CEM- Building Customer Experience

CEM- building customer experience 1
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CEM- building customer experience 2
Contents
Emerging concepts and practices that underpin the customer experience.................................3
Improving customer experience.................................................................................................4
References..................................................................................................................................6

CEM- building customer experience 3
Emerging concepts and practices that underpin the customer experience
Gaining a good customer satisfaction is an asset for any organization. It requires immense
efforts and practices to construct a customer-organization relationship. This is achieved by
implying a unique customer experience management strategy. The focus on existing
customers opens pathways for the new customers too (Trini & Salim, 2018).
The important CEM strategy is to understand what the customers want. Once, you are aware
of their tastes and needs, it is comparatively easier to strengthen the customer relationships.
In today’s scenario, the companies are more focussed on what they are delivering instead of
how they are delivering. Taking this protocol, they aim to enhance their business (Dutta,
2015).
Customers of today want an efficient, technology updated and distinctive product, and the
companies are trying hard to streamline their product quality and enhancing customer
experience. Various concepts and practices can be implemented to boost the customer
experience. The prime practice for any organization is to understand the TCCE, i.e., town
centre customer experience, according to which it is essential for any company to keep a
record of its potential retailers and dealers in the market, the quality of product and the
manner in which they are being delivered (Joshi, 2014).
Research should be done on the quality and quantities of the product. Also, what
motivates the customer to visit the store and buy the product and its desire to revisit clarifies
the tastes and needs of the customer which need to be fulfilled under the CEM strategy.
Managing the touchpoints of the customer will not only build loyalty towards the product but
also create an impact in enhancing the economy of the company. Under the CEM strategy,
the organization needs to focus on multiple areas to develop a healthy customer interaction.
The strategy excels in constructing healthy relations with its customers. Also, gathering
relevant feedback about the product is essential. The company can then focus on the key
areas of improvement and deliver a better-quality product in the future (Mehta, 2016).