What is Customer Experience Management
Customer Experience Management (CX) is all about your customers’ perceptions – both conscious and subconscious – of their relationship with your brand or business. This perception is formed from a culmination of all the interactions with your business over the lifetime of the relationship. Critically, it starts at day one!
Today’s customers have high expectations and low tolerances…they have choices! And you want them to choose to deal with your business.
Effective CX involves understanding and reacting to your customer interactions to meet or exceed their expectations; the aim is to increase customer satisfaction, loyalty and advocacy.
What needs to be clear from the outset is that CX is a whole of business concept governed by a common mindset.
Without this basic premise in place, any attempt at delivering a CX approach is very unlikely - or near impossible - to succeed!
Today’s customers have high expectations and low tolerances…they have choices! And you want them to choose to deal with your business.
Effective CX involves understanding and reacting to your customer interactions to meet or exceed their expectations; the aim is to increase customer satisfaction, loyalty and advocacy.
What needs to be clear from the outset is that CX is a whole of business concept governed by a common mindset.
Without this basic premise in place, any attempt at delivering a CX approach is very unlikely - or near impossible - to succeed!
Business Benefits of CX
In today’s fiercely competitive marketplace, an effective CX management capability can be a critical differentiator for any business. Delivered sincerely and consistently, it can provide highly tangible value to a business through repeat sales and referrals from satisfied customers.
It results in a win-win for both the customer and the business. Put more specifically:
It results in a win-win for both the customer and the business. Put more specifically:
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