<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=54781&amp;fmt=gif">

Customer Experience Management

Deliver Seamless, Engaged & Personalized Interactions That Matter

read more

CUSTOMER EXPERIENCE MANAGEMENT

You are probably already aware about the importance of customer experience in the modern digital era. Customers are smarter than ever, and hyperconnected. Their demands are increasing every day, and the pressure is on you to fulfill their needs. The only way to satisfy them is by focusing on managing and improving customer experience in your organization.

WHAT IS CUSTOMER EXPERIENCE MANAGEMENT (CEM)

Customer Experience Management (CEM or CXM) is the art and practice of managing interactions with customers to meet or exceed their expectations, and increase customer loyalty, satisfaction and advocacy.

According to Gartner, more than 50% organizations will redirect their investments towards customer experience innovations in the future. This also means, that your competitor is 50% or more likely to be focusing on customer experience in the future.

 

WHAT IS CUSTOMER EXPERIENCE MANAGEMENT
IMPORTANCE OF CUSTOMER EXPERIENCE MANAGEMENT

IMPORTANCE OF CUSTOMER EXPERIENCE MANAGEMENT
Why CEM Matters

Did you know? 72% of businesses think improving customer experience is their top priority, according to a recent research by Forrester.

Your customers expect seamless, timely, and personalized interactions with your business without putting in much effort. To manage customer interactions and satisfy customers in a much better fashion, it is necessary adopt effective customer experience management practices.

According to Adam Richardson, author of Innovation X: Why a Company’s Toughest Problems are its Greatest Advantage, and a blogger at Harvard Business Review, "Companies should define, analyze and understand all the dimensions of customer experience in order to ensure long-term business success."

CUSTOMER EXPERIENCE STRATEGY
Creating a Roadmap for CX Success

The real secret to improving customer experience is to take clear action. A customer experience management strategy helps you decide what you have to do in order to deliver a remarkable customer experience, and measure the results to further improve your CX strategy. It reduces costs, increases brand value, and allows you to gain the much-needed edge to stand out from your competition.

CUSTOMER EXPERIENCE STRATEGY
CUSTOMER EXPERIENCE ASSESSMENT

CUSTOMER EXPERIENCE ASSESSMENT
Is Your CX Worth it?

The first step in your CX strategy is to assess the quality of customer experience your company provides from a customer's perspective and set a benchmark for your CX Maturity. This will enable you to get an overall picture of your key strengths and weaknesses in terms of customer experience, and whether these experiences would actually result in loyal customers.

An effective assessment of your customer experience can reveal powerful insights into what really drives your customers to engage with you, and how far along are you in your quest to deliver the ultimate customer experience.

Customer Experience Mapping

CUSTOMER EXPERIENCE MAPPING
Creating a Customer Journey Map

To really make a difference in customer experience in your organization, you need to have a holistic bird's eye view of all customer interactions across the entire customer journey to single out critical moments-of-truth for the customer and reveal CX gaps. To do this, requires the use of CX Mapping.

Customer Experience Mapping is the strategic process of visually mapping and laying out all customer interactions, activities and engagements according to their story with the brand. It pretty much covers everything ranging from intial point of contact to the very last interaction.

CUSTOMER EXPERIENCE IMPROVEMENT
Fixing CX Gaps

This is the most important part of your CEM Strategy. To deliver a Wow! experience that arouses excitement in your customers, it is crucial to fix those nagging CX gaps in your processes, understand your customers, and implementing proactive CX measures.

It's time to figure out innovative ways to improve customer experience in your organization. Remember - CX improvement is a continuous process - it might take years to get to level that matches the level of CX Pros.

CUSTOMER EXPERIENCE IMPROVEMENT
CUSTOMER EXPERIENCE OPTIMIZATION

CUSTOMER EXPERIENCE OPTIMIZATION
Raising The Bar

Once you know where you stand in terms of your CX maturity, the next step is to raise your level of customer experience by optimizing customer experience across the entire customer journey to meet business goals.

Gain a single view of the customer to enable a hostic customer view, heavily personalize your campaigns using integrated analytics, and enhance process efficiency. You need to raise the bar and stand out from the rest. Best advice? Look through the eyes of your customers.

CUSTOMER EXPERIENCE ANALYTICS
The Science of What Works and What Flops

So you've done everything you can to improve customer experience, I hear you say? Well, let's find out if your efforts paid off by measuring your the results of your CX strategy. You're going to need cold hard data-driven evidence of your CX efforts, and which customer experience metrics you chose for each business goal.

Properly implementing CX Analytics can help you gain intelligent, data-driven and actionable customer insights to drive your business decisions. Build a customer experience scorecard to measure customer experience and really drill down on your critical moments of truth for customers, and strategically improve each single one.

Effective CEM programs can greatly improve customer satisfaction, perception and advocacy by winning the loyalty of customers on all interaction channels. CEM can be measured by using customer satisfaction surveys, targeted studies, observational studies, and by creating a Voice of Customer (VoC) program to understand what customers really want. Measuring CX collects the instant response of customers when they initially interact with the company or brand.

 

CUSTOMER EXPERIENCE ANALYTICS

CEM-bible-coverpage-screen.png

Free eBook

We're Giving Away a 100% Done-For-You Guide to Customer Experience Management Based on Years of Proven CX Research!

You'll never have to ask anyone about the art of customer experience management ever again! Download this all-in-one CEM eBook today and learn step-by-step how to create a successful customer experience management program in your company! 

DOWNLOAD EBOOK NO - I WANT TO TALK TO A CX SPECIALIST