How have you been coping with your efforts at trying to design and react to customer interactions in order to meet or exceed customers’ expectations and, hence, increase their satisfaction, loyalty, and advocacy? It’s certain that without customer experience management (CEM), you must be doing a very poor job at that. Since having a competitive advantage in the face of the very stiff competition in the global market entails that you have a good grasp of your customers’ conscious and subconscious perception as well as their relationship based on all their interactions with your brand during their life cycles, you must focus on the report by Havard Business Review that 84 percent of customers said their expectations weren’t even met how much more of being exceeded in their last customer service experience. Customer experience management (CEM) is not just about serving your online customers, it’s definitely much more than that. You can’t stop at ordinarily knowing where your customers shop and believe you’ve got it. CEM is about knowing your customers thoroughly to the extent that you can go about creating and delivering personalized experiences that will entice them to not only remain loyal to you but also to become…
