Customer experience management at the heart of the sales strategy

Customer experience management is the new focus of marketing in the retail world. The target? Never bore customers. Physical stores are Mexico Phone Number List transformed with digital technologies and become multi-experiential Mexico Phone Number List hubs able to excite. KPMG’s Global Retail Trends 2018 takes stock: welcome to the era of the Experience Economy.

Index of topics

The CEM (or Customer experience management, customer experience management) is an evolution of  (Customer Relationship Management, Mexico Phone Number List software useful for managing the relationship with the customer). CEM as the main objective of any distribution strategy. Physical retailers, instead of measuring the amount of sales per square meter, will have to Mexico Phone Number List learn to measure the quality of the experience they can generate for each square meter of their surfaces.

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fact, play on the ability to intercept every single move Mexico Phone Number List of the customer in the store. Whether on the phone, alone or in company, looking for something, curious or simply bored, retailers will always have to . The challenge? Multiply the triggers of the relationship, combining physical and digital.

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