Page 30 - Yellow Belt Six Sigma

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.

• One example of CEM in action is the online retailer Zappos. Zappos has built its

business on a culture of providing excellent customer service and creating

memorable customer experiences. Zappos uses a variety of CEM techniques,

such as personalized recommendations, easy returns, and 24/7 customer

support, to make shopping with the company a seamless and enjoyable

experience

• Zappos also empowers its employees to go above and beyond to create

exceptional customer experiences.