The customer’s experience before, during and after the sale is the moment of truth and crucial to the company’s competitiveness.
This is why Customer Experience Management (CEM) is gaining ground. CEM covers the total customer experience of the company’s brand, point of contact, employees, products and services. The focus is on the customer experience both before, during and after a sale and thus integrates strategy, product development, marketing, sales and service at a strategic and operational level.
Today, products are alike. The way to differentiate your company from your competitors is no longer the product, but the customer’s experience of the company. A fact, which is underlined by QVARTZ’s Costumer Experience Expert, Christian Brøndum.
The story “Sandhedens øjeblik” was printed in the marketing and sales magazine, In Business, June 2009