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All you need to know about Customer Experience Management

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What is Customer Experience Management?

Customer experience management (CXM) is a set of processes that a brand uses to track and manage every interaction & exchange between a customer and the company throughout the journey. According to Gartner, “it is the practice of understanding customers and deploying plans to build a customer-centric culture which helps to increase customer satisfaction, loyalty as well as advocacy.” In simple words, it’s about understanding your customers well so you can deliver personalized experiences that make them loyal to your brand and promote it to others too!

Why does Customer Experience Management matter?

In today’s competitive world where 86% of customers are willing to pay more for a great customer experience thus, making it a key differentiator for business success. As customer loyalty no longer relies on factors like price or product, it has become imperative for brands to deliver an exceptional experience to keep up with the consumer demands. Here’s why businesses need to implement in customer experience management: 

  • Customer acquisition costs more than retention: According to research, increasing customer retention by 5% can help to generate a 25% increase in profit. In fact, it costs 5 times to attract a new customer than retain an existing one.

  • Customer feedback helps to improve: Conducting surveys via web, phone or mobile plays a pivotal role in gathering Voice of the customer (VoC) data. This helps to elevate CX and retain the existing customers.

  • More loyalty, more revenue: Transform existing customers into loyal advocates through valued customer interactions. The word of mouth (Customer endorsement) impacts the buying decisions more than any form of advertising or marketing. 
Customer Experience Management

What is the difference between CXM and CRM?

There’s no doubt most businesses get confused between Customer Experience Management (CXM) and Customer Relationship Management (CRM) when it comes to execution. The main difference that sets them apart is the perspective. CRM is used by brands to understand what a customer looks like to them whereas CXM is used to determine how their company is perceived by a customer. 

By putting customers at the center of their marketing initiatives, Customer Experience Management (CXM) primarily relies on Voice of the Customer (VoC) programs that seamlessly quantify customer sentiments with a particular product or service. The goal of CXM is to minimize bad perceptions about a brand by focusing on the areas that generate negative feedback.

On the other hand, Customer Relationship Management (CRM) focuses more on generating revenue via sales and outreach to customers from the brand’s perspective. It’s a sales-oriented system that can support an overall CXM program by integrating with customer support. 

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What are the challenges associated with Customer Experience Management?

  • Lack of Voice of the Customer (VoC) data: For effective customer experience management, a company needs to be grounded in data. It’s not possible for a brand to measure customer experience without key information about their customer base. Imagine how can a company solve CX issues they don’t even know about! 

  • No omnichannel Support: Modern customers prefer shopping in a way that’s most convenient to them. It has become essential for brands to cater to their customers on the channel they want, be it emails, mobile apps, social media, or webchat. In case a company fails to provide omnichannel support, it gets difficult to understand customer needs and dissatisfied customers are more likely to switch to a competitor.

  • Neglecting qualitative data: Most brands use close-ended questions (number ratings, Likert scale, etc.) to get customer feedback instead of open-ended survey questions. Avoiding qualitative data makes it tough to delve deeper into the individual feedback of the customers. So, addressing the customer experience issues becomes trouble. Moreover, CX leaders don’t get new ideas for improving the overall experience of the customers. 

  • Absence of internal communication: Even if the CX leaders analyze the customer journey and collect the voice of the customer data for delivering better experiences, it goes all in vain due to the lack of internal communication. If the relevant information is not shared among the sales, customer support, or marketing teams in an understandable way, the CX initiatives aren’t likely to work. 

Making the most of customer experience management 

  • Create detailed customer profiles: In order to deliver a great customer experience, it’s important to know your customers well. By creating comprehensive customer profiles, you can effectively map your customers’ journeys across every touchpoint. The better you understand your customers, the easier it would be to cater to their needs. Once you start addressing customer concerns and giving them relevant offers, the relationship between your customers and your brand becomes more strong. This drives customer loyalty and boosts retention. For creating customer profiles, companies used structured data (demographic, transactional, or log data) earlier but now it has become important to include new-age data types like social media, sensors, videos, geolocation, etc. 

  • Personalization is key: Once you gain an in-depth understanding of the customer’s needs, it’s time to make the best use of it for personalizing every interaction. Leveraging VoC data can help you focus on the context where your customer operates. This plays a crucial role in delivering relevant offers, recommendations, valuable advice, and insightful actions when your customers are most receptive. As customers are the lifeblood of a brand and they have numerous options than ever before, not providing a personalized and relevant experience may estrange them forever! 
  • Reaching out at the right time: Delivering the right message to the customers at the right time is essential to elevate CX. By mapping analytics at every stage in the customer lifecycle, you not only improve their experience but also add value at every customer touchpoint. Every stage of the customer lifecycle is important, i.e. from consideration to evaluation, and the moment of purchase to the post-purchase, so delivering the right message across every stage comes as an opportunity to boost their overall experience.

What features should your Customer Experience Management platform have?

A customer experience management platform empowers you to effectively manage your company’s interactions with your customers. The platform plays a significant role in all the customer-facing touch points and enables you to serve your customers in the best way possible. Here are some features that you need to look for in a customer experience management platform: 

  • Omnichannel Capabilities
    An ideal customer experience management platform should be effortless enough to track customer feedback across various mediums. It should help you conduct surveys from the web, phone, Interactive Voice Response (IVR), or face-to-face to reach out to your audience. Voxco offers omnichannel survey solutions that help you gather the customer feedback you need anywhere, anytime.
  • Top-Notch Dashboards
    A customer experience management platform should include insightful dashboards to surface your CX data as well as customer feedback. By gaining a 360-degree view of what’s happening, these dashboards help to analyze your data and create custom reports too! Voxco offers a comprehensive suite of dashboards and analytics which play a key role in gathering actionable insights from the data you’ve collected.
  • Third-party Integrations
    The feedback that you receive from customers isn’t the only data that your company has. There are other forms of data arising from website analytics, CRM systems, or finance-related information. Integrating them into your Customer Experience Management platform is necessary for gaining visibility into CX and its impact on the business performance. Voxco offers seamless integrations with third-party apps that enable you to gain a ‘one customer’ view whilst understanding the impact of CX on the bottom line. 

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