Customer Experience Management is the strategic process of seamlessly managing your relationship with your customers across multiple touch points, all to drive higher levels of loyalty from them. In essence, this translates into providing what your customer wants, delivered when and how they want it.
In practice, the process is much more complex, involving multiple channels, multiple products or services, and multiple touch points, all delivered in a completely integrated way. This is essential if you are to translate your customers into true advocates for your brand – the ultimate test of loyalty.