Author
|
Shaun Smith |
Key Function
|
CEM+ is designed to provide top executives
with a solid understanding of how
customer experience can be used to
create competitive advantage and differentiate
your organization in the market.
|
Summary |
The purpose of the CEM+ survey is identify the critical few expectations that are common to your most profitable customers. This helps to define your brand strategy, craft the brand promise and refine the overall customer experience. The purpose of usage or life style segmentation is to fine tune outbound communications and product development to appeal to the interests of specific consumer groups. This is important but tactical in nature.
|
| Principles |
5 principles:
|
| Features |
The CEM+ methodology is composed
of a comprehensive assessment process
and a two-day workshop. The CEM+ methodology
consists of:
- The Customer Experience Assessment
Survey
- The Customer Experience Design
- Creating an organization that
can deliver and sustain a customer
experience
|
| Benefits |
|
Language Availability
|
English, Finnish and Estonian |
