The Customer Experience Management (CEM)process Should

question 230

Multiple Choice

The customer experience management (CEM) process should

• A)allow for spontaneity and not be too rigid or planned.
• B)be unique to each individual customer's experience.
• C)stress the similarities in style,function,and form of their service relative to the top competitors in the industry.
• D)differentiate a service from other service offerings.
• E)be performed by someone outside the firm to guarantee objectivity.

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Definitions:

Competition

The rivalry among businesses or individuals for resources, markets, or achievements, driving innovation and efficiency.

Developmental Sequence

The ordered progression of events or stages in the growth and development of an organism or system.

Stages

Discrete phases or steps within a process or development sequence, each characterized by particular features or outcomes.

Teams

Groups of individuals working together towards a common goal, having complementary skills and collaborating for a shared outcome.