Bernd Schmitt-Managing the Customer Experience to Build Customer Loyalty

MN AMA Get In The Game Podcast Podcast
Managing The Customer Experience "You need to pay attention to all the little details." Download and Listen A brand is just an empty promise without a customer experience.  Bernd Schmitt introduces the five-step Customer Experience Management (CEM) framework, a comprehensive tool for managing the customer experience and connecting customers to a brand at every touch-point.  He presents cases of successful CEM in a wide variety of consumer products, services and B2B industries.  Most important, he examines organizational resources needed for managing customer experiences. Click here to stream podcast if you can't download it.

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