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Evaluation Criteria |
The Effective Experience Framework
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“An effective framework helps you to focus on the essentials and set priorities.” |
| The skeleton of the Effective Experience Framework is based on the four core elements of the Branded CEM Method — X-VOC, X-MOT, X-Anchoring and X-Effectiveness — it provides a management framework with four modules in 12 components for the creation, delivery and assessment of effective customer experience. |
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Effective Experience Framework—Four Modules in 12 Components |
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A Closed-loop Management System. Customer experience management is a journey, not a destination—it starts from understanding customers to formulating an effective experience STRATEGY to allocating resources at TOUCH-POINTS to delivering results—the feedback and outcomes of EXECUTION will be routed back to VOC for continuous improvement and development. |
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