Customer Experience Management (Cem)

Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context.Analysts and commentators who write about customer experience and customer relationship management have increasingly recognized the importance of managing the customer's experience.
Posts about Customer Experience Management (Cem)
  • What the Financial Sector's Renewed Focus on Customer Service Can Teach Marketers

    … that customers now have more power and influence than ever. Here are some stats that back this up. Recently, Forrester Research's Customer Experience Index revealed that Customer Experience Management (CEM) leaders outperformed the market average on the S&P 500 index by nearly three times, and CEM laggards not only underperformed on the average…

    MarketingProfs- 10 readers -
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