Customer Experience Management
Provide great customer experience…
Create loyal brand advocates
The purpose of the CEM+ is to identify the critical few expectations that are common to the most profitable customers. This helps to define a brand strategy, craft the brand promise and refine the overall customer experience. The purpose of usage of life style segmentation is to fine tune outbound communications and product development to appeal to the interests of specific consumer groups. This is important, yet tactical in nature. CEM+ is designed to provide top executives with a solid understanding of how customer experience can be used to create competitive advantage and differentiate the organization in the market.
Objectives & Benefits
Enables Client Companies to:
- Understand what makes a great customer experience
- Evaluate their current customer experience
- Define a differentiating brand promise and customer experience
- Develop an action plan to enable their company to sustain its promise
The 5 Steps of CEM
01.Identify your most profitable target customers
CEM+TM shows you what keeps your customers loyal and turns them into brand advocates
02.Define what your customers value
The CEM+TM survey assists you in determining whether you meet your customers’ expectations.
03.Redefine your brand promise
CEM+TM refocuses your brand promise so that it provides value to your customers.
04.Define the customer experience
CEM+TM identifies the key customer touchlines within your business then pinpoints which processes, people and products need to be improved to deliver the desired optimal customer experience.
05.Deliver a customer experience that sustains customer loyalty
Customer values are not static. CEM+TM helps you create the right environment to succeed & continue to provide value.