How do organizations do customer experience management (CEM) well?

When it comes to customer experience management (CEM), we can't talk about it without mentioning Columbia University Business School professor Bird H. Schmidt, whose 2003 book Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers has been hailed as the bible of customer experience management. The title of the book directly points to the centrality of customer experience management: a revolutionary approach to connecting with consumers.

As the name suggests, connecting consumers is at the heart of customer experience management, which can be literally broken down into:

Customers: all customers!

Experience:Every experience for all customers!

Management:Improving and even reinventing the customer experience.

It is therefore necessary to identify the three core modules of customer experience management, including customer journeys and experience touchpoints, experience monitoring and analysis, and experience improvement.

1. Customer journey and experience design:First of all, it is necessary to outline the customer's journey and clarify the various experience touch points that the customer may encounter at different stages, as well as the scenarios, customer feelings and real needs of different touch points. This part is mainly realized through the combination of business process and consumer research. If the enterprise ignores this part, customer experience management will often "count to where it is done", "can not go on from the beginning again".

2. Customer experience monitoring and analysis: Customer experience monitoring is actually the comprehensive collection of customer experience data and analysis of customer needs based on the sorted customer journey. First of all, as long as there is the voice of the customer, we have to find a way to get the data. Whether it is traditional 400 phone customer service, online e-commerce customer service, APP, user community or offline retail/service channels, they are all important sources of customer voice. We need to connect all of this voice data to an omnichannel customer voice platform through smart hardware.

However, it's not enough to hear what customers are saying. We need to know why the customer is saying it and how to solve it. Based on NLP (Natural Language Processing) technology and industry knowledge mapping, we need to dismantle the different types of experience pain and pleasure points in the customer's voice, and explore the causes and firing points of each vulnerable indicator. In the vernacular, we need a customer voice translator that eats customer voice and spits out business management rules.

3. Customer Experience Improvement: Many companies used to do nothing but monitor and control, but have come to realize that analyzing without improving is like "arguing without doing". Companies need to connect the customer experience management system to the business management system, generate real-time improvement plans based on customer experience insights, and push tasks to the appropriate departments to follow up in order to make timely improvements. For example, if there is a serious warning about product quality, the system will automatically assign the improvement task to the quality management personnel in the supply chain department for follow-up.

Moreover, customer experience management is still a long-term project that requires companies to treat it with respect, professionalism, and prudence, and to invest enough patience and determination in order to truly connect every consumer with every experience they have - starting with listening to the customer and ultimately improving the experience.

Is there a difference between an Apple Experience Store and a Store?

The difference between an Apple Store and an Authorized Store.

1. The difference between Apple Authorized Stores and Apple Stores in the door header. In teaching you to distinguish between real and fake Apple official after-sales service point is so simple! In the article we have introduced the difference between Apple authorized stores and stores on the door head. You can do in the Apple repair point query to find the city whether there is an Apple store APPLESTORE. Apple authorized store door signage in accordance with Apple's requirements, there can only be dealers company name + small Apple logo + authorized dealer logo, and absolutely can not appear on the door of the head of the Apple, retail, franchise, experience stores, experience centers, etc., these are authorized storefront. The non-authorized stores in order to operate convenient, often written Apple franchise, Apple authorized stores, Apple experience stores and other words, in fact, the general public think that these are authorized stores, but the fact is just the opposite. A proper authorized store should look like this. And the door head of the Apple Store usually simply hangs a large APPLE, APPLESTORE. there is no introduction of any words. It's just there!

2. Apple authorized stores and Apple stores in the city choice of the difference I believe we all know that not all cities have Apple stores, so which cities have Apple stores? In the domestic north, Guangzhou and Shenzhen and the provincial capital city will have the Apple Store. Other cities are generally Apple authorized stores.

3. The difference between the Apple Authorized Store and the Apple Store is the difference between the facilities and environment in the Apple Store: it is the authentic AppleStore, the Apple Store. Authorized store: generally is authorized after-sales maintenance institutions, and join a nature. Authorized points are authorized to be authorized sellers, but the signboard logo also needs to be made according to the provisions of Apple, indoor furnishings and furnishings of the software is also required. Directly operated stores are stores managed directly by Apple, and are standardized in all aspects. Directly-managed stores are designed by Apple itself, and Apple's demo samples are more adequate and more convenient for customers to experience. The authorized stores will not be as complete on top of the demo samples in order to save costs.

4. Apple authorized stores and Apple stores in the difference between the price of products in the quality of Apple products Apple authorized stores and Apple stores are the same, but the store's inventory is the most abundant, but in terms of price, stores are basically in accordance with the official website pricing, while the authorized store products will have a different magnitude of concessions, such as the State United States, Suning and so on.

5. Apple authorized stores and Apple stores service attitude difference Apple store employees are selected through layers of screening out of the best talent, while Apple authorized store employees are selected by its franchisees to interview their own choice, although Apple will also be authorized store employees have certain requirements, but think about it all know that you may require a third-tier city repair store staff familiar with the English language? Specialty stores have evaluated the service attitude of their employees, but authorized stores are unknown. So to enjoy high quality service, of course the Apple Store is better.

What does a cell phone store do?

A cell phone experience store sells cell phones. Such a store is mainly to put some different brands and formulations of cell phones put out, so that customers can experience a different price different formulations of cell phone use of the smoothness of the phone, the phone function performance, etc., so that you can be more intuitive to determine which cell phone to buy, the price of the high formulations of the phone or a big advantage