Welcome to Questar/CEM’s new blog. Our intent is to keep our clients, partners and staff updated on new and interesting issues in customer experience management.

One of the great challenges in effectively managing the customer experience is that it has to be attended to everyday, by every employee, at every location. Consistently maintaining any type of effort over time is one of the most daunting tasks a company or person faces. We all know it is necessary to eat vegetables every day for a healthy diet, but how many of us are deliberate about it? Every company knows it needs to focus on customer satisfaction every day. Even though managers realize that it only requires a little reflection to remember a dissatisfying shopping or service experience, how disciplined are they at giving the customer experience ongoing, deliberate attention?

We will use this forum to post our ideas for keeping customer satisfaction fresh and relevant. We also invite you to send us your ideas for sharing with this community.

I look forward to hearing from you.

Now, I’m off to eat my vegetables…

Tom McGoldrick