Bernd Schmitt-Managing the Customer Experience to Build Customer Loyalty

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.