Customer Experience Management Strategies for Improved Organizational Performance

Customer Experience Management
Name:
Affiliate Institution:
Date:

Purpose of the Presentation
The primary aim of the presentation include;
- Understanding the concept of customer
experience management (CEM)
- Focusing on a specific organization while
applying the CEM concept to improve its
performance
- Developing an effective CEM strategy for the
organization
- Applying perception influence to CEM
delivery

Introduction
 Customer experience is an essential aspect of every
successful business
 89% of global companies and businesses in various
industries are primarily competing on customer
experience
 Outcompeting other companies hence require
companies to deliver better customer experience in
their product and service delivery

Cont..
 According to Hill (2011), companies that focus on
their customers often record an increased annual
revenue as compared to other that only focus on the
quality of products and services they offer. Benefits
include;
 29% greater workforce agreement rates
 Average of 23% decrease in yearly customer
service
 55% greater retention and referral of customers

Definition
 What is Customer Experience Management
(CEM)?
- It is a collection of strategies and processes used by
a company in tracking, overseeing, and organizing
every interaction between the company and the
customer (Hill 2010, p. 4)

Objectives of CEM
 The primary goals of CEM include;
- Optimization of interactions from the perspective
of customers
- Fostering customer loyalty
- Enables easy management of the customers by the
company

Steps to forming a customer centric CEM in the
organization
 To effectively adopt CEM, the company should;
- design a plan or strategy encompassing all the
customer interactions
- have a 360- degree customer view with updated
data on the company accounts
- having an updated system that can connect both the
clients and business
- Personalizing its business through new
technologies (Hardy 2012, p. 5)

How CEM strategy will give the organization
competitive advantages
 Adopting CEM strategy in the organization will;
- Understanding customer perceptions
- Organizing its interaction with its customers
- Emotional analytics will help the company to
gauge the benefits the customers gain from the
company
- It is a method that is relevant to the millennial
generation that form a bigger percentage of the
current business environment.