CEM – Customer Experience Management

Today's business need for future sustainability demands providing positive customer experience in offering quality products and services.

Differentiating by product offering and service quality is no longer sufficient to sustain in the current competitive market. Today, while buying a television, do we ask for a remote control separately or it comes by-default with the television? Similarly, 'service' and 'quality' are default and are a must factor for any business. Worldwide, the business ecosystem is demanding highly differentiated and branded customer experience to build a loyal and profitable customer base. Therefore, the customer experience will determine the business's success in the long run.

So what differentiating factors do you have that your competitors don't?

What does the customer perceive about you?

Do you have an edge to provide high quality customer experience?

We can help you create and implement a positive Customer Experience Management solution that complements your business operation with increased customer loyalty, retention, improved service quality and profitability.

To deliver superior customer experience does not require a mere change in administration and business process. You need a customer focused management concept called Customer Experience Management. Customer Experience Management (CEM) is a process of strategically managing a customer's entire experience with a product or a company (Schmitt, 2003). CEM is an integrated approach of managing customer experience while interacting with your environment, products, services, and employees.

  • Step - 1

    The first step is to analyze the experiential world of the customers that provides customer insight

  • Step - 2

    Building experiential platform for your company and brands. This platform helps develop a positioning strategy for a company, product or brand. It is a strategic connection between analysis and implementation.

  • Step - 3

    Designing the Brand Experience. Once the experiential platform is decided it must be implemented in the brand experience – this includes all the static elements that a customer will come across -the product, logo and signage, packaging, brochures and advertising.

  • Step - 4

    In step-4 experiential platform is implemented in customer interface.
    Customer interface is dynamic and interactive. This includes all types of dynamic exchanges and contacts points with customer.

  • Step - 5

    The final step is to engage customer in continuous innovations.
    These innovations must be planned, properly managed and marketed to improve customer experience.


Patient Experience Management

Telecom and Banking Financial Services and Insurance Call Center Experience

Higher Education Experiential Study