Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
SCHMITT demonstrates how any organization can use customer experience management (CEM) to spur growth, increase revenues, and transform the company image and its brands.
This revolutionary guide introduces the five-step CEM process that you can use to connect with your customers at every touch-point.
Gain original insight into the customer's world
Develop an experiential strategy platform
Create a unique and vivid brand experience
Provide dynamic interactions at the customer interface
Innovate continuously to improve customers' lives