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WHAT IS CEM?
What is Customer Experience Management Consulting?
(And what does every CEO need to know about a bowl of lukewarm soup…)
Customer Experience Management is a relatively new term with a number of different interpretations in the marketplace. Our view of Customer Experience Management, however, is quite simple. Every time a company and a customer interact, the customer learns something about the company that will either strengthen or weaken the future relationship and that customer’s desire to return, spend more and recommend. LRA's customer experience management consultants identify each of these “moments of truth,” ensuring that the company and its people are aligned across all of these “touch points” to best serve the customer... based on what is most important to that customer.
Most businesses spend the bulk of their brand-building dollars advertising their "brand promise" to customers prior to purchase. Fewer companies put the time, thought or resources in place to ensure that brand promise is effectively adopted by the workforce internally and delivered across all of the “touch points” where the company interacts with that customer. At LRA, we help “operationalize” the brand, turning brand promise into operational reality and inspiring employees to believe in and “live” the brand and company they represent. Serving as an internal branding company, LRA helps align the public brand promise to the internal brand messaging, all to benefit the customer experience.
We know that companies need effective advertising and marketing campaigns to drive customers to the door. Once there, the future of that customer relationship will be based solely on the quality of that customer experience. It's easy to make promises. It's much harder to deliver on them. Our Customer Experience Management consultants ensure that the brand promise is delivered, consistently and flawlessly, at each “moment of truth.”Customer Experience Management Provides ROI
The results of a CEM program don't simply show up in the smiles of
happy customers or in higher levels of customer satisfaction - they
show up in the bottom line as well. Some of the metrics LRA carefully
tracks to gauge the economic effectiveness of a CEM engagement are:
- Customer Visits
- Customer Spend
- Customer Retention
- Customer Lifetime Value (CLV)
- Market Share
- Employee Turnover
- HR/Training/Recruiting Costs
- Marketing and Sales Costs
- Acquisition Costs per Customer
Would you like us to contact you about Customer Experience Management?