Customer Experience Management (CEM)
A basic version of the customer journey may look something like this:
Take a walk in your customer’s shoes and engage in how you would want to be involved. Giving your customer’s options, providing recommendations, offering free shipping, or having a clearly stated refund policy can all go a long way to creating a superior buying experience.
About 70% of buying experiences are about how the customer feels he/she treated. (by McKinsey)
Once your customer has completed their purchase, the “after-sales” experience can create genuine brand advocates.
About 89% of consumers have stopped doing business with a company after experiencing poor customer service.
How to improve customer experience
Delivering exceptional customer experience means knowing your customers. The better you know them, the more relevant are the offers you can provide, enhancing loyalty and retention. You should, therefore, centralize all your customer interactions into one database. By using the right software CRM, CX solution, you can do highly targeted customer interactions and provide offers based on your customers’ needs and preferences.
More customers and prospects are using social media to interact with customer contact centers. Consumers expect to be engaged by companies when asking a question or posting a complaint. Prompt attention to customer complaints, questions, or comments on social sites provides an excellent opportunity to build better customer relationships with social followers.
Customers want to feel like they are dealing with the same company, regardless of the channel. Every channel experience should be stamped with your unique brand image. By connecting each of these cross-channel interactions, the best experience can be delivered no matter where your customer is on the buying journey.
A genuinely successful customer experience program begins with a company-wide customer focus. Listen to your customers and then empower your employees with that information.
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