How to define CEM (Customer Experience Management).docVIP

 PAGE \* MERGEFORMAT 6 How to define CEM (Customer Experience Management) Life is an experience - whether it is personal life or social life, leisure time, or whether it is busy work. Contemplate your life, love, work and entertainment, from the daily monotony to the critical juncture of life and death, whether you like it, you go through, day after day, year after year. Some experience is created by your own, such as ‘thinking’, some of the common experience is you and others a masterpiece, such as ‘falling in love’, and some experience is coming from outside, such as ‘to enjoy the happiness of Disney theme park’. Composed of all the experience of your life. Time is a tool to pass, if you think that time is precious, then the experience is priceless. As a consumer you will naturally look to bring you ‘comfort and cozy’ experience of the brand, not just in order to save time, or convenience. CEM is about the perception CEM is about perception. As a marketing director, if we know that consumers are looking for ‘feel good’ experience, how to create or even to replicate these experiences? When, where, and how often? Satisfaction is no longer a reliable standard one, through interviews, surveys, focus groups, observation or application of advanced technologies, such as RFID2 to listening to our customers could help identify more of the information, but all these attempts to understand the true thinking of the means of the intrinsic only the external expressions from the customer to obtain. If the customer does not tell you their true feelings, and even they do not know And how? Regardless of whether you believe that the customer’s purchase option is almost controlled by the subconscious. Nobel Prize winners, the psychologist Daniel Kahneman have said, we can only remember the experience of two things: peak (best or worst) and the final moments, these memories led directly to the next purchase decision. The experience is good or bad experience, or proportion of