Page 46 - Yellow Belt Six Sigma
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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.
