Now more than ever, the customer journey is of utmost importance. Consumers today have so many choices so your business needs to ensure they are taken care of at every turn. This is where customer experience management comes in.
What is customer experience management?
In essence, customer experience management is exactly what it sounds like: managing your customers’ experiences to ensure a smooth and effective customer journey. Taken one step further, customer experience management is about building brand loyalty between the client and your organization through a series of personalized experiences, which when combined create an engaging customer journey for each individual.
How is customer experience management different than the regular customer journey?
The traditional understanding of the customer journey is that there are several stages that each and every lead, prospect, and client must pass through without any variation. Customer experience management is about taking that journey but personalizing it for each individual to meet their specific needs.
Why is customer experience management important?
Customer Experience Management is important because it is all about how you interact with customers at all stages of the customer journey. From lead to prospect to new client to client retention, customer experience management will help ensure each contact has an experience that is tailored to their needs. This is important because it helps you build brand loyalty, brand trust, and aids in customer retention.
Where do I start with customer experience management?
So, you want to incorporate customer experience management into your process. Before you start, you need to identify your customers and if there are different “types” you can group them into. Segmenting your audience will help you ensure that each group received information and contact that is relevant to their interests.
After you have a clear understanding of the segments within your audience, you can begin to identify the touchpoints at which each different type of lead, prospect, or customer needs to be engaged with. Think of this as a modified type of customer journey that has multiple path options that may even overlap.
As you connect and engage with your leads, prospects, and clients ensure that you are actively listening to what they say and use that information to optimize your customer experience management process. After all, this is an ongoing process that can always be improved up with valuable feedback from contacts.
The ideal customer experience management process can be boiled down to this: send the right information to the right contact at the right time. This is a simple statement enacting it properly can be difficult without the right tools. Luckily, SimplyCast’s engagement platform allows for effective customer experience management over multiple channels including email, SMS, and voice. Having the ability to connect with leads, prospects, and customers on their communication channel of choice only further bolsters your engagement options.
Want to see it for yourself? Sign up for a free 14-day trial by clicking the button below and see how SimplyCast can help you with customer experience management.