Customer Experience Best Practices

Profits as the purpose of a business is a misnomer — every organization, and every job, exists to serve a customer need
— and profits are a necessary and desirable byproduct of meeting those needs both effectively and efficiently.
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Customer Experience


Customer Experience includes all of the steps a buyer takes to get and use a solution from the time of the buyer's realization of a need until the buyer deems the need no longer exists.

Customer Experience Management is company-wide dedication to serving buyer needs from the buyer's perspective. CEM is a composite of customer management efforts.

Customer Experience Optimization is company-wide alignment with buyer priorities to grow both revenue and profit naturally.

Best Practices Study