Customer Experience Management. An increasing number of companies are aware of its importance or are in the process of doing so. But what exactly is it? What are the advantages and how can Customer Experience Management software help you? You can read all about it in this blog.
What is Customer Experience Management?
The goal of Customer Experience Management is to create excited and loyal customers. Making a difference based on price and product is no longer enough to stay ahead of the competition. It's much more about service and even more about the experience you offer. That's how you can stand out from the crowd. But how do you get customers to be excited and loyal? One customer will be happy if he is helped quickly and properly, the other one wants the latest gadgets. How do you know what makes your customer happy and what is important to that customer? By asking! But beware: if you ask your customers for feedback, they also expect something to be done with that feedback.
Customer Experience Management includes: identifying your customers' drivers and adjusting your services accordingly. This will enable you to exceed your customers' expectations and get them excited.
Which KPI do you choose for Customer Experience? Read here which KPI's there are.
Four advantages of Customer Experience Management
Customer Experience Management costs time and money. But what does it yield? Below you will find four advantages of Customer Experience Management.
1. More loyal customers
Loyal customers are less inclined to switch, spend more and cost less.
2. More excited employees
Customer Experience Management not only provides excited customers, but excited employees as well. This results in less sick leave, lower turnover and higher productivity.
3. Lower failure costs
By maintaining a continuous dialogue with customers, you are better able to understand what is going well and where there's room for improvement. Based on this, you can adjust processes, thereby reducing the costs of failure.
4. More turnover
Loyal customers and promoters spend more and are willing to pay more. Cross-selling and upselling with this group is easier and, in addition, they recommend new customers who will also generate more turnover.
More advantages? Download Ten advantages of Customer Experience Management.
Customer Experience Management software
You are convinced of Customer Experience Management and want to work with it. How do you start? How do you find out the drivers of your customers and how do you keep a grip on all the feedback you receive? How do you ensure that this feedback is translated into the right areas for improvement and how do you share these insights within the organization?
Customer Experience Management software can help you with this. This will save you a lot of time and will automatically provide you with the insights you need. By identifying the drivers, feedback is automatically converted into the right priorities to improve the customer experience. Reports and infographics ensure that customer experience comes to life and that you and your colleagues can make the right customer-focused decisions.
Looking for a good feedback tool? Five tips to pay attention to.
Don't forget your employees and your company
However, just listening to your customers is not enough to provide an optimal customer experience. Your employees also deserve attention. They are the ones who make customer satisfaction and customer loyalty possible. Make sure to also listen to them, make sure they get energy from the work they do and that they are facilitated to provide proper service and get customers excited. For example, give them a budget to resolve complaints without first having to consult a manager and make sure they are involved.
And finally, listen to your company! Suppose a hotel has beautiful rooms at a beautiful location for a good price and employs friendly helpful staff, but the rooms are dirty. Despite the positive points, it still leaves you with a negative feeling. In order to be able to offer an optimal customer experience, it is also important that the basis of your company is solid. Is the quality in order? Are all processes tightly regulated? Only then you can optimally
Listen to what your customers, your employees and your company have to say at all times. Only then will you be able to put the customer first, stay ahead of the competition and continue to grow in a constantly changing world.