The process of systematically creating the optimum experience for customers every time they interact with the company is ________.
A)total quality management (TQM)
B)time compression management (TCM)
C)customer experience management (CEM)
D)guerilla marketing

Question

Quizplus · Accepted Answer

Customer experience management (CEM) is the process of systematically creating the optimum experience for customers every time they interact with the company. This includes understanding the customer journey and identifying pain points, designing and implementing changes to improve the customer experience, and measuring and evaluating customer satisfaction and loyalty. Total quality management (TQM) is a broader approach to organizational management that focuses on continuous improvement of processes and products. Time compression management (TCM) is a strategy for reducing the time it takes to develop and deliver products or services. Guerilla marketing is a marketing tactic that involves unconventional, often low-cost, methods to promote a brand or product. While it can contribute to a positive customer experience, it is not focused solely on creating an optimal experience at every customer touchpoint.

The Process of Systematically Creating the Optimum Experience for Customers