Understanding Customer Experience Management
Five Key Elements of a Comprehensive Approach
While surveys are a critical element of CEM, a comprehensive program also includes vital components to help you understand your customers’ journey and identify where you are delighting your customers and where you are falling short. If you think CEM is periodic customer satisfaction surveys, think again! Our ebook explains the five key elements and how they work together to drive improvements in processes and employee behavior—to positively impact brand loyalty.
Download our ebook to learn about:
- The value of loyal customers and the cost of acquiring new ones
- The role of the customer journey and Net Promoter Score® in CEM
- How an NPS-based CEM program can positively impact growth