Event Date/Time: Jun 25, 2009
The TCE Model provides a number of distinctive advantages for managing customer experience â€“ it formulates a management system that gives quantifiable metrics to monitor results; it provides a scientific approach that clearly explains the relationship between satisfaction, buying behavior and even word-of-mouth referrals; it applies sound and solid management principles to correlate customer experience and brand strategy. For the first time, you will be able to visualize how to deliver and manage an integrated and consistent Total Customer Experience (TCE) for your customers across the matrix of multiple touch-points and channels. Gain an edge with these three points of differentiation:
Quantifiableâ€”â€”it allows you to listen to the Voice of Customers (VOC) systematically, put customer experience data to practical use, and form a measurable TCE management system;
Outside-inâ€”â€”it gives you a different fulcrum to drive the change program of your company using an outside-in approach, through customer experience data, for a shift from product-centric to customer-centric; and
Effectiveâ€”â€”it creates an effective total customer experience, from which both your company (achieving business targets) and your target customers (feeling more satisfied) can benefit.
G-CEM helps companies to create effective customer experience. Our patent-pending methodologies combine the art and science of CEM in assessing and delivering branded and total customer experience (TCE). G-CEM International Partners are located in Europe, Asia, and North America. Our services include TCE Evaluation and CEM Certification. Visit us: http://www.G-CEM.org