Customer Experience Management (CEM)
Customer Experience is the sum of all the interactions a customer has with a company's brand during his/her customer lifecycle, and it has become the new critical differentiator and driver of business value that organizations apply in order to create a sustainable competitive advantage.
Customers want highly personalized and engaging experiences that will develop into relationships. Companies need to provide them with exceptional experiences before, during and after their purchase, across all channels, exceeding their expectations on critical touch-points in order to differentiate.
We provide recommendations for innovative customer-centric programs as well as educational plans that inspire and empower employees to deliver great experiences at every touch point. At the core of our methodology is the goal to help our clients create new value, differentiate and improve their value proposition by providing consistently excellent Customer Experiences.
CEM focuses on emotional engagement with customers (both external and internal) asking for example the following questions:
- Do we amaze our customers by anticipating and fulfilling their needs and wants?
- Do we really transmit the high value of our brand?
- Do our customers perceive the value proposition of our products and services?
- Do we connect with the people behind our external and internal customers?
It helps to return to the simple and essential - less is more - and measure the results with a control panel to show that CEM is profitable and leading the way in the future.