Every time your customers interact with your brand and your offers, they engage in specific customer experience. Any poor experience can turn them to your competitors, while a friendly experience can initiate a long-lasting and happy relationship.

Although many companies believe they deliver a superior customer experience, only a few can actually collect and visualize real data to back up this statement. Furthermore, a small percentage of their customers can confirm receiving good customer experience. In order to bridge this disparity in perception about provided and received value, businesses need a stable platform to better understand, manage and predict these interactions.

Today, the customer experience is not just about ‘what’ experience they are receiving, but also about ‘how’ are they receiving it. And it is the value your business delivers that initiates the customers’ readiness to engage with your offerings.

Customer experience management is a process where all past, present and future customer’s experiences and interactions with your business offers are tracked, and used to display and future predict the performance of the business. It is an overwhelming activity where all of your customers’ behaviors are tracked and acted upon. It can be a real game changer, if provided with a full commitment, support and a stable CEM platform. It can make you a differentiator in the industry.

And that is something you want to achieve, isn’t it?

 

customer experience management infographic

The tricky management of the customer experience

The goal of customer experience management is to move the customers from a level of satisfaction to a level of loyalty. It is based on building a strategy that focuses on the business processes and decisions that address the needs of an individual customer.

The loyalty is driven by the interactions with your customers. Customer experience management enables you to strengthen those interactions, by giving you a detailed insight into the real motives of your customers’ behavior.

Managing the customer experience actually stands for creating an adventure for your customers, a journey where they are being respected, served and cared for, according to their expectations or standards, starting from the first contact and through the whole relationship.

 

Ignoring the customer experience is an expensive mistake 

And you don’t want to make it. To be on the right track, you must track and understand the customers.

Did you know that acquiring a new customer can cost up to 5 times more than retaining the current customers?  So go on and measure the each and every interaction, because they all are an important touch-point - an opportunity for successful business results.