Q. How is Strativity Group's approach different than other similar practices in the industry?
A. The CEM definition, according to Strativity Group, is applied to the organization as a whole and not only to customer service or marketing. Combining disciplines from HR practices, CRM, branding and TQM; Strativity Group's methodology delivers the first and only comprehensive approach that holds every part of the organization responsible for the customer experience.
Another critical difference is the linkage between employee experiences and customer experiences. According to Strativity Group's methodology, success in Customer Experience Management can only come from employee experiences; therefore the definition of the core of the business is the organizational-wide experience.
Customer Experience Management, according to Strativity Group, is not just an exercise in being nice to customers and employees. It is about increasing revenue per customer, reducing operational costs and identifying new business opportunities. The process of new business opportunity identification is an integral part of the CEM strategy.
The complete cycle; from definition, to hiring and training, to the on-going measurement and redefinition process, delivers a complete and practical approach to the customer experience enterprise.
In Summary:
- New business opportunity identification
- Measurable results and ROI
- Comprehensive approach
- Organizational-wide strategy
- From definition to measurement - on going cycle
- Multidiscipline methodology