Customer Experience Management + TM
 

Would you like to turn your customers into advocates who will recommend your products or services to others?  We can show you how with CEM+ ™

Customers want more than a high quality product or service.  They want these delivered with a satisfying experience.  Consider this:
 
Brand loyalty has declined overall by 25% but good experiences can increase customer loyalty by 33%
Satisfied customers do not mean loyal customers - 80% of customers who switch suppliers have previously expressed satisfaction with their supplier

The challenge for every business is to create a unique Customer Experience that delivers on the Brand Promise and meets Customer Expectations at every touch-point.  Achieving this moves customers from merely being satisfied to becoming advocates, who will recommend your organisation to others.

CEM+ ™ is a step-by-step method that is able to give your organisation the advantage over competitors, a stronger, more memorable brand and a positive reputation that turns customers into advocates.  The benefits to your organisation include:
 
Clearer brand focus
Stronger differentiation
Increased loyalty
Customer advocates
Improved growth and profits.

CEM+ was developed by internationally renowned expert in customer service and experience, Shaun Smith and is based on a proven methodology and the latest research into how organisations deliver a unique customer experience.

Dawson McDonald & Associates are exclusively accredited to use CEM+ in Australia.

Further information about CEM+ is available from the attached brochure and Shaun Smith's website: www.shaunsmithco.com, or contact Dawson & McDonald on 03 9602 4858 or info@dawson-mcdonald.com.au

CEM+ Brochure (in Adobe Acrobat Format)