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October 02, 2007

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Scott

This is a really great idea from Embassy Suites. There are so many ways you can adapt this idea to other professions in order to create an established connection between customer and business. I believe once this connection is established the customer will not hesitate to use you again as opposed to looking elsewhere for a similar service. This article has given me several ideas for my business already!

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Customer Experience Architecture


  • CEA is the process of crafting a powerful and positive PEF. Today’s customer expects to be engaged in the buying experience through emotional, intellectual and sensory based touch-points. Creating a compelling and dynamic customer experience is the factor that transforms customers into business advocates.

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    The CEI is for anyone who is interested in measuring the strength of their performance through the eyes of their customers. This scorecard provides a numeric grade for each of 10 key "TouchPoints" considered to be most important to consumers, based on surveys by Fred Crawford of Alix Partners.

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