Customer Experience Management
CEM is a strategy that focuses the operations and processes of a business around the needs of the individual customer. Companies are focusing on the importance of the experience. Jeananne Rae says that companies are realizing that “building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management and CEO commitment.” (2006)
According to Bernd Schmitt, "the term 'Customer Experience Management' represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service."
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Famous quotes containing the words customer, experience and/or management:
“The customer is the immediate jewel of our souls. Him we flatter, him we feast, compliment, vote for, and will not contradict.”
—Ralph Waldo Emerson (1803–1882)
“... no other railroad station in the world manages so mysteriously to cloak with compassion the anguish of departure and the dubious ecstasies of return and arrival. Any waiting room in the world is filled with all this, and I have sat in many of them and accepted it, and I know from deliberate acquaintance that the whole human experience is more bearable at the Gare de Lyon in Paris than anywhere else.”
—M.F.K. Fisher (1908–1992)
“Why not draft executive and management brains to prepare and produce the equipment the $21-a-month draftee must use and forget this dollar-a-year tommyrot? Would we send an army into the field under a dollar-a-year General who had to be home Mondays, Wednesdays and Fridays?”
—Lyndon Baines Johnson (1908–1973)