Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers.
Customer Experience Management introduces the five-step CEM process that managers can use to connect with their customers at every touch-point. It provides cases of successful CEM implementations in a wide variety of consumer and B2B industries. These cases demonstrate how CEM offers powerful solutions for virtually any type of business challenge and enables managers to:
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.
Schmitt, Bernd. Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers.. New York: Wiley, 2003.
Place: New York