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 […]
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 […]
“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 […]
