Customer Experience Management
The strategies and processes used to manage the overall experience of customers with the company, especially during the sales process.
Implications
The practice of designing and optimizing the customer experience across all touchpoints, ensuring that customers have positive and consistent interactions with the brand, often involving feedback loops and continuous improvement.
Example
Example: A retail company implements customer experience management by using customer feedback, mystery shopping, and analytics to continuously refine and enhance the in-store and online shopping experiences.
Related Terms
Different from customer relationship management (CRM), which focuses on managing customer data and interactions, customer experience management is about shaping the overall experience at every touchpoint.
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