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Customer experience is of critical importance to the sustained growth of a business. It's important to ensure a positive customer experience so customers build brand loyalty and affinity, evangelize your product or service and refer their friends, and leave you positive customer reviews that will help your business retain revenue and earn new customers.
The Power of Good CX
positive customer experience not only results in making your customer happy, but it can also lead to additional revenue. The best marketing money can buy is a customer who will promote your business -- because they'll refer their friends and family to you, free of charge.
The way you think about customer experience has probably had a profound impact on how you look at your business as a whole. This is just one reason why creating and obsessing over a great customer experience is so important. And if the customer experience you've created is not great, how to improve it and where to start.
Before we differentiate a good or bad customer experience, or for that matter, how to improve it, we first need to understand what customer experience even is.
Customer Experience software (also known as CX, CXM or CEM) performs a range of functions, including helping to collect, track and organize customer feedback. We have experience helping companies develop diverse capabilities like content management, customer analytics, automated customer 1x1/personalized marketing, and customer feedback.
Are you ready to build a customer-centric culture? Building customer-centric personas and journey maps are important strategic tools that help provide an in-depth understanding of who your customers are, what they need, and how they interact with your company across all touch points to improve and optimize their experiences with your company.
Do you have a CX Dashboard? We subscribe to Gartner's view on how to measure customer experience. We can help you implement CSAT and NPS for customer feedback. In addition, we have experience measuring customer churn and loyalty using AI and predictive platforms.
Three-quarters of organizations increased customer experience (CX) technology investments in 2018, according to Gartner. The survey reveals when organizations grow in CX maturity, a greater focus of technology investment is placed on increasing customer understanding and delivering accurate actions by analyzing data. AI, chatbots and virtual assistants can all help with providing a better customer experience if done correctly and with both the user and the customer in the center.
The objective of personalization is to enrich the experience of the individual, but few brands deliver. Customers expect to be recognized and want their experiences personalized. If they don’t get it, they may go elsewhere. Organizations that combine identity data with behavioral data will outpace those that don’t.