Customer Experience Management：A Revolutionary Approach to Connecting with Your Customers

InCustomerExperienceManagement,renownedconsultantandmarketingthinkerBerndSchmittfollowsuponhisgroundbreakingbookExperientialMarketingbyintroducinganewandvisionaryapproachtomarketingcalledcustomerexperiencemanagement(CEM).Inthisbook,SchmittdemonstrateshowtoputhisCEMframeworktoworkinanyorganizationtospurgrowth,increaserevenues,andtransformtheimageofyourcompanyanditsbrands.Fromretailbuyingtotelephoneorders,frommarketingcommunicationstoonlineshopping,everycustomertouch-pointofferscompaniesanopportunitytomaximizethecustomerexperienceandestablishabondthatwillneverbebroken.CustomerExperienceManagementintroducesthefive-stepCEMprocess,acomprehensivetoolforconnectingwithcustomersateverytouch-point.ThisrevolutionarymarketingguideprovidescasesofsuccessfulCEMimplementationsinawidevarietyofconsumerandB2Bindustries,includingpharmaceuticals,electronics,beautyandcosmetics,telecommunications,beverages,financialservices,andeventhenonprofitsector.Amust-readforseniorexecutives,marketingmanagers,andanyonewhowantstodrivegrowth,increaseincome,andspurorganizationalchange,CustomerExperienceManagementdemonstratesthepowerofcollectingtrulyrelevantcustomerinformation,developingandimplementingwinningstrategies,andmeasuringtheirresults.