Customer Experience Management introduces the five-step CEM process that managers can use to connect with their customers at every touch-point. It provides cases of successful CEM implementations in a wide variety of consumer and B2B industries. These cases demonstrate how CEM offers powerful solutions for virtually any type of business challenge and enables managers to: gain original insight into the customer's world, develop an experiential strategy platform, create a unique and vivid brand experience, provide dynamic interactions at the customer interface, innovate continuously to improve customers' lives.
Schmitt, Bernd. Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers.. New York: Wiley, 2003.
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