Experiencing the Customer Experience: Listening to, Learning from, and Acting on the Voice of the Customer
Bruce Culbert - February 28, 2007

There's a new three-letter acronym making the rounds out there—and it's already getting on my nerves. The acronym? CEM. The term? Customer experience management. To be sure, the underlying idea is attractive. There is certainly value in a positive customer experience, and it's worth exploring the many ways in which one might design, optimize, and support this practice. Who's against giving customers a memorable and meaningful experience? ..