Health Services Strategic Marketing Wk 6 Discussion 2
Please respond to the following: "Customer Experience Management"
- Examine the potential mutual benefits that are afforded to health care organizations and their respective customer populations when health care organizations design and manage all-encompassing customer experiences. Provide an example of such potential mutual benefits to support your rationale.
- Appraise the value of the innovation guidance for the assembly and management of customer experiences provided by Bernd Schmitt’s CEM framework. Provide at least two (2) specific examples of CEM framework that apply within a healthcare organization with which you are familiar.
****This is a discussion, NOT a paper. Need 2 strong paragraphs and references.****
Explanation & Answer
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Running head: CUSTOMER EXPERIENCE MANAGEMENT
Health Services Strategic Marketing Wk 6 Discussion 2 - Customer Experience Management
CUSTOMER EXPERIENCE MANAGEMENT
Customer Experience Management
Each part of the client encounter must be contemplated. The client encounter
characterized as "the aggregate of all contact minutes the associated client has crosswise over
various touch points amid his or her client lifecycle" (Schmitt, 2016). Each touch, r...