Customer Experience Management (CEM)process Should

question 168

Multiple Choice

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:

Id

In Freudian psychology, the part of the human psyche that is the source of instinctual impulses and demands for immediate satisfaction of basic needs.

Superego

A component of Sigmund Freud's psychoanalytic theory, representing the ethical or moral conscience.

Defence Mechanism

Psychological strategies deployed by individuals unconsciously to protect themselves from anxiety arising from unacceptable thoughts or feelings.

Sublimation

The process of redirecting socially unacceptable impulses or urges into socially acceptable actions or behaviors.