Intro to CEM presentation v4
This content was created by Chris Hunsicker. This content was uploaded by Chris Hunsicker. This is a PDF slide deck titled "Intro to CEM presentation v4.pdf" (created 2024-09-24) presenting Ford's Consumer Experience Movement (CEM). The content is an internal/marketing/training presentation outlining a shift from satisfaction to engagement as the driver of loyalty and advocacy, defining engagement by four principles (Trust, In Control, Respect, Relationship), and promoting emotional connection, employee engagement → customer engagement → long-term loyalty and profits. It describes a coaching (not consulting) approach, the Consumer Experience Coaching Model, an in-dealership visit coaching agenda (V1–V4), metrics examples (customer viewpoint 6c overall concern resolution with historical scores and response counts), and the use of appreciative inquiry/bright spots for cultural change. The deck quotes Ford leadership (e.g., Alan Mulally) and is intended for dealers/leadership to adopt CEM practices.
Questions this document answers
Trust; In Control; Respect; Relationship.
July 2013 (Current Month).