Customer Experience Management, Shortcut to Success in Modern Marketing

Survival in our modern world’s business competition will not be bestowed unless recognizing and caring about customers’ experience. As customer experience management (CEM) becoming an area of growing concern in the business, it’s time to take it seriously as a differentiator, as a long term source of competitive advantage, in loyal customers and ultimately in higher profit margins. Because the difference is in the brand, the perception and the feel of a company, all of which are delivered through the customer experience. This paper tries to identify and discuss the strategic perspective of CEM on modern experiential marketing success.

Keywords:

customer experience , modern marketing , customer experience management (CEM)