Victor has more than 18 years experience delivering large-scale customer-centric business transformation, institutionalizing the use of analytics in decision-making, improving business with BPM and Six Sigma, and deploying best-in-class strategies and capabilities for customer loyalty marketing, demand generation, and marketing process management. Prior to joining Gexa Energy, he held marketing, operations and consulting, leadership positions with The North Highland Company, Hewlett-Packard, Chase Manhattan, and May Company Department Stores. Victor holds a B.B.A. in Marketing from Texas A&M University and a M.B.A. in Marketing from University of St. Thomas. Victor can be contacted by email at victor.howard@yahoo.com or on his Ideas-to-Action blog at http://victorhoward.typepad.com.
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