Customer Experience Management (CEM)

By: A Staff Writer

Updated on: Jul 19, 2024

What: Deliberate design and management of all customer interactions to improve loyalty and maximize satisfaction.

Who: Evolved over time, not a single inventor. Increasingly important due to technology.

Why: Differentiates entrepreneurs, as outstanding experiences are often more important than price.

When: Not just a project, but an ongoing mindset. Every decision should factor in customer impact.

How:

1. 1. Start by journey mapping (see previous frameworks!)
   2. Identify pain points and delight points.
   3. Develop a cross-functional strategy for improvement.