Customer Experience (CX) is about each customer’s perception of your company, brand, and product. This perception is based on all the interactions that customer’s have with your employees, brand, messages, and product across every channel.
Customer Experience Management (CEM): This is managing how your customers experience with your brand and helping to improve their experience. Businesses do this by using various tools to create a seamless relationship with their customers.
Customer Experience Management Software: This refers to software solutions that help businesses track the relationship with their customers. This software can also help the business analyze insights and track relevant data to improve CX.
CEM vs CRM: The main difference between Customer Experience Management (CEM) and Customer Relationship Management (CRM) is CEM focuses on ensuring the best customer experience and CRM is focused on managing relationships and maximizing revenue.
Proactive Customer Engagement: A tactic used by companies that anticipates the customer’s needs to ensure a great experience. Company’s do this by taking the customer journey into consideration to determine the customer’s needs.
CX in Marketing: Customer Experience is every touchpoint that a customer has with your brand. Marketing, Sales, and Customer Service play the largest roles in the touch points the customer has with your brand. Marketing typically takes care of all the branding, social media, events, website ect, these can often be the first interaction that customers have with your brand. Ensuring you have consistency and a strong brand identity is essential to securing new customers.
Customer Experience Survey: A survey designed to feel out what the customer experience is within your brand and where you can improvement. This is a great opportunity to find out what customers love about your brand and where improvements could be made.
Customer Experience Survey Examples: Ensuring you are asking the right questions is important. Here are a sample of questions you could ask to gain insight to the overall Customer Experience within your business.
CX Roadmap: Creating a CX Roadmap is simple and can make a big impact on customers experience. It will ensure your company stays committed to constantly improving customer experiences and stay ahead of customer expectations. The 5 steps to creating a CX Roadmap are:
Prioritizing customer feedback can be challenging. Here are some helpful hints to determine what you should prioritize:
There are 5 Pillars of Customer Experience, and they should be kept in mind while planning your CX Roadmap.