Remember Smokey the Bear? This mascot of the United States Forest Service educates the public about the dangers of forest fires. His memorable slogan is, “Only YOU Can Prevent Forest Fires!”
Similarly, when dealing with customer experience management (CEM) and customer engagement, it may seem that all you do is put out fires. You find out about a customer experience problem, and you fix it. Then it happens again—an endless and reactive cycle of tracking and eliminating customer experience....