Page 40 - Six Sigma Yellow Belt
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Customer Experience Management (CEM)









                              • Customer Experience Management (CEM) is a business strategy that

                                 focuses on optimizing the customer experience at every touchpoint in

                                 a customer's journey with a company. CEM aims to improve customer

                                 satisfaction, loyalty, and advocacy by providing a positive and


                                 consistent customer experience across all channels and interactions.


                              • Apple's CEM strategy is built around a customer-centric approach, with

                                 a focus on understanding and meeting the needs of customers. The


                                 company is known for its sleek, user-friendly products and its

                                 commitment to providing excellent customer service.
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