In my previous blog post, I told you that I would next discuss where the Total Customer Experience (TCE) program is headed in 2014 and beyond – including how we will use predictive analytics to drive innovation and transformation on behalf of our customers. However before I could get that post written, I received some great news that I just had to share with you first: EMC has won the 2013 Temkin Group Customer Experience Excellence (CxE) Award!
The Temkin Group is a customer experience research and consulting firm devoted to helping large companies build customer loyalty. EMC has won this award for the second year running, an accomplishment that speaks to the focus our company places on the customer experience. This award also comes on the heels of EMC being recognized by TSIA with two 2013 STAR Awards.
Many people at EMC can rightly claim a share of this award. Our senior management has made providing the industry’s best total customer experience a top priority, and given us the tools we require to accomplish that goal. Through the Total Customer Experience program we gather feedback from our customers and partners throughout every step of their journey with EMC. Our analysts mine the data and clearly identify the improvements that would do the most good. Then our team uses proven Lean Six Sigma methods to come up with the best business solutions.
The Temkin Group recognized our process for continually improving customer and partner experience and how our leadership is engaged in the program.
This accolade gives us a sense of pride in what we’ve already accomplished. It also makes us all the more determined to continue improving our products, services, and delivery so that our customers will always get the excellent solutions they need and deserve.