Research on the Application Strategy of Improving Customer Experience

Yang Hongyu; Yang Tongji

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Research on the Application Strategy of Improving Customer Experience

Yang Hongyu * #,Yang Tongji

College of Business Administration Liaoning Technical University

*Correspondence author

#Submitted by

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Funding: none

Opened online: 1 April 2009

Accepted by: none

Citation: Yang Hongyu,Yang Tongji .Research on the Application Strategy of Improving Customer Experience[OL]. [ 1 April 2009] http://en.paper.edu.cn/en_releasepaper/content/30987

The current paper studies exclusively the theoretical background of CEM(Customer Experience Management). Based on the study, this paper presents a classification scheme on how CEM can be strategically embedded in organizations using the valuable implementation methodology. Moreover, it emphasizes that, the implementation of CEM is a significant approach for long-term survival.

Keywords:Strategy;Customer experience;Customer loyalty

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