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Customer Experience Management

- Examine the potential mutual benefits that are afforded to health care organizations and their respective customers 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 health care organization with which you are familiar.

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- The potential mutual benefits that are afforded to health care organizations and their respective customers populations is improved customer services. One of the most exciting aspect of the healthcare management is how to manage the relationship between a healthcare provider and its customers (patients) in order to create a greater mutual understanding, trust, and patient involvement in decision making. A good relationship between healthcare provider and its customers will lead to improve customers' satisfaction, that in turn make them loyal customers. A good relationship between the customer and its healthcare provider not only improve customer's satisfaction but also helps in fostering effective communications between them that help to improve their health and health related quality of life. A good ...

Solution Summary

The potential mutual benefits that are afforded to health care organizations and their respective customers populations is improved customer services. One of the most exciting aspect of the healthcare management is how to manage the relationship between a healthcare provider and its customers (patients) in order to create a greater mutual understanding, trust, and patient involvement in decision making. 461 words total.

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