The customer experience management (CEM)process should

Question

Quizplus · Accepted Answer

The CEM process should differentiate a service from other service offerings to enhance the customer's perceived value of the service. This can be achieved by developing a unique customer experience that sets the service apart from its competitors. Option A is incorrect because although spontaneity can lead to positive experiences, a well-planned CEM process can effectively manage customer expectations. Option B is incorrect because while each customer may have unique needs, the CEM process should be designed to meet the needs of a broad customer base. Option C is incorrect because stressing similarities does not differentiate the service from competitors. Option E is incorrect because the CEM process should be performed by internal employees who have knowledge of the service and the company culture.

The Customer Experience Management (CEM)process Should