Welcome to the History and Evolution of the Consumer Experience Movement (CEM)
First, a few facts! Ford launched the Consumer Experience Movement (CEM) program in 2010, beginning with 116 stores in the U.S. What started as a bold initiative to enhance customer experiences quickly evolved into a global movement. By 2021, the program had expanded to 773 stores across 14 countries, with over 100 coaches working to guide stores through their CEM journey.
Despite the program’s massive success, Ford made the difficult decision to eliminate the CEM program in 2022 to redirect resources toward their electric vehicle (EV) initiative. However, this wasn’t the end of CEM’s impact. Coaches who had been instrumental in delivering the program were granted the ability to continue using CEM with the stores they had worked with. Many of these coaches, having seen firsthand the transformative effects of the program, continue to apply its principles with great success today.
The Evolution of CEM During COVID-19
The COVID-19 pandemic presented unique challenges, especially in terms of delivering in-person coaching and training. During this time, we adapted by shifting to virtual platforms. A Zoom-based version of the Consumer Experience Movement was developed to ensure that the program could still reach stores, even when physical visits were impractical. This pivot allowed us to maintain the momentum of the movement, and in fact, many stores benefited from the flexibility and convenience of virtual sessions.
Fast forward to today, and we’re proud to offer the Consumer Experience Movement e-course. This virtual solution saves time, money, and effort for stores, employees, and coaches alike. Whether you’re looking for a refresher on CEM, onboarding new hires, or simply enhancing your team’s skills, the e-course is an affordable, flexible tool for success. It can be used individually or in group settings and ensures the principles of CEM remain accessible to all.
The Impact of CEM on Businesses
The Consumer Experience Movement has delivered substantial, measurable results for stores that enrolled in the program. Here are just a few of the benefits:
- $272,000 impact on total monthly sales** for participating stores.
- $31,000 additional impact on monthly service sales**.
- 96% of stores** found that CEM provided significant business value.
- 98% of stores** recommended CEM to their peers, and **98% of stores** were satisfied with coach-led activities and the curriculum.
These statistics highlight not only the financial benefits but also the overwhelming satisfaction with the program and its coaches. It’s no surprise that many stores and coaches have continued to embrace the principles of CEM, even after Ford’s official program concluded.
Why Choose the CEM E-Course?
The e-course modules offer an inexpensive and effective way to continue the Consumer Experience Movement. By shifting to this virtual format, we eliminate the need for on-site coaching fees and travel expenses. However, we understand that some stores may still prefer the traditional model. That’s why our coaches remain available for one-on-one coaching, whether virtually or in-person, to provide personalized guidance when needed.
About the Author – Ron Schneider
Ron Schneider brings a wealth of expertise to the Consumer Experience Movement. As a top coach for General Motors’ Standard for Excellence program, Ron was recruited by MSX International in 2019 for Ford’s CEM initiative. His leadership within the program was recognized globally when he was selected to serve on the CEM Global Coaches Roundtable, representing U.S. coaches.
During the COVID-19 pandemic, Ron authored the Zoom platform prototype for the CEM program, allowing coaches to continue their work virtually when in-store visits were impossible. His innovation helped ensure that stores continued to receive valuable guidance during challenging times.
In 2022, Ron was one of five coaches selected to participate in the production of the Ford Guest Experience Immersion event in Dearborn, Michigan. Over 500 Ford store owners and their management teams attended this initiative, which spanned 26 weeks. Ron’s contributions to the program have helped shape the future of customer experience across the globe.
Take the Next Step in Your CEM Journey
The Consumer Experience Movement has helped countless stores achieve remarkable results, and now, with the e-course, you can experience the benefits more easily than ever before. Whether you’re a seasoned participant or new to the movement, this program can help you and your team reach new heights of success.
Thank you for joining us! I look forward to sharing the journey of leadership mastery with you.
Use the following QR Code to Register for a FREE module “The Sales Professional” and learn more on this topic from our E-Courses on Mastering Service Skills at www.pinwheel-leadership.com
