AHA Customer Experience Management (CEM)

Map customer experiences across touchpoints to identify key interactions driving engagement with your brand. This helps pinpoint top-priority areas for improving retention and growth, establish benchmarks for monitoring performance, and define customer-centric actions for a competitive advantage.

Business & Marketing
Questions It Can Answer

  • What specific points or friction do customers experience at critical touchpoints, and how can these be addressed?
  • What are the top-priority touchpoint areas for enhancing customer retention and driving growth?
  • What benchmarks and key indicators should be used to monitor and evaluate touchpoint performance?
  • What customer-centric actions can be deployed to create a competitive advantage in the market?
  • How do customer experiences with the brand compare to established benchmarks over time?
  • Which touchpoint areas require additional resources to effectively enhance customer engagement?

Applicability

Customer loyalty, Customer touchpoint areas monitoring, Reputation studies

Industries

Dairies, Alcoholic beverages, Tobacco, eComm, Gaming, Telecommunications, Financial services, Distributors, Retailers, HoReCa