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Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers Hardcover – January 31, 2003

ISBN-13: 072-3812122646 ISBN-10: 0471237744 Edition: 1st

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Product Details

  • Hardcover: 288 pages
  • Publisher: Wiley; 1 edition (January 31, 2003)
  • Language: English
  • ISBN-10: 0471237744
  • ISBN-13: 978-0471237747
  • Product Dimensions: 9.4 x 6.7 x 0.8 inches
  • Shipping Weight: 15.5 ounces (View shipping rates and policies)
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (13 customer reviews)
  • Amazon Best Sellers Rank: #519,517 in Books (See Top 100 in Books)

Editorial Reviews

Review

"...demonstrates the power of collecting truly relevant customer information..." (Managing Information, January/February 2004)

From the Inside Flap

From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers your company an opportunity to maximize the customer experience and establish a bond that will never be broken–another opportunity for customer experience management (CEM).

In his acclaimed bestseller Experiential Marketing, renowned consultant and marketing thinker Bernd Schmitt explained why companies that focus on the customer experience are among the most successful and profitable organizations in the world. In Customer Experience Management, he shows you how to put CEM to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands.

This revolutionary marketing guide introduces the five-step CEM process that you can use to connect with your customers at every touch-point. It provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. These cases demonstrate how CEM offers powerful solutions for virtually any type of business challenge and enables managers to:

  • Gain original insight into the customer’s world
  • Develop an experiential strategy platform
  • Create a unique and vivid brand experience
  • Provide dynamic interactions at the customer interface
  • Innovate continuously to improve customers’ lives

This provocative treatise provides new insight into perennial marketing and management issues such as segmentation and targeting, positioning, branding, service, and innovation. It also offers a clear and convincing critique of other customer-based paradigms, including traditional marketing, customer satisfaction, and customer relationship management (CRM). It explains why each of them fails to provide genuine focus on the customer and why the CEM framework is the only approach to date that makes a company and its brands relevant to the customer’s life.

Customer Experience Management also demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results. It’s a must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change.


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3.7 out of 5 stars
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Most Helpful Customer Reviews

19 of 21 people found the following review helpful By L. Thompson on December 16, 2005
Format: Hardcover
For those individuals who have not been previously exposed to the concept of Customer Experience Management as an alternative to Customer Relations Management, this book might be an amazing eye opener. But that would be strictly because of the exposure to a new idea, as it's certainly not the convulted style of writing which can result in even the most intelligent people scratching their heads.

I purchased this book in order to get very down to earth methods to begin applying the concept to the company I work for. What I found, instead, was a list a mile long of jargon that all began to run together and sound the same. "Experiential platform", "brand experience", "experiental value promise", experiential positioning"... soon enough my mind was preoccupied with trying to remember which was which, rather than being able to absorb the essence of what the author was trying to say. And the crazy thing is that each of those phrases I just mentioned are supposedly the very concrete, measureable phases behind his take on the CEM approach! Getting tangled in the minutia of catch phrases did nothing to help me move forward into CEM.

I've come away from the book disappointed I didn't learn anything of real value, but even more disappointed that I spent the money on the book. Don't bother!
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15 of 17 people found the following review helpful By Rolf Dobelli HALL OF FAME on June 6, 2004
Format: Hardcover
The revolutionary approach that Bernd H. Schmitt is advocating here wouldn't sound so radical to anyone who has ever been in therapy: be aware, see things from other people's point of view, address their concerns. If you've been in $150 an hour territory, this isn't radical, but in the suites of marketing, the author contends, it is brand new. The book is an interesting follow up to the author's earlier seminal work on the broader theory of customer experience. Entitled Experiential Marketing, that work made the case for a customer-experience focus. This book is more of a practical how-to, professorially organized into a neat near-outline format. Here, Schmitt makes the case for dissecting, designing and then improving, the customer's experience with your product. We recommend this book of marketing therapy to anyone selling a product or service - and it is lots less expensive than putting your consumers on the couch.
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8 of 9 people found the following review helpful By A Customer on January 28, 2004
Format: Hardcover
Customer Experience Management is a must-read for busy marketing executives. Although it was a quick read, it should not be taken lightly. The framework Prof. Schmitt outlines carries on where his eye-opening Experiential Marketing left off. It provided me with a good outline and a valuable set of tools with which to jumpstart my marketing department. The case studies were insightful and helped illustrate his methodology and the success many companies around the world are having by making their customer's needs and lifestyle top of mind.
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16 of 21 people found the following review helpful By F Howard on August 4, 2005
Format: Hardcover
I had a hard time putting the book down. I kept reading hoping the book would reveal some item beyond the obvious. Schmitt spends 200 pages explaining that customer experience should be at the forefront when launching a new product or designing a marketing campaign. I dare say Schmitt would be hard pressed to find a CEO that doesn't taut the value of good customer experience or the importance of retaining customers.

Where Schmitt falls drastically short is tying customer experience activities to financial decisions companies make every day. This is perhaps the largest challenge those of us in customer retention or customer marketing face every day. It is great to ascertain that companies should improve customer support to provide a better customer experience to retain more customers. However, how does a manager position a $200,000 call center upgrade vs. a $200,000 product enhancement? According to Schmitt both are valuable in the Customer Experience framework. With limited lip service to "regression modeling" and "customer surveys" there is no valuable guidance to help a customer experience focused manager position their projects against other expenditures within a company.

Schmitt could take a few pages out of Jim Collins' work to better tie customer experience initiatives to corporate financial success.
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4 of 4 people found the following review helpful By Carlos Barrios on May 18, 2006
Format: Hardcover
I think it`s an eye-opener for many people like me that are starting in the marketing area. But I think in some parts there were too many concepts that I lost so many of the ideas of the book.

I recommend it but I'm looking for another approach of CEM so I can apply it more proffesionally.
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3 of 3 people found the following review helpful By Annonymous on December 17, 2007
Format: Hardcover Verified Purchase
I bought this book along with several others in order for a project at work around redesigning the customer experience. This book is already a bit "old" (5 years) in that it doesn't address the huge world of the internet and pervasive connectivity.

I found it basic and skimmed over much of it. I would have appreciated more "worksheets" and templates like some other titles (like "managing the customer experience" by Smith & Wheeler). The author's examples and work history give color and insight into the themes but it seemed like it just took up space that could otherwise have gone to more thoughtful content.

If this is your first book on the topic, go for it. If you are building on your knowlege of this topic, skip it. Nothing new or earth shattering here and it's not the strongest "primer" on the topic out there.
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