Customer Experience Management (CEM) Tools Overview

Knowing where to begin is often the hardest part. Our tools just make it a little easier.

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Do you know where you are on your customer experience journey and where you should focus next?


Our Customer Experience Self Assessment will help you identify the gaps and the priority areas to focus on.

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Do you know what drives loyalty and advocacy from your best customers?


Our Customer Experience Management Survey helps you identify the most important values that drive your target customers’ loyalty and advocacy.

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How do you engage your people to deliver your strategy?


Our Employee Experience Survey provides a good starting point. It is a powerful tool that enables you to evaluate the extent to which your people are aligned with your customer experience strategy and what you need to do to engage them to deliver it.

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How do you convince your Board that your CEM investment will deliver ROI?


Our CEM+Calculator enables organisations to estimate to a fairly accurate degree (given the many variables affecting organisational performance) the impact of their customer experience investment on revenue and profit.

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Do you know what you need to do to build on your success and make your brand legendary?


You have a well established Customer Experience programme and your brand is well regarded. But how do you take it to the next level and make it remarkable?

Based on the research conducted for our award winning book ‘Bold: How to be Brave in Business and Win’, this survey will compare your organisation to the stand-out brands that featured in the book.

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I found Smith+Co’s CEM+survey to be of enormous value to
O2 Ireland. Based on previous research we all had our own interpretation of what customers expected and how we were performing relative to the market.

Smith+Co gave us unprecedented clarity on what earned loyalty and enabled us to communicate hard facts to senior managers and staff.
Darren McLean
O2 Ireland