Customer Experience Management: 8 Tips to Rock CX
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Walking into a store, the first thing that any customer would want is to be greeted. Afterward, they would like to be assisted as they choose which items to buy. Even if they find the products they need to buy, whether they buy it or not, completely depends on the impressions that the store and the workers have created over the course of time after the customer entered the store.
Customer experience is the most crucial element in running a business. Bundling up all your customers’ needs and presenting it to them gift wrapped is the ideal way of serving any customer. Moreover, offering an optimum customer experience is the crux of running any business, as it is the customers who are the most important entity and who generate revenue for businesses. And that is where Customer Experience Management comes in handy!
What is Customer Experience Management?
Customer Experience Management, CXM or CEM, is the oversight and management of the customer journey including every digital and physical interaction between a customer and a company. The customer experience management (CXM) process is designed to sum-up and optimize interactions that reflect on customers, in order to achieve better customer satisfaction, customer loyalty and better customer experience overall!
Customer experience management, hence, has become one of the most crucial aspects of the effective functioning of businesses. Companies that use CXM hold the opportunity to not only serve their customers but to get to know them in detail in order to create and deliver the personalized brand experience.
In today’s noisy brand world, creating amazing customer experience is more important. According to studies, customers are willing to pay more for the same goods and services, if a company offers good customer experience. Here are some tips and tricks you can rely on to elevate your customer experience management:
Use Customer Experience Management to Create a Vision for the Customers
Creating a set of statements based on the services you provide will work as guiding principles for your venture. This helps in defining the core principles of your venture and sets a clear vision in the minds of customers about what to expect while engaging with you. Once this vision is created inside the head of a customer, it would persuade them to engage with your venture to see if their expectations are met or exceeded.
CXM Can Help You Track Customers’ Journey
Now that the customers are engaging with your business, it becomes imperative to track their journey to analyze their pleasure and pain points. This can be done through customer experience software, which stores valuable customer feedback and also keeps track of their journeys. Moreover, a customer experience software meticulously analyzes this data to highlight the areas where your venture is lagging in, which will ultimately help you improve those areas and elevate your business’ customer satisfaction.
Want to learn how to create a customer journey? Read Customer Journey Mapping 101: The Purpose, Benefits and Positive Outcomes
Customer Experience Management of Feedback
One of the most crucial aspects of retaining customers and providing them with optimum customer experience is being proactive and engaging. Once the customer walks out of your establishment after conducting their business with you, that should not be the end of their journey. You can take valuable feedback from customers after they have left by sending them surveys through a customer feedback app. This encourages customers to be blunter and give stern and useful feedback. Moreover, you can also send offers, reminders or notifications to the customers to persuade them to engage with you again.
Picture 1. Paldesk CXM Module: Feedback Form
Smart Approach to Self-Service
The term “Self-service” is often frowned upon by businesses, but if implemented smartly, it can not only engage your customers but also save your venture a lot of resources, including time and money. Self-service has the potential to be a very productive interaction channel between you and your customer. A customer experience software can be used to notify the customers about collecting or claiming the services they paid for. Moreover, the interactive channel for self-service can also help in lightening your staff’s routine interactions with each customer and can directly deliver the message to a bulk of customers at once.
Creating a customer’s journey and tracking it is one thing, but heeding to what they have to say is an entirely another process. A customer would always prefer to provide feedback about any mildly negative experience they might be having while engaging with your venture. Hence, employing a customer feedback app is an ideal solution, as it can provide real-time feedback from the customers, and heeding to their woes and resolving them as quickly as possible becomes an easy process. This helps in improving the customers’ loyalty with your venture.
Picture 2: Paldesk Chatbot as a Self-Service in CXM
Measuring Customer Experience through NPS
Evaluating customer experience and developing strategies is a daunting task. One major assist you can get for this process is employing a customer experience software that calculates the NPS (Net Promoter Score) based on customer feedback. NPS is a metric that calculates the customer’s loyalty, satisfaction, and overall experience. Having a metric to determine your customers’ feedback helps in managing them better and determining your weak areas of service, which helps in elevating the standards of service in these areas. This ultimately improves the overall customer experience and improves your brand image.
Customer Experience Management Helps You in Reducing Customer Effort
Self-service is only good till the customer doesn’t feel like they are doing your work. A customer’s experience shouldn’t involve any instances where they must do some task which can be done by your venture. Key Performance indicator (KPI) helps ventures in removing the rubbles from their customer experience. Including a transactional survey question in the customer feedback app that asks the customers “how much effort did they have to put for their request on a scale of 1 to 5” will help you reduce this friction in the customer experience, and help in bettering the customer experience management.
Introducing Customer Personas for Developing or Refining Strategies
This is one of the most crucial steps for customer experience management. Creating different personas based on the different segments of customers that engage with your venture and running these personas through your customer experience strategy will help you identify areas that have the potential for improvement. This way, you can refine your strategies before even employing them, and provide your customers with an excellent experience.
Want to know how to create buyer personas? Read our Buyer Persona Guide!
A customer’s journey and experience completely depend upon the strategies your venture is implementing. For better customer experience management, the tips can take your venture a long way not only in improving customer experience but also improving your brand image. Employing a customer experience software with the scope for software development to customize it according to your needs is an ideal solution. Customer experience management (CXM) doesn’t seem like a daunting task now does it? Use these tips and propel your venture to new heights!
Vinod is Senior Product Marketing Manager at piHappiness – Customer Feedback App & Survey Software. piHappiness is a top customer feedback software designed to collect customer feedback on Web, iPad & Android tablets. Vinod is keen on such topics as marketing, SaaS challenges, and Personal Growth.
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