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Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

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SCHMITT demonstrates how any organization can use customer experience management (CEM) to spur growth, increase revenues, and transform the company image and its brands.

This revolutionary guide introduces the five-step CEM process that you can use to connect with your customers at every touch-point.

  • 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