Companies that provide a consistent and inspiring customer experience win!
Customers expect a positive and predictable experience each time they interact with you and your organization. While a once off mind blowing experience can be the differentiator, their amazement is not always about providing extraordinary service that reinvents the wheel. Consistency is the name of the game and delivering service just a bit above average makes them stay on the long term.
The way to achieving a remarkable experience is successful and strategic Customer Experience Management (CEM). This strategy holistically manages customer touchpoints for each customer segment and persona to create a consistent and memorable experience. The ultimate goal is improved customer satisfaction, retention, and loyalty, leading to increased sales and growth. For a fully holistic experience, it is crucial to follow an omni-channel approach that is needed to focus on understanding and meeting customer needs and incorporating feedback into your brand.
Here are the 5 steps to implement a successful CEM:
The customer journey usually consists of the 4+ stages a customer goes through covering everything from the initial contact to sales till post-sales and renewal. Taken together, all customer touchpoints shape the experience and brand perception a customer has of your business.
After the journey is fully mapped, the real value lies in filtering and optimizing all touchpoints that are influential for the customer’s decision. The ultimate goal is to optimize the pain points and highlight the pleasure peaks along the journey.
To ensure an even more developed customer experience, it is worth adapting this one Customer Journey to your different customer segments and personas at a later stage of maturity of your Customer Experience Management and create more individualized versions
Regardless of where you are on your CX Journey, we are here to support you to build a consistent customer experience for your customers, no matter if you heard of it for the first time or need support in the last finishing touches.
Our Customer experience practice includes the following programs: