I was reminded of this fact in an email that I got recently. Now, hold that thought.
I have written before about the concept of customer satisfaction being proportional to employee satisfaction.
When you put both of these together, what do we get? Well, you can get a lot of conclusions... but the one that got my mind going was that just like someone does their best work if they are happy, customers also "smile" when using products/services that they prefer and advocate.
So as far as CEM goes, shouldn't out end goal in customer experience be to make the customer smile while using our products and services? If they are smiling, they will tell others what made them happy... heck, someone may just come up and ask "why are you smiling"...
All in all, one of the key objectives of any customer centric organization working across any number of channels should be to make the customer smile. You don't necessarily need to "wow" the customer, just a simple smile will do the job for you. If you can make the smile a habit, I assure you that you have a customer for life!
Think about it. And don't forget to smile when you do.