Steering the customer experience

Customer Experience Management (CEM) is a pragmatic way to help your organization become more customer centric through understanding and acting upon the customer’s needs. Michael Widing uses his 20 years’ experience to explain the 3-step process to debrief customer insights from the frontline and bring them straight back to all the support functions and top management. It’s very much in the interest of key account managers to promote the Listen (and measure) – Understand – Act process. The rest of the organisation needs these data-based insights to understand what to prioritize to improve the customer’s experience and make it easy to do business with you. Numbers talk louder than words!