What is Customer Experience Management?

Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer life cycle. The goal of CEM is to optimize interactions from the customer's perspective and, as a result, foster customer loyalty. Customer experiences include not only interactions through traditional channels, such as purchases, customer service requests and ...

Why Manage Customer Experience?

By 2020, customer experience will overtake price and product as the key brand differentiator. Customer experience is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle. From Brand building perspective, managing customer experience is THE most important element to create a sustainable and profitable brand. ...

The three Cs of customer satisfaction: Consistency, consistency, consistency

The three Cs of customer satisfaction: Consistency, consistency, consistency
"Sustaining an audience is hard,” Bruce Springsteen once said. “It demands a consistency of thought, of purpose, and of action over a long period of time.” He was talking about his route to music stardom, yet his words are just as applicable to the world of customer experience. Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally powerful, especially at a time when retail channels are proliferating and consumer...

Customer Experience’ Is Today’s Business Benchmark

Customer Experience’ Is Today’s Business Benchmark
Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for the buck, and the best customer service. Now all we hear about is providing the best “customer experience.” Exactly what is that customer experience that every modern marketer is talking about, and how do you measure it? A recent article in the Harvard Business Review “The Truth About Customer Experience” defines it as your customer’s end-...

Working process

Having Lean Six Sigma Green Belt practitioners in the management team, we always try to put our learning into work... based on the merit of the project of course! This is how we work: 1. Define: To improve, I need to have a clear idea about myself first! First of all, we talk with you and clearly articulate the business problem, goal, potential resources, project scope, and high-level project timeline. This information is typically captured within proje