Customer Experience Management (CEM)

Customer Experience Management (CEM) means different things to different clients. 

At the most basic level, it means the integration of feedback on transactions using scorecards and hot alerts. It can mean rapid response to problems and low scores. It can mean building loyalty by calling to acknowledge and thank every customer who participated in the survey. 

Whether you focus on customer loyalty, advocacy or satisfaction, GfK identifies drivers of dissatisfaction and delight, deploys actionable customer feedback throughout your organization and generates strategic insights to help you transform defectors and change hostages into loyalists. 

Customer Experience Management includes:

• Guest Experience Management ^SM (GEM) reports and Hot Alerts tell managers what and how to improve.
• GfK KDA +SM (Key Driver Analysis ^Plus) helps our clients prioritize areas of improvement for increased actionability (see sidebar).
• Training and action planning ... (click for more information)

For more information on Customer Experience Management, or a demonstration of our tools and insights, please contact us.