Marketers’ job is to apply Customer Experience Management very systematically-
STEP No 1
Analyze the experiential world of customers
• Get to know customer needs, wants and lifestyles
STEP No 2
Build the experiential platform
• Connecting strategy and implementation
• Connecting customers expectations
STEP No 3
Design brand
STEP NO 4
Structure customer interface
• All intangibles such as ordering, delivery, attitude behavior
STEP NO 5
Continue experiential innovation
• Anything that can improve customer’s own viewpoint on your products and
services.
CEM accepted purpose is to enable organization to better service through Introduction of reliable processes
and procedures for interacting with customers
by abbi
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