Things You Need To Know About Customer Experience Management [Infographic]
Customer Experience (CX) in lay terms simply means a customer’s experience with a company or brand, this experience is created following an interaction with any and all touchpoints of the brand. A touchpoint is anyway a customer can interact with a brand for instance; products, employees, website, mobile app, Ads, call centre, word of mouth etc.
Customer Experience Management (CEM) is a practice that includes the design of customer interactions – and touchpoints aimed at meeting customer expectations and ideally exceeding them. It means caring about the end-to-end experience prospects, customers, and advocates have with a brand. Making Customer Experience Management a priority in an organization leads to a greater understanding of customer needs. This makes it possible to better serve the customers, ensuring they are happy before, during and after the purchase of products.
Brands who make this commitment are most often rewarded with increased customer retention. According to research, 72% of Americans were far more likely to shop from brands that are known for making top-notch customer service a priority. 97% of these customers are also likely to share the news with family, friends, and others they are close to.
Why Is It So Important?
Customer Experience matters, there are good reasons why businesses cannot ignore it. A commitment to CEM is as good as having a “360-degree” view of customers. This entails knowing the needs & intent of customers, what channels they prefer to communicate on, how and when they purchase products, and how they prefer to be engaged with.
Having this view helps businesses retain more customers and convert them to brand evangelists who tell their friends, family and even stranger how wonderful their experience with the brand has been. The infographic below highlights important information you should know about Customer Experience Management –
Click To Enlarge
Via Salesforce
Customer Experience is the new competitive battleground. Organizations who make Customer Experience Management a priority will enjoy the rewards of retaining more customers and having an army of brand evangelists.
- The Top 10 Remote Customer Service Job Websites That Hire - March 1, 2024
- Are Your Customers Truly Satisfied? - February 20, 2024
- A Guide to Privacy-First CX Strategy - November 23, 2023
Great content and information, thank you for publishing. It seems as though outstanding customer service is the exception anymore. It should be the other way around. I’m a huge fan of Customer Experience Management (CEM).
Thank you for your comment John! CEM is a key component of business success today, and I am also a huge fan 🙂