Monday, June 9, 2014

Customer Experience: The Only Sustainable Differentiator

Experience Management Creates Sustainable Competitive Advantage

If customers, employees and partners don't grade all touch points as an A, your company will never be the best it can be.

Do Customers Experience An Excellent Journey Through Your Touch Points?  A missed opportunity occurs when you tap your core competency to produce an excellent product or service, but disappoint your buyer somewhere along their customer experience journey.

Does Employee Experience Drive An Excellent Customer Experience?
  • Are they rewarded for CEM results?
  • How does the partner experience rate?

Do Company Leaders Set A CEM Example?
  • Do they understand the touch point inventory?
  • Is CEM designed into processes?