1-800-711-5196 CONTACT US

CEMDNA Playbook Strategy℠



There are 12 key components in the CEMDNA Playbook Strategy℠, divided into four major phases: MEASURE, ANALYZE, ACT and ASSESS. Your journey through all four phases will help you consistently maximize the quality of experience for customers, prospects, suppliers, partners and employees.



Without customers your organization would not exist. Why wouldn't you do everything possible to maximize customer satisfaction and loyalty?


The concept behind the Customer Experience Management (CEM) strategy is simple. While companies will always compete on product and price, enduring market leadership is defined by something entirely subjective: the customer experience. Customer complaints, as well as compliments, are often related to how well your company's products and/or services met their expectations. A pattern of good experience will help keep customers engaged and loyal to you. A history of bad experiences will drive them to your competitors. They often depart with no warning signs, leaving a company to wonder what happened.


Omega has created the Customer Experience Management CEMDNA Playbook StrategySM, which outlines the key principles and processes associated with developing and implementing a successful customer experience strategies.


What is customer experience management and how does an organization develop and implement such a strategy?


Like a pilot needs a checklist and a navigation system, companies need a template to help guide them on their journey to delivering exceptional customer experiences through customer experience strategies. CEM is the identification and measurement of all the interactions or touch points a company has with its customers to ensure that each activity delivers value so that customers will continue to buy and recommend the company's products and services.


The objective of a customer experience management strategy is to evolve your business' DNA to the point where your organization is entirely customer driven. Your central objective is to achieve total customer satisfaction raising the awareness and consciousness of all employees as to the importance of being a customer-centric organization. This accomplishment results in a major competitive advantage for your company. When you reach this "summit," you have actually built a fence around your prospects and customers, one that your competitors can neither penetrate nor break down you've earned customer loyalty.


But reaching this goal is not easy. There is a lot to do and it is critical you get it right. Our CEMDNA Playbook Strategy will keep you on course, allow for mid-course corrections, and help you achieve the mission of implementing a successful customer experience management strategy.


Live Chat Software
©2014 Omega Management Group Corp. / 85 Rangeway Road, Building One / N. Billerica, MA 01862-2105 / info@omegascoreboard.com
Site Map / Privacy Policy