What is (CEM) Customer Experience Management?

Generating, maintaining and increasing customer base is the prime contributor in continuous positive revenue generation. The power of customer marketing and brand promotion through word of mouth is being now advocated by industry giants. However, to actually convert an incoming customer into a brand ambassador requires deliberate and diligent efforts. Customer Experience Management provides the framework for interacting with customers to fulfill, rather exceed, their expectations, satisfaction, loyalty and thus advocacy.

Customer Experience Management initiates a step wise organization wide process change leading to a ‘Customer Centered’ approach. Customer Experience (CX) is everything that a customer feels while interacting with the organization. It involves every step of the way from starting to know the brand till becoming an actual brand promoting loyal customer. Customer Experience Management aims to better this complete experience and ensure that the brand delivers on its promise. It is all about understanding what customer wants, what can be done to deliver it and how to continuously improve the ‘customer journey’.

How it works?

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JunaidTariq | JunaidTariq.com